Hundreds of frustrated Teletext customers have contacted This is Money to say they have been waiting months – even more than a year in some cases – for a refund.
Disappointed holidaymakers say they’re still waiting to receive thousands of pounds back after their holidays were cancelled but have been unable to get in touch with the company.
This is Money reported last week that the CMA is threatening legal action against the holiday firm unless it returns over £7million worth of refunds to customers that have been left out of pocket.
In response, hordes of concerned readers got in touch to say they were struggling to get their money back and found any communication they sent the firm was ignored.
Many Teletext customers have complained about the long wait for refunds from the company
In total, 164 customers contacted us, with a third saying exactly how much they had lost, totalling roughly £90,000, suggesting the total amount of refunds our readers are due from Teletext Holidays sits at around £270,000.
One reader, Darren, had a holiday booked for 25 people for a bachelor party to Benidorm last June.
Teletext cancelled not long before but, despite his original flights set to depart nearly a year ago, he and his friends are still waiting for their £7,650.
Another Teletext customer, Nathan, was due to travel to Mallorca with family last June but was advised four days before, the trip for 16 people was cancelled.
He and his family have never received their £7,164 back – despite promises from the firm.
Meanwhile, Maureen had a trip planned with her husband and two friends also to Mallorca last May. It was cancelled due to coronavirus and rescheduled for the same time this year.
Teletext never got in touch to say the holiday wouldn’t be going ahead but as the dates were at the beginning of the month, when foreign travel was not allowed, she assumed it was cancelled.
She has been trying to get in touch with the firm for weeks to get a refund of £1,798 but so far has been unsuccessful.
Maureen said: ‘I have repeatedly requested a refund after holding on the phone for up to three hours before anyone answers. I do not want to move to next year or a later date and I do not want to be offered vouchers as a way of refund.’
Refund pending: Thousands of holidays were cancelled this year and last due to the pandemic
Customer Neil is another person waiting for thousands back after he paid £5,000 of his £8,000 family holiday to Cuba in February of this year that was also cancelled.
He said: ‘I had one email from Teletext stating it would refund us in April 2021 but then we received another email on February 5 stating we needed to apply for a refund credit note via an email address.
‘However, I got an automatic reply saying the mailbox will not be open until 31 December 2021 and a cash refund could only be obtained after this date for any unused part of the Refund Credit Note.’
Since then he has emailed and called Teletext Holidays regularly but has been unable to get through to anyone.
This is Money contacted Teletext Holidays again asking why the above customers – and thousands of others – had not yet been refunded.
However, the firm did not respond with comment by the time of publication.
Others have taken to social media to complain about the firm.
This Twitter user said they have been waiting 7 months for a refund from Teletext Holidays
Another user said they were waiting for a refund of £4,000 that was paid in December 2019
One customer said their holiday was cancelled last April and they can’t get a refund
This customer warned others from booking with Teletext Holiday after a year of waiting
What you can do to get your money back
For Teletext customers, and anyone else still waiting for a refund, there are steps you can take to try and get your money back.
1) You don’t have to accept a credit note: Firstly, it is important to note that if your package holiday was cancelled, you don’t have to accept a refund credit note from the company.
You also do not have to rebook. Legally, you are entitled to a refund. If a firm says otherwise, make clear to them that you know your rights.
2) Claim back through your card provider: Under Section 75 of the Consumer Credit Act, credit card providers may be liable when a product or service is not provided, if customers have paid more than £100 and less than £30,000.
There is no time limit for claiming back via this method.
If your credit card firm is not refunding you and you believe its reasons are unfair, you can take them to the Financial Ombudsman.
3) Escalate the problem via an adjudication scheme: Many of the major airlines including EasyJet and Ryanair are members of AviationADR whilst British Airways is a member of CEDR.
These schemes are Alternative Dispute Resolution programmes which help resolve disputes between passengers and airlines or airports.
It can ensure that its members issue refunds or take steps such as issuing a formal apology.
4) Make a claim with the Civil Aviation Authority (CAA): Unhappy customers can also complain to the CAA as well as make a claim if a booking has failed.
However, only customers of ATOL members can use this service. Whilst most are, Teletext Holidays is one such company that isn’t.
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