Manchester family still £1,200 out of pocket after Teletext Holidays fails to refund trip six months after cancelling it
| Published date | 31 January 2021 |
The pair were due to fly from Manchester Airport on July 6, and were advised by the travel company to continue paying her monthly instalments, despite the ever-tightening travel restrictions amid the pandemic.
But after the 35-year-old realised her trip wouldn't be going ahead, she quickly contacted Teletext Holidays directly to ask for a refund. But instead of a smooth process, Tanya says she was forced to repeatedly tell the customer service team that she wanted a full cash refund -not a credit voucher.
She has since been fighting to get her money back, saying it was "impossible" to get through to them on the phone and could only get a response via email .
Tanya said: "The holiday was booked for myself and my mum. My uncle, his partner and their son booked at the same time and they're in the same situation.
"It got booked in February last year, but with coronavirus and everything, I'd had been emailing them continuously trying to find out what was going on beforehand and to find out if I should continue making my payments with everything that was going on.
"I continued to pay but nothing was said about the possibility of it being cancelled.
"The holiday didn't end up going ahead -we got confirmation from them that the holiday had been paid in full along with an ATOL protection certificate, but no flight documents or tickets or anything like that.
"We were due to fly on July 6, and we got nothing from Teletext to say the holiday was cancelled. We saw the flight had been cancelled but we got nothing. We just gathered it wasn't going ahead because we hadn't heard from them and the date had passed.
"The only contact I have had is them saying they are looking into refunding all the people that have paid and that's all we've had for months and months. It's just so frustrating. It's awful.
"They did keep offering a rebooking voucher instead but I said no, and that I just want a refund."
After acknowledging her request for a cash refund in late July, Teletext confirmed in an email the refund process would begin within 14 days -and to expect the money back on credit card after October 31, 2020.
But then a few days later, Teletext told her that the airline who were booked as part of the package were withholding the money, and they were unable to process the refund.
The flights for the trip were booked with Jet2, who quickly confirmed to Tanya that they...
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