Your refund rights for purchases

Yes, Mia is entitled to a full refund for all parts of the holiday that made up the travel package.  As she bought the holiday as a package the retailer is required to protect all parts of it under the Package Travel Regulations.

If she’d bought the flight, hotel and other activities separately she’d only be able to claim for the parts cancelled by the supplier. She should first try to claim through the holiday provider but if this is unsuccessful we’ll attempt to claim on her behalf.

Helen should first check the cancellation policy for the flights and hotel. She does have the right to claim a refund on her credit card for the airline ticket but not the hotel. This is because the hotel has not failed to provide its service, unlike the airline. She may be covered under her holiday insurance for the cost of the hotel but should check this with her insurer. 

David should first check the cancellation policy for the flights and hotel. If the decision not to travel was completely his and the hotel / airline didn’t cancel then he won’t be able to claim a refund on his credit card. That’s because neither the airline nor hotel have broken their contract. Depending on the circumstances and any travel restrictions in place, David may be covered under his holiday insurance but should check this with his insurer. 

If the airline is based within the EU or flew out of an EU country, then they’re legally obliged to offer Jerry a full refund if they’ve cancelled your flight. So Jerry can claim against the airline by raising a dispute with us.

If this isn’t the case and the airline or flight was outside the EU, he still may be able to get a full cash refund. Jerry could raise a claim on the basis that the airline hasn’t provided a service. 

Amy should be able to claim back all of the cost of the package for the whole group. That’s because she paid on her credit card and the package travel company has broken its terms and conditions and not provided the service.

As she booked the activities separately on her debit card, she would only have a potential claim for the separate activities as consequential losses under section 75.

Yes, if Jane is unable to get the missing item delivered by attempting to contact the retailer then she could raise a chargeback claim for the lamp. We’d then try to get the cost back from the merchant on Jane’s behalf.

As the purchase is less than £100 the claim wouldn’t be covered under section 75.

She wouldn’t be able to get a refund on her credit card for the cost of fixing the coffee machine. However, she could raise a chargeback claim for the original cost of the faulty item and we’ll then try and get a refund back from the retailer.

Yes, we would be able to raise a chargeback with the merchant in Germany for the goods not received. He’d also be covered under section 75 as the purchase is over £100 so would be protected even if the chargeback is not successful.