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Refunds and cancellations - who have been the good guys?

 Poster: A snowHead
Poster: A snowHead
Updates ...

Which? has published a survey which reveals that trust in the travel industry has followed the fall-line ...

"TRUST IN THE TRAVEL INDUSTRY PLUMMETS TO RECORD LOW AMID CORONAVIRUS SCANDAL"
https://www.which.co.uk/news/2020/05/trust-travel-industry-plummets-record-low-amid-coronavirus-refunds-scandal/

The Guardian has a news report on that survey ...

"TRUST IN AIRLINES AND HOLIDAY FIRMS PLUMMETS, SAYS WHICH?"
https://www.theguardian.com/business/2020/may/20/trust-in-airlines-and-holiday-firms-plummets-says-which-coronavirus

For those wanting to read a bit of legal analysis of the situation, BLM - "an insurance risk and commercial law firm with both a domestic and international focus" - has posted this ...

"COVID-19: THE TRAVEL INSURERS’ RESPONSE"
https://www.blmlaw.com/news/covid-19-the-travel-insurers-8217-response

----------------------------------------------------------

Closer to home ...

Davina Goldballs wrote:

Is anyone from snowHeads and/or Banque d'Admin available to comment on the above? [the refund policy of snowHeads]
[b]


Dave of the Marmottes wrote:
I'm sure you can tell us because if you have a direct claim @dadmin will have been in touch. If he hasn't I suspect it's because it's not of your frikkin business. I'm sure you can take some comfort from the lack of bitching and whining on the forum to mean that everyone has had the situation addressed adequately.


I made it clear that it was a matter of idle curiosity. We're discussing the refund policies of everyone from Tui to Fui, without necessarily having any "frikkin business" with either. Scribbling, chat, journalism - whatever one cares to call the mix of this forum - is usually best tackled from an objective viewpoint ... and objectivity is usually gained by having no "frikkin business" in a subject.

Does the business correspondent of your favourite news medium have any "frikking business" ... today ... in the breaking news from Rolls Royce (9000 jobs to go) ... apart from a duty to inform an audience?
Is it best that that business correspondent is a client or shareholder in Rolls Royce to stimulate discussion? Or is it better to be arms-length from 'the business'?
snow conditions
 Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
Got this reply from alpy bus yesterday after they had charged me twice this month (may) for a transfer i took on the 5th of febuary
Dear Customer,

Thank you for your email.

Due to current quarantine and travel restrictions our Customer Service is running on reduced hours.
We will reply to your email as soon as possible.

We would like to inform that our transfer service has been suspended until further notice.

We will process any refund as soon as possible, but due to the large impact the Covid 19 situation has on the travel business and the number of refund requests the time had to be extended. We will be processing the refunds from October 2020 onwards. We can only apologise for this unavoidable decision we have had to make and any inconvenience it may cause.

If you have already emailed us, please do not send another email. This only causes double responses which is unnecessary for our work load.

Once again, we apologise for the inconvenience and delay in answering your email, our team is working the best they can to get back to you as quickly as possible.

Kind regards,
ski holidays
 Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
If they've charged you twice, that's credit card fraud.
Report it as a fraudulent transaction, and tell them you will be taking action against them.
You'll get a much swifter response.
I was being mucked around by an insurer in the UK regarding a claim - they'd spouted Covid related stuff.
I threatened them with a FCA and PRA complaint, I got a reply within hours, and the claim settled within days.
ski holidays
 You need to Login to know who's really who.
You need to Login to know who's really who.
@brock, most card providers give the option to click "query" next to a transaction and input the reason. "charged twice for same purchase" or some similar wording should be one of the options (it's one of the standard chargeback codes, and one that's very easily handled by the systems). This will be a lot quicker than waiting till October.

It would be polite to let Alpybus know that you're planning to do this, and give them a reasonable period (14 days) to refund you themselves, rather than them also having to pay the chargeback fee. If they don't respond, you have plenty of time still for a chargeback.

Barclays has started processing my chargeback/S75 request after my operator declined to refund, about 5 weeks after I originally filed it, so there's clearly a lot of these claims going through the system.
ski holidays
 Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
Many thanks for both your comments i have carried out these measures already and informed alpybus!
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 You'll need to Register first of course.
You'll need to Register first of course.
Updates ...

The Guardian ... A. Barrister writes ...

"FRUSTRATED CONTRACTS: THE LAW IS ON YOUR SIDE OVER HOLIDAY REFUNDS"
https://www.theguardian.com/money/2020/may/22/frustrated-contracts-law-holiday-refunds-coronavirus

The Mirror ... has the latest on the biggest operator ...

"TUI APOLOGISES FOR HOLIDAY REFUND FIASCO PROMISING TO BE "BETTER IN THE FUTURE""
https://www.mirror.co.uk/travel/news/tui-apologises-holiday-refund-fiasco-22067845

... which is very relevant to this tale told by ThisIsMoney, involving a punter who has punted £5000 on a Tui holiday ...

HOW CAN I GET A REFUND FROM TUI?
https://www.thisismoney.co.uk/money/holidays/article-8311957/How-refund-Tui-holidays.html

MoneySavingExpert has an(other) apparent PR own goal from Ryanair ... involving somewhat dubious language ...

Ryanair staff wrongly tell customers chargeback is 'fraudulent activity' and could mean they are put on a 'blacklist'
https://www.moneysavingexpert.com/news/2020/05/ryanair-staff-wrongly-tell-customers--chargeback-is-fraud--and-c/
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 Then you can post your own questions or snow reports...
Then you can post your own questions or snow reports...
I currently have the amount of my Ryanair tickets showing as pending into my credit card account having initiated a charge back. I did not bother to try to warn Ryanair first as its too difficult to get through.
snow conditions
 After all it is free Go on u know u want to!
After all it is free Go on u know u want to!
My Eurostar refund vouchers arrived yesterday.

Unfortunately there is apparently a £30 admin charge to the TO from Estar plus the TO 10% markup. I wasn't too concerned about the latter, charged by Rail Canterbury - they've always been up front about it, they are a SME and they need all the help they can get. So I told them I wasn't asking for it.

But annoyed to find that my £417 for 3 tickets (£458 total) resulted in vouchers to the value of only £387.

I think if Id gone for an insurance claim I could have had the whole lot inc. the 10% commission - although at what price future premiums?

Question is, will the bu&&ers charge that same £30 again when I rebook...? And now they are saying next year they are dropping to ability to book through the SNCF portion of the journey as a single transaction. Two payments required. Bah.
ski holidays
 You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
Updates ...

Given that Anglo-German Tui is "the largest leisure, travel and tourism company in the world" [Wikipedia] its actions and changes of tactics over the past couple of months must be regarded as a some sort of 'weathervane'.
The company's recent moves to reform its refund policy is bound to influence other operators, both major and minor, ski or non-ski.
Here's the latest state of play ...

1. As reported by The Sun ...

"TUI CUSTOMERS CAN NOW APPLY FOR CASH REFUNDS FOR CANCELLED HOLIDAYS ..."
https://www.thesun.co.uk/money/11687606/tui-refunds-cash-apply/

2. As set out by Tui itself ...

"CORONAVIRUS INFORMATION"
https://www.tui.co.uk/destinations/info/coronavirus
ski holidays
 Ski the Net with snowHeads
Ski the Net with snowHeads
belvilla is trying client's patience. client service unreachable, not answering by phone, by email. Promised voucher for next year - sent voucher, but for the sum as I it was cancelled last minute, compensating 10% of rent + cleaning fee + visitors taxes for the resort. Waiting for them to start operating normally and voucher fixed for the right sum, or best case scenario - full refund.
snow conditions
 snowHeads are a friendly bunch.
snowHeads are a friendly bunch.
@kosmoz, ime as a former belvilla owner they are totally on the side of the client. Fingers crossed
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