XL Airways.com - Holiday Complaints, Holiday Forums

XL Airways.com

M00NSHINE

2007-07-14 12:28:28

Need a little advise please

Our flights were cancelled by XL and last Monday we received a letter saying the carrier had pulled the flights, so in a wee bit of a panic on Monday I sorted other flights to try and save ICR problems with our Apartments.

Anyway I booked with somebody else on the Monday lastweek and luckily enough sorted flights with somebody else. In the meantime *name removed* from XL left a message on my phone asking me to ring them, though I don't know why as they said they can't do anything for us in the letter that came that day.

Tuesday the day after I rang XL after discovering they have taken £257.00 out of my account final payment for flights that they say have been pulled.

So now I have £30.00 in my account to cover all my direct debits bills etc. The lady on the phone said she would fill the returns form in now and that it would be a cpl of days before the total amount was put back into my account £337.00

I did explain that I have no money left in my account to pay bills for this week.

So I have just checked my bank account online and there is NO money given back to me by XL.

I'd like to know where I stand please if I receive charges from the Halifax if any ?

fwh

2007-07-14 13:33:07

I cannot help you with this, however, your experience does highlight the danger of giving permission for your card details to be held, and money to be taken at some future date.

As a matter of course and security. I always, when paying a deposit by Credit or Debit card, inform them that any future payments may not be taken without my permission.

I would contact Halifax in the meantime and tell them what has happened.

fwh

M00NSHINE

2007-07-14 16:11:03

Ok fwh thanks for the reply, I'll let the Halifax know as I've spoken again today via telephone to XL and they say they are chasing this up which was supposed to be sorted by last Thursday.

BenidormHereICome

2007-07-14 17:14:24

The Halifax makes a charge of £39.00 for any Direct Debit that fails to complete as a result of insufficient funds. But I have banked with the Halifax for the past 26 years, and have always found them to be very understanding, so I am sure if you contact your Branch and explain the situation, ie that you are waiting for a refund to be credited to you, they will be able to assist you so that you do not incur these charges.

M00NSHINE

2007-07-14 19:49:19

Hello there Benidorm :wink:

Thanks

I've been with the Halifax for 30 years so from what you say I should be ok then :wink:

I'd better ring them tho not sure if I'll get anywhere now until Monday.

BenidormHereICome

2007-07-14 22:53:35

Well, I can only speak from my own personal experience with the Halifax. And I've been in a similar situation to yourself on a few occasions over the years, but I alway find that if you speak with them, they are normally very helpful. I don't even go into my Branch as it is 25 miles away from my Village, I just contact them on the telephone on the 08457 number.

Just recentley I had a problem with something showing on my account that I know I had not spent, and after speaking with them on the telephone the money was refunded to my account within the hour.

Just explain your situation to them politely, and calmly and I am sure you should be OK. You might be asked to attend your Branch to show some sort of proof of your current situation, but going from my own experience, I very much doubt they will ask you to do that, especially, as like me, you are an established long-standing customer of theirs who they will not want to upset.

BHIC

Ginamc

2007-07-15 08:10:59

Hi

I had a similar problem, I had a direct debit taken twice, which left my account short of funds. I contacted the Halifax banking line which is 08457 203040 and they gave me a temporary free overdraft which covered the amount taken.

BenidormHereICome

2007-07-15 11:05:24

I was actually going to mention the temporary free overdraft. I've been given one of those as well, even though my bank account is a basic one at my request and as such overdrafts are not normally permitted. But this is why I have remained with the Halifax for so many years as they have always been very understanding and accomodating in the few occasions where I've had *cash-flow* problems.

M00NSHINE

2007-07-15 17:58:38

Thank you Benidorm and Ginamc for the reply :wink:

I've been onto the Halifax today and the lady told me not to worry, I've asked her if she thinks XL are messing me about and that it is now weekend so there would be no hope of me seeing £337.00 back in my account as it is Sunday and that it was promised to be sorted by Thursday last week, she said well to be honest it does not matter Saturday or Sunday they can put the money back no problems.

Then she got on about the overdraft which I never use, but she said if there was any money to be paid back in Direct Debit interest is not that much.

MikeCunliffe

2007-07-16 09:14:42

Like fwh, I can offer only limited advice.

First, in my experience with XL they are a disaster when it comes to customer service. Good luck in trying to get your money back from them this side of a fortnight.

Second, I presume the Direct Debit Guarantee applies to your dealings with XL via the Halifax. Ask the Halifax to chase XL as funds have been obtained from your account by XL in pursuit of a product/service that they have stated in writing WILL NOT BE SUPPLIED.

Keep a note of any charges you incur as these should ultimately be refunded, if not by the Halifax then certainly by XL providing you do not cause charges to be applied as a result of withdrawing money from your own account.

Count yourself lucky you are flying with an alternate airline.

M00NSHINE

2007-07-16 15:12:02

Cheers Mike for the reply.

I will make a note if anything happens.

At least I know for in the future I will NOT be dealing with XL again, might have done if they had played ball and payed me back in the 2 days like they originally said, but now they have just cheesed me off with the bull on the Telephone.

funnyboy

2007-07-16 16:26:41

hi what are ICR problems ?

M00NSHINE

2007-07-16 17:40:33

No problems, what I meant was, I wanted to book alternate flights which were near enough the same as the previous flights as not to mess up the Apartments bookings do you understand me now :?:

funnyboy

2007-07-16 22:13:13

right thanks

M00NSHINE

2007-07-18 08:43:53

UPDATE 18th July

Just to let you know, XL have refunded me the full money later lastnight :wink:

I can sleep again now

fwh

2007-07-18 08:51:45

Not defending XL but as the money arrived last night it is more likely the banking system that is the culprit.

I pay my credit card by direct debit. Some months ago I was charged for late payment. When I questioned it I was told that it can take 4 or 5 days to arrive. Strange as the money went out in plenty of time. They did refund the charges but could not explain why it took so long.

fwh

M00NSHINE

2007-07-18 10:56:16

Fair comment fwh :wink:

I'm happy it's all sorted now that's the main thing

shamus

2007-08-02 05:14:54

excel

Having my flight cancelled last week to sharm on 23 december from birmingham saying flight being pulled. Been on birmingham airport website they are still displaying flight. Where do I stand with this? Can they get away with this? Still awaiting refund for the flights they cancelled.

emmarushuk

2007-08-02 17:24:34

Shamus

It may still show but doesn't mean its definatley still flying as its an exteral site and information like this may not be updated frequently. Try dummy booking to see it its still showing on their website and if it is, contact XL.

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