Where do I stand in this situation...

Ms2011

In January 2020 we put down a deposit with a travel agents for a package holiday to America.

All Covid hell broke lose a few weeks later and of course we never ended up going.

We were issued a credit note for the deposit amount in August 2020 but have not used it.

I have recently tried to redeem the credit note for the cash amount as its not looking likely that we will be travelling to America for the next few years.

Citizens Information says I can redeem the credit note after 9 months but the travel agents says that only applies to fully paid up holidays, citizens information does not state this.

Do I have a leg to stand on? I have been a loyal customer of this travel agents for years and am feeling a bit miffed at how we are being treated.

Any advice?

Mike3549

Small claim court? if less than €2000? It costs you only like €35, the trick is they have to bring their legal team which might cost them more than actual claim. Send Head-Office an email that you're going to SCC, people in top offices usually react quicker.

If you are talking about "refund credit note", then its a government backed scheme, so that the agents dont go belly up when they have to do all the refunds in cash.

"The Refund Credit Note is valid for 24 months from date of issue. This means that the customer must use the RCN to book a holiday with the agent/operator within the next 24 months for future travel. At the end of the 24 months the customer will be entitled to the full cash refund or remaining balances. The travel agent or tour operator must contact customers who hold a Refund Credit Note no less than 4 weeks before expiry to advise them to use it or redeem it for cash. It is expected that the tour operator/travel agent will make their best endeavours to provide the cash refund no later than 14 days after your request. If for any reason it, notwithstanding the best efforts of a travel agent or tour operator to make good on the cash refund upon expiry, the customer’s right to redeem the outstanding value of the RCN for cash extends to any point in the future after the expiry date and the value of the Note remains protected.

The Refund Credit Note can also be redeemed for its value in cash 9 months from date of issue, provided it has not been used to book an alternative holiday."

And also

"If you have any queries about travel agent/tour operator insolvency protection, you should contact the Commission for Aviation Regulation – contact details on its website at www.aviationreg.ie. In the unfortunate event that your travel agent or tour operator becomes insolvent, the Commission for Aviation Regulation will make claim forms and information on the claim process available on its website, and will administer refunds due from bookings made, including Refund Credit Notes. For further information in relation to your general consumer rights in respect to package travel, you may refer to the Competition and Consumer Protection Commission at www.ccpc.ie."

Ms2011

Thanks for the reply, I rang Citizens Information and they said pretty much the same.

Does the Aviation Regulator deal with holidays, I was under the impression they only dealt with flight issues?

I am so annoyed about this I am willing to take it to the small claims court 😑

Mike3549

Absolutely no idea, i just googled and found this. Theres a chance an agent confused or played hardball re: deposit. Usually deposits are non refundable, but forgot the fact that the trip was cancelled on their side, not your fault or change of mind. Call them again. Try their HQ, FB page, twitter. Couple of posts and emails might take you less time than actual application to SCC. I think that credit note should have a unique number and is actually transferrable to another person. Worst case some of your friends might use them in the future if you don't plan to.

Ms2011

Just a little update...

Left a bad but true review on their website, 24 hrs later I got an email to say that although they don't usually give refunds they will this once "as a goodwill gesture".

Took a bit of chasing still but eventually on Friday I go my money back!!