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Old 19 Jul 19, 11:40 AM  
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Miss_Shell
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Mobile TC holiday extra refunds - advice needed

Hi all,

I recently upgraded our inbound flight with TC and was told we were due a refund as we had already bought some of the extras included. I have been told three separate timescales for refund:

3-5 days
5-7 days
10 days

We are now on (working day) 11 and no sign of said refund. I spoke to both their customer services and online chat, both advised they cant escalate to a complaint and to fill in a form. Unfortunately you cannot fill this form in if you've booked flights only so a bit stuck.

I've submitted a complaint via resolver but I dont know if TC are obliged to reply.

Has anyone else been in a similar position and have had successful refunds for this kind of malarkey?

Thanks in advance x
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Old 19 Jul 19, 01:49 PM  
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123Ellen
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Have you got anything in writing saying that you are due a refund? It doesn't seem right that they don't have a complaints process even if you only booked flights.
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Old 19 Jul 19, 01:57 PM  
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Miss_Shell
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Originally Posted by 123Ellen View Post
Have you got anything in writing saying that you are due a refund? It doesn't seem right that they don't have a complaints process even if you only booked flights.
I do yes. It seemed very odd to me and when questioned they didnt really know what to tell me!
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Old 19 Jul 19, 04:23 PM  
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FloridaFairy
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Why canít it be escalated to a complaint?
You previously bought a flight and paid for extras eg seats entertainment etc... ?
You have now paid to upgrade but these extras are included in the flight/seat... ?
Therefore you have paid twice ...
Give customer services the amount that you have paid twice for and request refund... take their name and state that you expect a refund within 5 working days or whatever you feel appropriate...
State youíve already waited and if you feel itís appropriate request any compensation
Customer services can help they can take payments so surely must be able to refund.. they will also have a record of all exchanges-web searches etc that youíve done as well.
2017 we travelled with then and there was a glitch which enabled us to book seats for free... this was flagged on The Dibb but needed to be done soonest...
We were travelling g with friends but he hasnít been checking and was too busy that evening to ring. Few days later the glitch had gone and when he rang and said heíd been checking etc , they pointed out that he hadnít ... how they knew, I donít know but they did meet him half way so they are able to help...
Iím sure one the dibbers is fab at getting queries resolves with TC ... canít remember who tho but Iím sure someone will be along shortly to help ...
In the meantime keep on at customer services
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Old 19 Jul 19, 05:23 PM  
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Miss_Shell
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Thank you both, I rung them again and now they are saying to wait till Monday/Tuesday. I have specifically asked to escalate to a complaint but are still reluctant to do so 🤬
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Old 19 Jul 19, 07:51 PM  
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7SeasSailor
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Get on their Facebook site and start complaining.
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