Any experiences with TripADeal cancellations and getting a refund?

Seat0B

Established Member
Joined
Sep 20, 2018
Posts
1,984
Qantas
Platinum
My 90 yo Father in Law has had his European holiday (incl river cruise) booked and paid in full last year for travel August 2020 cancelled by TripADeal. Cost over $13,000. He took insurance as part of the TripADeal package, with their insurer, who of course has a "no claims in pandemics" clause. And being old, he paid them by EFT so no chance of a credit card charge back đź‘Ž.

TripADeal has been trying to get him to accept vouchers, but he is reluctant due to his age and the uncertainty about when the borders might open. So he asked for a refund.

They responded that it will be "best endeavours" only and went into a lot of detail about how they get cheap deals by making non-refundable group airfare bookings, and said they have paid out a lot of non-refundable deposits for other services, so that he should be prepared for less than a full refund. This seems pretty unfair to me - that's their business model and the risks flowing from that model are theirs, I feel.

Has anyone had success with getting a refund out of this mob? Anyone with advice on what to do next?
 
Sponsored Post

This is an example of a Sponsored Post, one of the many ways you can advertise on the Australian Frequent Flyer.

Other options include banner advertisements on our content and forum pages or our newsletter. You can also purchase an audio message on our podcast - or if you just want to try it out, you can sponsor a thread.

If you'd prefer not to see any advertisements (including these sponsored posts), you can become an AFF Supporter from just $6 and instantly remove all advertisements from our website!

Joined
May 20, 2018
Posts
150
Qantas
Gold
Virgin
Gold
I would also be looking at earlier versions of the travel insurance as well. You may have been told now that
it doesn't cover pandemics but what did the TC's say at the time the insurance was purchased?
 

MEL_Traveller

Enthusiast
Joined
Apr 27, 2005
Posts
24,304
Ok this thread is about Trip a deal and not other companies

True. But it goes to the 'Japanese companies will not refund due to Covid' argument being put forward by the company.

From all my - reasonably extensive - dealing with Japan, I feel the 'no Covid refund' policy is totally out of character, and worth exploring whether it's actually the case.
 

tatzcon

Newbie
Joined
Aug 1, 2008
Posts
8
Hi,
We are having a similar problem with the Accor managed Royal Seminyak in Bali. We had paid for accommodation for last July but obviously we couldn't get there but they are refusing to refund our money and will only give a credit for a future stay. I have tried using contacts with Accor to wrangle a refund as we have two Accor managed properties in Port Douglas but they still will not refund. I would be happy for a voucher to use at any Accor hotel but this is only a credit at the Royal Seminyak ans who knows when we will every be able to get there and frankly when we can leave Australia again Bali won't be high on my list. I tried making a claim through my travel insurance but this was declined because they were still giving me a credit. Does the ACCC have any power in this as it is an overseas property?
 

MEL_Traveller

Enthusiast
Joined
Apr 27, 2005
Posts
24,304
Hi,
We are having a similar problem with the Accor managed Royal Seminyak in Bali. We had paid for accommodation for last July but obviously we couldn't get there but they are refusing to refund our money and will only give a credit for a future stay. I have tried using contacts with Accor to wrangle a refund as we have two Accor managed properties in Port Douglas but they still will not refund. I would be happy for a voucher to use at any Accor hotel but this is only a credit at the Royal Seminyak ans who knows when we will every be able to get there and frankly when we can leave Australia again Bali won't be high on my list. I tried making a claim through my travel insurance but this was declined because they were still giving me a credit. Does the ACCC have any power in this as it is an overseas property?

Couple of things here. Have a look at their terms and conditions. Do they say 'refund' or do they have a force majeure clause? If you book on an Australian site you should be covered by Australian Consumer Law, but AFAIK most of my bookings with Accor seem to be via the Euro site? (when i booked Bali it was quoted and charged in Euros.)
 

Seat0B

Established Member
Joined
Sep 20, 2018
Posts
1,984
Qantas
Platinum
I would also be looking at earlier versions of the travel insurance as well. You may have been told now that
it doesn't cover pandemics but what did the TC's say at the time the insurance was purchased?
Yes thanks @BudgetFly, sound advice. However, the original policy excluded all losses from pandemics. Like a lot of policies, turns out it was not much use.
 

Seat0B

Established Member
Joined
Sep 20, 2018
Posts
1,984
Qantas
Platinum
What did your state's consumer affairs service advise?
I've outsourced that to my sister in law who lives locally, but basically it was to engage in a thorough exploration of issues with the provider and try to get the best deal you can before doing anything more. They said that the ACC had muddied the waters with their force majeure style argument that it is exceptional circumstances and the suggestion by ACCC that the offer of a voucher is enough in the absence of contractual terms and conditions allowing a refund.

So we are going around the mulberry bush again with TripADeal saying that there is no right to a refund, and they have offered a voucher, so no issue. We feel that a non-transferrable, conditions apply voucher for a man of 90 is not really a proper remedy. And we are still arguing about whether their conditions allow a refund when THEY cancel rather than us. They just delay responding and then come back with form emails that don't address the issues we raise.

As others have said, it's intensely frustrating and circular, and I see why people give up.
 

MEL_Traveller

Enthusiast
Joined
Apr 27, 2005
Posts
24,304
I've outsourced that to my sister in law who lives locally, but basically it was to engage in a thorough exploration of issues with the provider and try to get the best deal you can before doing anything more. They said that the ACC had muddied the waters with their force majeure style argument that it is exceptional circumstances and the suggestion by ACCC that the offer of a voucher is enough in the absence of contractual terms and conditions allowing a refund.

So we are going around the mulberry bush again with TripADeal saying that there is no right to a refund, and they have offered a voucher, so no issue. We feel that a non-transferrable, conditions apply voucher for a man of 90 is not really a proper remedy. And we are still arguing about whether their conditions allow a refund when THEY cancel rather than us. They just delay responding and then come back with form emails that don't address the issues we raise.

As others have said, it's intensely frustrating and circular, and I see why people give up.

Well, perhaps it will come down to whether the contract had a force majeure clause in it at the time.

Hopefully you get invited to the FB group!
 
Joined
Sep 1, 2020
Posts
1
Hello @Seat0B,
I wouldn't dwell on the TripADeal Ts&Cs for too long. TripADeal's online version has changed since mid(ish) last year when you indicated your Father In Law paid and it is the version current at the time of booking that apply.

I too had a cancelled TripADeal trip and it took 4 months of multiple credit offers, many many email exchanges and several varying "Best Endeavor" refunds before I received a refund into my account.

I recommend the Facebook group "TripACon Trip A Deal" to you - it has several hundred people in a similar situation to your FIL, experienced in the long drawn out debate with TripADeal and with a wealth of good advice to assist.

Best wishes.

Hey TroubleWithTAD,
Seems I and many others are in the same situation at the moment dealing with TAD. For my $2800 trip to Asia, they offered to give me a credit minus $1700 off the trip cost. How did you go about getting your refund ?

In my situation they are claiming that the airline is not giving them a refund, so they're not passing anything on to us. They have offered for us to rebook and take the trip by May 2021, or take the voucher with a $1700 loss. Additionally TAD have failed to offer the same flight postponement offer as what the airline is offering them, with Malaysia Airlines offering all flights to be delayed to Dec 2021, however TAD are still only offering the May 2021 deadline.

I have requested for the TripACon FB page, but haven't heard back after a couple weeks.

Any help is greatly appreciated from anyone in the thread

Cheers
 

Seat0B

Established Member
Joined
Sep 20, 2018
Posts
1,984
Qantas
Platinum
Another week without admission to the TripACon FB page - they must think I'm an undesirable member :eek:.

We continue in a low level war of attrition with TripADeal with long delays in responses on their side. I will post again when there is any outcome. Good luck to others affected.
 

Seat0B

Established Member
Joined
Sep 20, 2018
Posts
1,984
Qantas
Platinum
A good result! After a lot of nagging emails and pestering, my father-in-law was advised that he will get a full refund less just $100 for service fee. he's very happy about that. Bank details have been provided for the refund, and I will post again when the money lands in the account.

My message for others is - be firm and persistent, know your rights, don't settle for the first offer and keep good records. To that I would add for the future - only pay by credit card, and maybe avoid organisations that have not treated their customers with respect in this pandemic. Even though he's getting his money back, it has come with an overhead of time, energy and emotion that really should not have had to be invested.
 

Sandie-fran

Newbie
Joined
Feb 8, 2018
Posts
6
The Facebook group TripACon has been a great help - so many members have come forward with tips and suggestions.
It appears that the way to go forward is by lodging an application with NCAT - the NSW Civil and Administrative Tribunal. Once lodged you would get a hearing date - usually for a telephone hearing. There is also helpful information on the NCAT site.
My departure date would have been tomorrow, 12 October, but it seems tht TripADeal may come up with an 'offer' for me sometime next week.
I have been asking for a full cash refund since September 1st!
There is always the option of trying for a chargeback if a credit card was used to make the payment.
 
Top