Hi Elenitsa

Thanks - I think that I'd better see if I can get hold of someone at the CAA!

I would most definitely recommend you do this. I phoned the CAA as I was concerned I'd waited far too long for an acknowledgement letter. After trying to fob me off by saying they had a backlog, I stood my ground and insisted I spoke to someone who was logging the claim forms. She was most helpful and told me that a letter had gone out to me ages ago but I hadn't received it. She said she'd put another acknowledgement in the post and true to her word it arrived 3 days later. I'm still wating for the refund but at least I now have a caim reference number and as far as I know things are in progress.

Thanks Shirley - I e-mailed them today, so I'll give them a week then start nagging by phone!

Just got off the phone to the Claims handling department. Well, what can I say? It wouldn't be appropriate to print
Basically, I'm no wiser now than I was before phoning. I wanted to know roughly how much longer was I going to have to wait for my dad's refund. Not an impossible question, I would have thought.

My dad received a letter at the end of November telling him that it should all be through in 40 days. Over 50 days later and the girl on the phone told me that it's only since the end of December that they've been given the go-ahead to process refunds. In that case, I asked her, why was my dad given an estimate of when he'd have the refund. To cut a long story short, she was full of sympathy (didn't sound very genuine) but told me that once my dad would have a letter telling him the refund has been authorised, then it would take roughly 7-10 days for the money to be in the account. "When is this letter likely to arrive" I asked and "where in the logging system is he?" Oh, there's no system of prioritising it's just pot luck but hopefully it will be sooner rather than later. This claim's been on going since September, when xl went out of business. Thank God he's only claiming the cost of 2 flights. I'd hate to think if he was waiting for a refund on a family holiday.

Rant over. So it seems it's a case of sitting and waiting yet again.

I've emailed the CAA twice in the last 10 days asking them just to confirm that they'd received my claim - zilch, no acknowledgement, no read receipt - nothing!

Like you, I'm glad its only £130 deposit that I'm chasing, but it's still £130 of MY money! Thankfully the credit card company coughed up the cost of last year's flights!

hi ..shirley........i have the same problems as you .and the same tee shirt it seems....

URGENT - just googled "CAA handling of XL claims" and found this http://www.travelsupermarket.com/community/forums/t/refunds-xl-travelcity-direct-customers-26428.aspx?PageIndex=2

MODS - if the link is unacceptable please advise how to post it.

The poster Matt seems to have been advised that ATOL/CAA have struck a deal with the credit card companies and will be advising people to go down this route if they paid for £100 or more of their trip!!!

I could've done THAT 3 months ago!!!!

http://www.caa.co.uk/default.aspx?catid=1804

Yup - it's official. Looks like we'll all have to start again with our credit card companies!

I still don't think things are very clear. It seems the CC companies are liable for some things and the CAA for others. Also there is a bit on the site Elenitsa's linked to that says the CAA may want extra info if you'd booked through freedom flights. I tell you, in my case it's all very confusing. I booked through the Travel Republic website - flight and accomodation (only claiming back flights). Paprework stated xl flights arranged through freedom flights. Who the heck is responsible? It seems the rules are all different, depending on with whom and where you booked.

For the moment, I can only go with what I was told on the phone earlier, but await developments with baited breath.

This definitely needs to be brought to the attention of the media though. Anyone care to start the ball rolling. I'm willing to put in my twopenorth worth

Still no news on the refund front. I can't believe the CAA are getting away with all the indecision and feet dragging over this business. Does anyone have any news on latest developments.

Hi Shirley ... are you aware of the updated page on the CAA website .. click here.

David

Thanks for that link David, I hadn't read that info before. Apparently it says they may wish to obtain extra information from people claiming Freedom Flights refunds (I'm one of those), but when I spoke to them about a fortnight ago they said they now held all the info they needed for my claim to go ahead. Don't understand why I still haven't heard from them

I really must phone them I STILL haven't received any claim no or acknowledgement! No surprise, they haven't answered either of my e-mails. I think that having waited nearly 4 months since submitting my claim is just a little "off", especially when their website actively discourages you from making contact.

Still waiting - some 5 months later - still waiting

My husband and I were due to fly to Egypt with XL a couple of weeks before they
went into administration, but, we are still waiting to paid out and have been told
and have it in writing from CEGA travel Claims Services who are acting on behalf
of ATOL that many of the claims are complex and would we kindly refrain from contacting
them as this causes even more delay, but, that they are working alongside the CAA
for specific guidance etc to help keep there delays to a minimum.

Well, I am sorry, but 5 months is an awfully long time to wait, and, not only did we
not have a holiday but now we are overdrawn and desperately need the money and trust me the banks do not want to know your poor excuses for non-payment. But, on reflection, maybe they will be prepared to wait over
5 months +++

I am so frustrated - are many people still waiting like us???

Jugsy - I haven't heard anything, but my claim is very small compared to yours and, if it comes to it I can walk away from it. I still don't have a reference no. They are now auto replying their e-mails and the phone carries a message "please only hold on if you have received a letter requesting you to ring"!!!

I know that processing the claims will take a long time, but they should have had a system in place whereby all claims were logged and received an acknowlegement within, say, 14 days to a month. At least then you'd know if your claim had got there.

I know that they say that they're dealing with a huge amount of claims, but other organisations manage to at least give you an acknowlegement!

Thanks for that Elenitsa

Seems like it's a 'lottery' as to who gets paid and when and sadly we are the ones with
the 'unlucky tickets'... excuse the awful pun!

We are waiting for just over £700 now, not a huge amount to some, but, an awful
lot to us.

Have read the up to date info but heads spinning with different comments etc

Have just read that they are even replying to emails by auto email, so, as when this happens
you might as well 'talk to the wall'

Mind you if this was good enough for Shirley Valentine!!!

HI,
I'm one unhappy customer who's still waiting -four and a half months since I put in my original claim form. Have spoken to them on the phone a few times and have had one letter since receiving a ref number from them. The letter was dated 19th Dec and said they'd settle with us within 40 days

I've sent a couple of letters of complaint as I feel I'm just being fobbed off on the phone but they haven't replied to these. Thankfully, my refund is only for a return flight so isn't too substantial. I really feel for all you who are waiting for hundreds of pounds. Let's all keep each othere updated as to the situation. It certainly helps me feel better knowing that it's not only me they're playing silly beggars with.

Is it true that the people who were in charge of Freedom Flight (Part of the XL travel group) have set up "Kiss Flight" whose flights will be operated by Viking Air?

Alasdair

I understnd that directors of XL are involved in Kiss....

roboa wrote:

"Kiss Flight" whose flights will be operated by Viking Air?

The former CEO and two directors from failed XL Airlines are backing Viking Airlines. They cut all ties with XL and have in effect got themselves new jobs with Viking. Phil Wyatt, under his new business Black Pearl Investments, alongside Halldor Sigurdarson and Magnus Stephensen have a 50% share in Viking Airlines. Viking have been around for quite a while, operating charters using MD-80's. Under the new regime, Viking Airlines have leased a couple of former XL Boeing 737-800 (G-XLAE/J) after their lease with XL was cancelled. Although they are the same aircraft, they have nothing to do with XL and have just been leased from the same lease company XL leased them from. They'll operate charter flights across europe. Kiss Flight is the direct selling arm of the business selling flights on Viking Airlines and Pagasus.

Darren