Evening to all,
I'm new to the site but I'm getting pretty desperate now & hope I can get some useful advice here. I booked a weeks holiday to Crete, departure on 24/8 with Hays Travel for myself, partner & children. The Hays booking summary (no invoice was issued) shows Kiss Flights as the operator (complete with ATOL No & operator ref). Flights, accommodation, transfer, insurance costs all listed individually. The insurance is shown as 'supplier failure cover'. However, I had declined the insurance due to having an annual policy. The agent had said something like it was nothing to be concerned about, it was just the way she had to distribute the price.
On 17/8 the agent called & said Kiss had gone into administration & if we still wanted to travel then we had to act quickly to secure new flights. The agent said Hays would reclaim the additional cost & refund us. We rebooked with more expensive flights. The agent helped me to complete the ATOL claim form & it was received at Hays HO on 20/8.
Despite my phonecalls & emails to Hays the claim form is still in their HO. I have received an email from Hays 'suggesting' that the form has been lodged but I haven't received an acknowledgment letter from the CAA which Hays staff had advised I would. Hays also said they would be issuing the refund when it is available. However, I assumed the CAA would refund me directly. My emails to Hays requesting clarification on this & asking why I cannot make a claim on the (mis-sold) insurance policy have gone unanswered.
I contacted ABTA on 8/10 to file a complaint about Hays poor service but no response as yet. I have also informed ABTA that Hays charged me for insurance that I had declined & will not explain why I cannot claim against the insurance policy.
My credit card (Lloyds TSB mastercard) just redirected me to the TA when I contacted them. But having read previous posts I wonder if I would be successful in persuing a 'chargeback' claim? Do you think it is possible?
I do not understand why Hays Travel will not lodge my claim form. What can I do? I am out of pocket by approx £1100 plus the additional costs of more expensive flight tickets. Lloyds TSB have put the cost of the additional tickets into dispute so payment is pending. But to avoid interest charges I had already paid the original flight/hotel bill & it was this flight cost which I am trying to reclaim.
All ideas gratefully received as I am really stressed about this & feel like I am banging my head against a wall...
Tina
I also have a claim outstanding with Qwerty Travel they said the claim went to the CAA but so far nothing received by me. When I try telephoning them I just get an option for a pre-recorded message saying all claims have been lodged, either they are slow in paying out or we are being ripped off maybe someone knows what's really going on and would care to post here.
Ed - sorry to hear you are in the same predicament. It's infuriating isn't it.
I have even considered sending off another claim form direct to the CAA (as their website suggests even if you have booked via a TA) but don't know if it would be rejected because I can only provide copies of the booking summary & Kiss tickets because the originals are attached to the claim form which Hays are holding hostage!!
Anyone have any suggestions?
Tina
I have even considered sending off another claim form direct to the CAA (as their website suggests even if you have booked via a TA) but don't know if it would be rejected because I can only provide copies of the booking summary & Kiss tickets because the originals are attached to the claim form which Hays are holding hostage!!
Anyone have any suggestions?
Tina
Hi
I to am waiting for a refund for Kiss flights booked with Hays travel, I have had numerous heated conversations with them over the last few weeks trying to hurry my claim along!
The latest "official line" from Hays as told to me over the phone last Friday is as follows
CAA/Atol and the administrators of Kiss flights are discussing to see if the refunds can be paid from the pot of money that has been paid to the administrators since Kiss went bust.
When that has been decided Hays will then forward the claims to be refunded i assume that will either be to the Administrators or to CAA/Atol.
Hays claim they have a specialist team set up to hurry along and process the claims once a decision has been made.
They have also issued a new phone number for enquiries 0844 277 8525
What i cant understand where everyone who pays the £2.50 atol fee on flights money is? why cant CAA pay out of that fund and argue with the administrators later
In the mean time i am out of pocket to the tune of £700,
My credit card company will not pay me and they want an invoice before they will freeze interest and Hays cant/wont provide me with one.
GM06
Ian
I to am waiting for a refund for Kiss flights booked with Hays travel, I have had numerous heated conversations with them over the last few weeks trying to hurry my claim along!
The latest "official line" from Hays as told to me over the phone last Friday is as follows
CAA/Atol and the administrators of Kiss flights are discussing to see if the refunds can be paid from the pot of money that has been paid to the administrators since Kiss went bust.
When that has been decided Hays will then forward the claims to be refunded i assume that will either be to the Administrators or to CAA/Atol.
Hays claim they have a specialist team set up to hurry along and process the claims once a decision has been made.
They have also issued a new phone number for enquiries 0844 277 8525
What i cant understand where everyone who pays the £2.50 atol fee on flights money is? why cant CAA pay out of that fund and argue with the administrators later
In the mean time i am out of pocket to the tune of £700,
My credit card company will not pay me and they want an invoice before they will freeze interest and Hays cant/wont provide me with one.
GM06
Ian
Hi Ian
I am also waiting and have just received a letter from a company called CEGA who are acting as agents for the CAA they say my claim has now been processed and as I had paid in two parts using both mine and my wife's credit cards I had to fill in a new section 8 of the claim form with two signatures and then I will be paid.
http://www.cegagroup.com/our-services/claims-service/
If you have a CAA claim reference you can contact them and see if they are handling your claim.
At least it seems things are moving at last.
Good luck Ed
I am also waiting and have just received a letter from a company called CEGA who are acting as agents for the CAA they say my claim has now been processed and as I had paid in two parts using both mine and my wife's credit cards I had to fill in a new section 8 of the claim form with two signatures and then I will be paid.
http://www.cegagroup.com/our-services/claims-service/
If you have a CAA claim reference you can contact them and see if they are handling your claim.
At least it seems things are moving at last.
Good luck Ed
Hi Ian,
I really understand your frustration. Since I haven't had any joy with my ABTA complaint regarding Hays I have just completely given up...I just don't have the energy for it right now. However, my credit card co (Lloyds TSB) have frozen the interest etc, in fact I haven't heard from them for ages! They put it into 'dispute' if thats any help to you.
Unfortunately I haven't even got a CAA claim ref like Ed has because my claim form is still sitting in the Hays Travel office since 19th August, so cannot pursue this route which is a shame.
I just feel sick that Hays Travel have completely held me to ransom over this & have had 2 lots of money from me for this blasted holiday.
I wish you luck, keep us informed if you get anywhere.
Tina
I really understand your frustration. Since I haven't had any joy with my ABTA complaint regarding Hays I have just completely given up...I just don't have the energy for it right now. However, my credit card co (Lloyds TSB) have frozen the interest etc, in fact I haven't heard from them for ages! They put it into 'dispute' if thats any help to you.
Unfortunately I haven't even got a CAA claim ref like Ed has because my claim form is still sitting in the Hays Travel office since 19th August, so cannot pursue this route which is a shame.
I just feel sick that Hays Travel have completely held me to ransom over this & have had 2 lots of money from me for this blasted holiday.
I wish you luck, keep us informed if you get anywhere.
Tina
Hi Tina
I didnt have the CAA reference number until I received the CEGA letter a couple of days ago so your claim may be further on than you think, my travel agent "Qwerty" only had a recorded message so I had nothing at all from them for months.
Chin up Ed
I didnt have the CAA reference number until I received the CEGA letter a couple of days ago so your claim may be further on than you think, my travel agent "Qwerty" only had a recorded message so I had nothing at all from them for months.
Chin up Ed
Refund update
Having got no joy with information regarding my refund despite despite numerous call from mid september I sent a letter to the chairman of Hays Travel in November, I received a standard response from the public relations department on 23/11/10 promising to investigate my complaint on his behalf.
Having received no further information from Hays I emailed Hays customer relations on the 30/11/10 & 10/12/10 neither of which merited a reply.
I decided to phone them "again" on the 13/12/10 for an update and was kept on hold for 15 minutes while the operative had a "quick" word with a team leader, I was informed that the would, pull my file and review that day and ring me with a decision later the same day. (no call recieved)
The following day (14th) I rang back and was finally told that I would be refunded immediately back onto my credit card as a gesture of good will. The refund was credited this morning, hardly a gesture of goodwill, more a payment to get rid of the thorn in their side.
I know Hays can't be held responsible for the failure of Kiss flights but as the agents they have to take responsibility for keeping the public informed of progress or lack of it. However it seems that Hays adopted a policy is to leave everyone in the dark.
If I had not taken the stance I had and chased my money, I wonder how long I would have been waiting for a refund?
GM06
Ian
Having got no joy with information regarding my refund despite despite numerous call from mid september I sent a letter to the chairman of Hays Travel in November, I received a standard response from the public relations department on 23/11/10 promising to investigate my complaint on his behalf.
Having received no further information from Hays I emailed Hays customer relations on the 30/11/10 & 10/12/10 neither of which merited a reply.
I decided to phone them "again" on the 13/12/10 for an update and was kept on hold for 15 minutes while the operative had a "quick" word with a team leader, I was informed that the would, pull my file and review that day and ring me with a decision later the same day. (no call recieved)
The following day (14th) I rang back and was finally told that I would be refunded immediately back onto my credit card as a gesture of good will. The refund was credited this morning, hardly a gesture of goodwill, more a payment to get rid of the thorn in their side.
I know Hays can't be held responsible for the failure of Kiss flights but as the agents they have to take responsibility for keeping the public informed of progress or lack of it. However it seems that Hays adopted a policy is to leave everyone in the dark.
If I had not taken the stance I had and chased my money, I wonder how long I would have been waiting for a refund?
GM06
Ian
I am still waiting for my refund, they seem to take ages I expect its all about keeping money in their account rather than yours, anyway well done Ian.
Ed
Ed
Well done Ian. At least someone has finally got their money back from Hays Travel. Me? I'm still waiting of course. No communication from Hays Travel at all. I think I will have to give Hays a ring on Monday morning to chase them up, after all I've only been waiting for this refund since 20th August!!
Ed - I do empathise. I really thought you were due a refund ASAP now Cega were involved....
Anyway, lets hope 2011 brings us better luck (& hopefully a refund!).
Tina
Ed - I do empathise. I really thought you were due a refund ASAP now Cega were involved....
Anyway, lets hope 2011 brings us better luck (& hopefully a refund!).
Tina
Well at long last I got my refund today from CEGA I hope anyone else waiting gets a refund soon.
Ed
Ed
Congratulations, on your refund.
Ours has now been wisely invested in a trip to mexico in March 2011
GM06
Ian
Ours has now been wisely invested in a trip to mexico in March 2011
GM06
Ian
Well done Ed, a hugh relief for you I'm sure to finally have closure on this. I will be making contact with Hays Travel after the New Year so will let you know what they say...
Like Ian we have already booked our next holiday but through Virgin this time - a Caribbean hotel & cruise option in August when the children have their summer break - lets hope this holiday goes more smoothly.
Happy New Year
Tina
Like Ian we have already booked our next holiday but through Virgin this time - a Caribbean hotel & cruise option in August when the children have their summer break - lets hope this holiday goes more smoothly.
Happy New Year
Tina
Well the day has finally arrived and I thought it would never come! A very curt letter arrived today from Cega/CAA Travel Claims Service and they have refunded our costs, excluding card fees, direct to our bank account.
Sorry, I must be mistaken and it's their money rather than my own which is being returned to me "we trust you are happy with the payment we have made." No apology for the delay. It has only taken 7 months from when we first lodged our claim with Hays Travel, only 2 days after the collapse of Kiss Flights!! Never again will I book through Hays Travel. To describe them as less than helpful is a major understatement....I have only received 1 communication from them the entire time & spent alot of time & money phoning & emailing them & got absolutely nowhere. As for ABTA...the phrase 'chocolate teapot' must have been invented for them!
Happy future holidays!
Tina
Sorry, I must be mistaken and it's their money rather than my own which is being returned to me "we trust you are happy with the payment we have made." No apology for the delay. It has only taken 7 months from when we first lodged our claim with Hays Travel, only 2 days after the collapse of Kiss Flights!! Never again will I book through Hays Travel. To describe them as less than helpful is a major understatement....I have only received 1 communication from them the entire time & spent alot of time & money phoning & emailing them & got absolutely nowhere. As for ABTA...the phrase 'chocolate teapot' must have been invented for them!
Happy future holidays!
Tina
Well done Tina, glad you got your money back in the end but I think they should at least give you a free holiday for all the stress they caused.
Ed
Ed
If only Edwin! If that type of forfeit was implemented then there wouldn't be any customer service gripes...
Tina
Tina
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