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Seeking refund from airline/travel agent
Glacier2
post Sun, 21 Oct 2018 - 12:13
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Summary of events:

Booked flights with expedia for Iberian airlines, paid expedia and they supplied IB booking code.

I then had to contact IB to add baggage at a cost of 80 Euros.

3 weeks before the flights, IB changed the schedule and the offered change was unacceptable.

This was communicated to expedia who sought refund from IB.

IB refunded the fare excluding the baggage fees which were paid separately.

The question is who do I go after for the 80 euros? Expedia or the airline direct. Am I even entitled to this refund?

Does anyone have an address for Iberia in the UK?
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post Sun, 21 Oct 2018 - 12:13
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cp8759
post Sun, 21 Oct 2018 - 12:23
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https://www.iberia.com/gb/offices/

I don't see how you aren't entitled to a refund, they can't just pocket the money and say tough luck. I would go down the customer service route first, I don't see them refusing to hand back the money, if you paid it directly to them. Failing that, see if the bank can reverse the transaction (assuming you paid on a debit card).

If all else fails, someone sued Ryanair a few years ago by serving papers at the check-in desk at Stansted airport, as it was a place in the jurisdiction where the defendant had established a place of business, so the County Court is always an option (of last resort).


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Steve_999
post Sun, 21 Oct 2018 - 12:33
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May be worth posting an enquiry on their Facebook page (https://www.facebook.com/iberia) as most companies are only too keen to show their "public" how helpful they are.
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Glacier2
post Tue, 23 Oct 2018 - 12:19
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QUOTE (Steve_999 @ Sun, 21 Oct 2018 - 12:33) *
May be worth posting an enquiry on their Facebook page (https://www.facebook.com/iberia) as most companies are only too keen to show their "public" how helpful they are.

Tried that but they are not replying.

I am still looking for a valid email address.
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DancingDad
post Tue, 23 Oct 2018 - 12:49
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Paid on credit card and a refund via that?
Goods/service was not supplied and I assume you have written proof of the cancellation.
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Glacier2
post Tue, 23 Oct 2018 - 13:00
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QUOTE (DancingDad @ Tue, 23 Oct 2018 - 12:49) *
Paid on credit card and a refund via that?
Goods/service was not supplied and I assume you have written proof of the cancellation.

Debit card.
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StuartBu
post Tue, 23 Oct 2018 - 13:22
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QUOTE (Glacier2 @ Tue, 23 Oct 2018 - 14:00) *
QUOTE (DancingDad @ Tue, 23 Oct 2018 - 12:49) *
Paid on credit card and a refund via that?
Goods/service was not supplied and I assume you have written proof of the cancellation.

Debit card.


Is it a VISA one ?
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Glacier2
post Tue, 23 Oct 2018 - 13:24
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Nope. Mastercard.
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StuartBu
post Tue, 23 Oct 2018 - 14:51
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QUOTE (Glacier2 @ Tue, 23 Oct 2018 - 14:24) *
Nope. Mastercard.

Chargebacks can be requested for both Visa and Mastercard Debit cards if this is appropriate in your case.
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DancingDad
post Tue, 23 Oct 2018 - 17:18
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Via their complaints page https://www.iberia.com/gb/customer-relations/ and screen shots of each step would get it in writing.
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cp8759
post Tue, 23 Oct 2018 - 20:26
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QUOTE (Glacier2 @ Tue, 23 Oct 2018 - 14:24) *
Nope. Mastercard.

Chargeback via the bank, simple, straightforward and the money will be in your account in a few days.


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If you would like assistance with a penalty charge notice, please post a thread on https://www.ftla.uk/index.php
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samthecat
post Wed, 24 Oct 2018 - 08:45
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https://www.iberia.com/gb/customer-relations/

Looks like you can raise a complaint via this link.


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Glacier2
post Fri, 26 Oct 2018 - 10:58
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Waste of time.

Filling in the form only gets a "Please phone us".

Phoning them results in broken English and no help. International numbers too.

Going to try a chargeback now.
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DancingDad
post Fri, 26 Oct 2018 - 20:18
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QUOTE (Glacier2 @ Fri, 26 Oct 2018 - 11:58) *
Waste of time.

Filling in the form only gets a "Please phone us".

Phoning them results in broken English and no help. International numbers too.

Going to try a chargeback now.

At least you can tell the bank you tried and the lack of results.
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The Rookie
post Sat, 27 Oct 2018 - 08:24
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This is meant to be there Heathrow 'office' (handled by BA call centre allegedly).
02 036 843 774


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Glacier2
post Mon, 29 Oct 2018 - 16:57
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OK, the bank are being extremely obtuse and unhelpful.

If they decline to process a chargeback can I ask for a final response and go to the financial regulator?
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southpaw82
post Mon, 29 Oct 2018 - 17:25
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Link.


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Any comments made do not constitute legal advice and should not be relied upon. No lawyer/client relationship should be assumed nor should any duty of care be owed.
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Glacier2
post Tue, 30 Oct 2018 - 08:17
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Most useful, many thanks.
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mickR
post Wed, 31 Oct 2018 - 19:29
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Mastercard were absolutely shite when i tried a chargeback for airline tickets bought under duress after a ryanair cock up. I would suggest that you bin your card and get a visa debit card as the visa international rules for debit cards are almost identical to credit cards. Had 3 chargeback from visa with no hassle at all.
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Sparxy
post Mon, 5 Nov 2018 - 03:35
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QUOTE (mickR @ Wed, 31 Oct 2018 - 20:29) *
Mastercard were absolutely shite when i tried a chargeback for airline tickets bought under duress after a ryanair cock up. I would suggest that you bin your card and get a visa debit card as the visa international rules for debit cards are almost identical to credit cards. Had 3 chargeback from visa with no hassle at all.


Why not (if it suits you) get a Visa credit card and reap the benefits of both Visa's policies, and s.75 protection!

I got my Barclaycard purely to use whilst over in NI (mainly so Enterprise didn't tag on a grand authorisation on my debit card), and now use it almost exclusively and leave my debit card in my wallet. Pay it off in full each month.
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