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The travel company named on your documents should be able to confirm that your booking will proceed as normal. If you booked a flight only with STA Travel Limited with a scheduled airline, you will need to contact the airline about your booking. The airline is responsible for your booking and this should proceed as normal.
Customers in receipt of a Refund Credit Note for a cancelled flight due to COVID will need to contact the airline to either make a new booking for a later date or to claim a refund with the airline concerned. See our Questions and answers section at the bottom of this page for further information.
If you booked corporate travel with STA Travel Limited, these were sold under a general agreement and there was no requirement to financially protect these sales. Customers should contact the provider of the travel service such as the airline regarding their booking. If you booked through a travel agent and not directly with STA Travel Limited please speak to your travel agent first for advice. If you paid STA Travel Limited directly using a debit or credit card you will need to submit your claim for a refund to your card issuer.
To assist you in making your claim you will need to download a letter below. These letters should not be used if you booked via a travel agent and not directly with STA Travel Limited. Customers that paid STA Travel Limited by any other method or booked through a travel agent will need to submit a claim by clicking here.
You will need to have all of your booking information and documents to hand when submitting your claim. STA also operated as separate companies in a number of countries worldwide. Customers that booked with STA Travel businesses outside the UK will need to establish what protection may be available in the jurisdiction that those companies was based.
Customers requiring further assistance can contact or sta claims. Please note that we will answer calls and answer emails as quickly as possible but call waiting times may be significant during the current crisis. Please only call if you have already followed all the advice issued above. If you have received your ticket, you should still be able to use it but you should confirm this with your airline.
If you have not received your ticket or you were waiting for a refund on a cancelled ticket you should check your documentation. STA Travel Limited sold airline tickets in one of three ways:. In the case of both points 2 and 3 above, STA acted as an agent and your contract is with the airline.
Contract law and agency law dictate that the airline is responsible to you, if you have paid STA as its agent. The airline should refund you even if it has already refunded STA. If the airline is refusing to help, you can contact the CAA , which regulates airlines in the UK, for further assistance. Your RCN should clearly indicate how you are protected.
For any other forms of RCNs, please contact us on or sta claims. You should use the documentation you did receive to submit a claim by following the advice given above.
Whether a customer has paid a deposit, part payment or full payment, the claims process is the same for each. If your travel agent already paid money to the airline, accommodation or other travel service provider before it went broke, your service should still be valid. However if the travel agent did not transfer the money to the provider, your booking may be affected. Check with the provider to see if they will still honour your booking. If they won't honour your booking, then refer to our advice on how to get your money back via a credit card chargeback.
If you're unable to process a credit card chargeback, you'll need to register with the travel agent's external administrator as an unsecured creditor. This places you in a queue to get your money back, behind secured creditors, such as staff and shareholders. Be careful with cancelled bookings that were arranged by a travel agent that subsequently went broke.
Following the collapse of online travel agent Fly, CHOICE saw an example where a person requested a refund, only to lose their money when that refund was transferred back to Fly Rebooking or asking if the airline can hold your credit voucher may be a better option in this case.
It's unlikely your travel insurance will cover your losses if your travel agent goes bust, but always check with your travel insurer rather than presume you won't be covered. In our travel insurance comparison of policies, we were unable to find any insurers that would cover insolvency of a travel agent and unfortunately we're not aware of any insurer that does. If a travel provider, such as an airline, hotel or cruise line goes broke, your insurance might cover it.
Read our advice on travel insurance and insolvency for more information. Skip to content Skip to footer navigation. Top of the content. COVID travel cancellations: can you get your money back? Travel agent fees, deposits, credits and refunds — we give you the lowdown of your rights and how to get your money back. Sadly, yes. Travel restrictions are stifling business. In the UK, the rules on different European destinations keep changing. Due to the uncertainty this creates among prospective travellers, sales are not picking up as anticipated.
On Thursday Qantas said it did not expect to start flying intercontinental routes until the second half of — signalling the continued closure of a key market, Australia, to UK travel firms. Join thought-provoking conversations, follow other Independent readers and see their replies. Want to bookmark your favourite articles and stories to read or reference later? Start your Independent Premium subscription today. Recommended Should my holiday be covered by Atol protection?
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