Force Riviera Travel To Give Cash Refund ?

[havelo]

I was due to travel to Italy on 1st May and Riviera travel told me that this trip has been "SUSPENDED" and offered re-book or a voucher.
Due to the corona virus my financial situation has changed and it would help if I could get a cash refund. Can anybody tell me how I can force the company to give me a cash refund ?

[fiction-factory]

Travel experts say that if every company gave a refund within the legal timeframe now many or most would go bust, especially if the worldwide travel restrictions continue for 3-6 months as expected.
The courts or ABTA won't do anything at the moment so you just need to keep ringing and insisting- be prepared to be on the phone queueing for hours as everyone else will be trying the same thing.

[LadyCG]

You are legally entitled to a refund - threaten them with the ombudsman.

[Zacs-Master]

https://www.which.co.uk/consumer-rights/advice/my-package-holiday-has-been-changed-or-cancelled

[fiction-factory]

Yes you are entitled to a refund although getting the ombudsman to intervene may not achieve much as they will be snowed under and that process can take months too.
Good luck.
We are overdue a refund too. I would accept vouchers as we go every year but the experts advise waiting until ABTA will guarantee the vouchers in the event of Riviera or other companies going bust before you use them. Also I'm worried the vouchers won't be enough as prices and demand could rocket next year and supply will fall as some hotels will never reopen

[barry1010]

I hope you paid with your credit card. If you did you can claim a refund from them using s.75 of the Consumer Credit Act 1974

[fiction-factory]

That Which guide was probably written pre-Covid. Things are not so clear cut now and certainly travel companies are snowed under with refund requests yet will have reduced staff themselves (due to illness, office closures, self isolation, furloughing staff as no money coming in)

[fiction-factory]

Yes credit card route will work but again you'll be expected to try other routes first- and card companies are snowed under too.
Martin Lewis is pleading for people to show forebearance or collectively we may make things worse and see much of the travel business ruined for ayear or two

[fiction-factory]

An update to the Which link here
https://www.which.co.uk/news/2020/04/coronavirus-travel-agents-breaking-the-law-by-refusing-or-delaying-cancelled-package-holiday-refunds/

[barry1010]

I agree, FF, but if individuals are genuinely struggling financially because of lockdown they should be entitled to get their money back.

[fiction-factory]

Relevant extract here which says you do have rights but a practical approach may be better.

How can I get a refund for my package holiday? While the rules remain the same, many travel agents are ignoring them and you may need to be practical about the best way to get your money back. If you can, consider rebooking for a later date. Travel agents and operators are facing a complete loss of business. The unprecedented pressure to refund so many bookings is pushing some providers to the brink of bankruptcy. So long as you have purchased a package holiday and have an Atol certificate, your money will remain protected – even if the firm does go bust later, you will get your money back. While you’re legally entitled to your money back within 14 days, consider allowing the holiday provider more time if it asks. Abta told us that reason many travel agents can’t repay is because customer money is already with airlines or hotels who, in turn, are refusing to issue refunds. If you can wait until 31 July for your money back, do. Not everybody can or wants to wait. We’ve heard from many people whose financial circumstances have dramatically changed since booking the holiday as a result of the coronavirus crisis. Try explaining this to the holiday provider. If your provider continues to refuse a refund, skip reporting them to Abta. It has said it won’t take enforcement action against its members in regards to complaints about coronavirus-related refunds. Instead, consider using a Section 75 or chargeback through your card provider. Most holiday contracts will clearly indicate what is supposed to happen in the event of a cancellation. If this is a refund and the provider is refusing, you can approach your card provider and demonstrate the contract has been breached.

Read more: https://www.which.co.uk/news/2020/04/coronavirus-travel-agents-breaking-the-law-by-refusing-or-delaying-cancelled-package-holiday-refunds/ - Which?

[fiction-factory]

>I agree, FF, but if individuals are genuinely struggling financially because of lockdown they should be entitled to get their money back.

Yes, they are entitled. But in some cases the money isn't there or the processes are not in place to make it happen. Hence why WHICH suggests a more practical approach

[Zacs-Master]

Their Ts & Cs read:
In the event we have to significantly alter any of the main characteristics of your confirmed arrangements or accepted special requirements, we will provide you with the following information in writing as soon as possible: (i) the proposed alteration and any impact this has on the price; (ii) in the event that you do not wish to accept the alteration, details of any substitute package we are able to offer (and any price reduction where this is of a lower quality or cost); (iii) your entitlement to cancel your booking and receive a full refund if you do not want to accept the alteration or any substitute package offered; and (iv) the period within which you must inform us of your decision and what will happen if you don’t do so.

Full refund option is pretty clear.

[barry1010]

Yes, and Which suggests using s.75

[fiction-factory]

Okay, we're going over the same ground so I''ll stop. The law entitles you to a refund. Getting one quickly at the moment might be very difficult. If you are prepared to spend ages on the phone and eventually get your money back good luck but it probably won't be easy. Which suggests a more practical approach