Advice: Travel agent is holding money from cancelled flights - HotUKDeals
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Advice: Travel agent is holding money from cancelled flights

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Hi, I'm hoping someone in the know can offer some advice. We booked flights to Oz with Getaflight, which is a travel agent not just a search engine like Skyscanner. The airline changed the flight d… Read More
boowilkes Avatar
7m, 2w agoPosted 7 months, 2 weeks ago
Hi, I'm hoping someone in the know can offer some advice.

We booked flights to Oz with Getaflight, which is a travel agent not just a search engine like Skyscanner. The airline changed the flight dates so we cancelled as was our right.

We have since re-booked with another travel agent as Getaflight had raised their flight prices by 30-40%. However we are waiting for Getaflight to refund our payment, still. After 8 weeks of waiting I have just called only to be told that they are waiting for the airline to refund them first.

My query is; as we booked with a travel agent surely our contract is with them and our refund should come from them. Do we HAVE to wait for the airline to refund them?

After all they make a profit on being the middle party.

Any knowledgeable help appreciated. Cheers.
boowilkes Avatar
7m, 2w agoPosted 7 months, 2 weeks ago
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#1
Hi,
If you paid on credit card you can contact your card provider and demand that they refund you for the transaction (if amount greater than £100).
You contract is between you and the website and not the airline, so no matter how one they have to wait for a refund it should not impact the consumer.
I had the same issue with edreams a couple of years ago and after getting nowhere with their customer service department, the card company refunded my account the same day.
Good luck.
#2
Hi,
If you paid on credit card you can contact your card provider and demand that they refund you for the transaction (if amount greater than £100).
You contract is between you and the website and not the airline, so no matter how one they have to wait for a refund it should not impact the consumer.
I had the same issue with edreams a couple of years ago and after getting nowhere with their customer service department, the card company refunded my account the same day.
Good luck.
#3
Did you use a credit card to make the booking?

If so, contact the "disputes dept" at your credit card provider & advise them of this situation so that they can exert pressure on the travel agent & if necessary via a "recharge" to their merchant account that they hold with the credit card provider & can refund you directly onto your credit card account. (ref Section 75 of the Consumer Credit Act)

If no joy, use social media to further your cause, preferably via the agents own Twitter, Facebook etc page but be factual & keep any emotion out of any postings.

At all times try to come across as "reasonable" & which should in turn paint the agents conduct as unreasonable.

Finally, you booked direct with the travel agent, not directly with the airline, so it's the agent that owes you the money.

It's not your problem if (& be sceptical about their "claims") they haven't been refunded by the airline. That's an entirely separate (legally separate) issue between the agent & the airline, to which you're not a party to.
#4
Travel and Travel Agents are different to retail contracts were you are normally in contract with the retailer and not with the manufacturer. With travel agents you are usually using them as a agent and your contact is formed with the airline/travel company. Please see below which I have pasted from WHICH.

You may think that booking through a travel agent will give you identical rights as booking a holiday with a tour operator or a flight directly with an airline, but this isn’t always the case.

A travel agent is usually acting on behalf of another party - such as a tour operator or airline – so your contract is likely to be with the airline or tour operator, even though you pay the travel agent.



Edited By: Argoj on Nov 09, 2016 19:52
#5
Were the tickets issued if so it is the airline that refunds the money not the agent .
If the tickets were not issued ie no e ticket printed then the agent will need to refund you as they still hold your money, iota and bop rules dictate this and it is the norm throughout .getaflight will have to refund you in full unless their terms and condition state there is a service charge to be paid
Bop the airline payment system usually takes 4 weeks
#6
I booked with them recently. terrible. never again - impossible to get hold of anyone and emails bounce. Everyone, be aware!
#7
Thanks for the replies all. Didn't pay by credit card to avoid 2.5% fee of £3500 of flights.

Thanks Argoj, I think that is the clearest answer. I think I'll contact the airline then and chase up when they're refunding me, then I'll know exactly when to chase getaflight.

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