Hi, I am really at a dead end with a problem I have with First Choice. We booked a holiday to Bulgaria for 9 of us all inclusive to Bulgaria. When I checked the flight times 3 weeks ago so I could book my holiday at work I discovered they had put our holiday back a week. On phoning first Choice I discovered that there had been a cancellation of the flights in November, but no-one informed us yet they had phone numbers, addresses and e-mails. As it was an internet booking the travel shop couldnt help.
After giving them the benefit of the doubt and asking for help with the free amendment (their words) we were going to have to make as the new dates were unsuitable, due to exams, we gave them ample opportunity to find a suitable alternative but to no avail.
We ended up booking a new holiday with the travel shop and they arranged the cancellation of the internet booking and a full refund as the cancellation was inevitable. Over 2 weeks on and I am still awaiting my part of the refund, which they say has been issued but not received by my bank. My bank have told me to ask them to do a BACS trace, which I have done everyday since Thursday so they can find out where this money is, yet after another very trying 30 minute call to the accounts department today, the attitude I am receiving is its my problem and my bank has to deal with it. I have done everything they have asked including going to my bank and having them call them but nothing is being done. Even a woman in the admin team tried for 20 plus minutes to get the woman in accounts to do this trace and told me that she was almost arguing with her as the attitude is that its left their account and there is nothing more they can do.
I have repeatedly e-mailed and phoned them asked for a manager regarding all our issues and this money one is very worrying, we are now having to go to a completely different country and pay more, yet the customer service we have received from the internet part of the company is disgusting, non-existant. Please can someone help as I am so close to tears and just want to enjoy my holiday.
Sue give Ros Fernihough a ring on 01922 621114. She specialises in travel law and will give you some free impartial advice.
Good luck and come back and tell us how you get on.
Sarah
Good luck and come back and tell us how you get on.
Sarah
How did you orignally pay? If is was by card the refund should have gone backwards through the card payment system and not BACS.
(Now that I've written the above it occurs to me that somewhere on this board there was someone else with the same problem but there are so many complaints about First Choice I can't find it!)
If it was a card payment make a complaint to the card issuer.
(Now that I've written the above it occurs to me that somewhere on this board there was someone else with the same problem but there are so many complaints about First Choice I can't find it!)
If it was a card payment make a complaint to the card issuer.
I originally paid by debit card, so in theory yes the payments should have gone backwards. The card issuer, my bank need a BACs trace as this will tell them the account number, sort code and ref no the payment was made back toas they explained to me all refunds go into their main bank account and the ref no usually the card number tells the bank which account the money needs to go back to.
As there seems to be no sign of my money in my account the bank need first choice's bank to give them this information so it can be traced, they just dont seem to want to and I dont know where else I can turn as it feels as if the ball is in their court.
As there seems to be no sign of my money in my account the bank need first choice's bank to give them this information so it can be traced, they just dont seem to want to and I dont know where else I can turn as it feels as if the ball is in their court.
I have just called Ross Fernihough, thank you so much for that number!!! I spoke to her assistant and she feels that not only have I a case to put regarding my refund, but also that First Choice have breached their contract and I should be able to make a claim.
I feel so much more relieved and am keeping my fingers tightly crossed. Thank you again for that number!!!
I feel so much more relieved and am keeping my fingers tightly crossed. Thank you again for that number!!!
Your very welcome Sue, I am sure Ros and her team will look after you. Please come back and let us know the outcome.
Sarah
Sarah
bumped for micky....
Thatnks Pretty,
Good old first choice!!!
Good old first choice!!!
Sorry, meant thanks.lol!
i know it could potentially be a while before you get your bank statement but take a bankstatement down to the shop and demand they sort it out obviously providing the refund does not show up, and make them sort it out thier end, i wouldn stand for it. i had a similar situation and i refused to leave the shop until it was sorted it did eventually get sorted much to thier annoyance as they realised i wernt *messing around and i wasnt going to leave lol. stand your ground and dont back down and they will eventually get so cheesed off with you that they will do something lol. take care
*Admin edit to replace a word not suitable for this forum - Glynis*
*Admin edit to replace a word not suitable for this forum - Glynis*
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