… bit difficult to do it electronically. The CAA has to be totaly sure that payments have been made and need to see concrete evidence of all payments. They also have to see all the invoices to look at what has been booked and how it has been booked. So, a lot of paper has to go with each claim. They do take time, but in my experience, they do get through it. There is no easy way – and the CAA has had a lot of experience at this.

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Darren

The main problems come from evidence such as cheque and credit card statements all must be originals not copies.It is to easy to fake a copy. A lot of people would not trust electronic copies of there information, especially with the governments record on keeping information safe. But like with Passports there is no reson why the information could not be filled in on line and then posted.

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Don’t really see the difference, If it all has to be posted anyway. One might as well send the form. After all, the CAA would have the additional task of linking up the bits of paper evidence with the online submitted evidence – and if the technolgy has a simple glitch…..

It’s not the first time. We have had big failures in the past – anyone remember Intasun? The system worked a treat then and everyone got paid, so if it isn’t broken…

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Yes sent my claim form to ATOL re-corded delivery on the 12th september.
Waited all year to go to florida. Nearly four weeks and not a word. Want to rebook but will not until notification of refund.

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I have received a letter from CAA with my claim number on the 9/10/08, but thats it when I phone no-one will speak to me, it took me 2 years to pay this holiday off. its a disgrace the phone number im ringing the CAA on just fob you off with excuses. I just want to know if I am getting my money back.

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filled in a claim form on 12/09 (day of our booked holiday and day XL went bust) still havent heard anything about our claim despite being told by the travel agent at the time that we should receive the refund within 12 weeks. Noone will speak to me at the CAA as i dont have a claim number but i dont even know if they have received my claim as i have heard nothing from them. i just want to know when to expect my claim number and of course my refund!!!

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Our problem is the same as A Fitz. We too sent off the claims form that we down loaded from the CAA site which we sent on to them on 15/09/08.We waited until 1/12/08 and then sent a letter asking why we had heard nothing.

Not even a claim form number.Surprise surprise still no reply. I am forming the impression that those who sent in early claims are at the bottom of the pile.

It would be amazing if you could give us some idea of what exactly is happening. Just a thought. Do you think that CAA stands for Can’t Action Anything!!

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I have also been waiting for a refund i had an acknoledgment letter on the 3rd of nov 08 which apprantly states on there website that once u have recieved this letter u should recieve your money within 12 weeks. Yet on the two occassion i have called i get told that they have not been given the go ahead to release any money ( i’m wondering who gives this authorisation when they are the company dealing with the refunds) we was due to travel the 14th of sep just two days after the collapse like everyone eles had saved really hard was going to egypt and staying at the water park with our two children who were gutted, so spent another 500 pound for a weekend at legoland so either way we are still out of pocket. Our suitcases are still packed in the loft as a soon as money arrives we are going on holiday, i have found flights and same hotel yet as the days gone on the price keeps going up!!! i do not have a spare 2000 to book it and just wait for refund. I know its not the CAA fault that XL collapsed but a more information as to whats happening would’nt go a miss.

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Hi just wanted to let u all know i have just spoken to caa and have been told claims have now started to be paid out. They have started with flight only claims first. Mine was a package but have been told mid feb and I should have my money back woohooo.

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I’m in the same position, we had booked for September 17th through fleetway and xl went bust about a week before we were due to fly to egypt.

I was initially fobbed off, with them telling me there was no alternative flight to egypt, and then they managed to re-arrange but I had to fork out for the whole holiday again – which they said I would get the money back soon -so I put this on my credit card.

I then got told towards the end of october they hadnt received my paperwork -so I asked them to resend the forms – which never came, but then on the 13th November 2008 I recieved an ackknowledgement telling me they had received my claim.

Towards end of november got half my money back from fleetway, but still waiting for the other half from the flights from the caa.

I have rang up twice since then – most recent being 27th January and been told both times they are working their way through the calims – but unable to tell me where my claim currently is.

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Hello, just stumbled across your blog and have read with great interest. We had our 2 weeks in Florida booked and paid for through Travel City Direct and were due to fly on 17th Oct. As we had already booked a friends villa and after much deliberation and in the belief that we would get our money back soon via ATOL, we decided to bite the bullet and book the flights, car hire and park tickets again. We did this through Ocean Florida who were very efficient and helpful and got us away on our scheduled date (although obviously different airport/flights from the TCD ones) .
Our claim forms along with copies of visa and bank statements and a copy of a cheque went off the week after TCD went bust and we have recieved acknowledgement of our claim and a claim reference but it also requested that we did not contact them as they were so “busy” dealing with the claims so I have not done so. However reading your blog page has stirred me somewhat and I am looking for advice as to what action (if any?) would you advise that I take from here ?
I paid a small part of the initail deposit by credit card (approx £150), then the second part of the deposit by cheque (about £500) then, foolishly, the remainder (over £2000) by debit card over the net in August roughly a month before TCD went down. In all we are down over £3000 . We are doing our best to be patient but like many other families it’s almost as though our lives are “on hold” – if only someone could tell us “if” or “when” we might get our money back then we could stomack the delay – but the situation at present is torture.
We look forward to your advice,
Regards, Ian Atkinson

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I recieved a claim Number on the 3rd November (Failure of XL Leisure Group Freedom Flights I also recieved a phone call from them asking for a copy of my booking reciept from Travel Repulic who I booked the Freedom Flights through payed by credit card I did try the credit card first but they said I had to go through atol first. emailed a copy of my booking reciept back to them with my claim number never recieved a reply Tried to ring them today . Recorded message saying we will only speak to you if we asked you to call us

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hi in reply to richard just keep on hold they have had they message on there for ages but i just keep holding aslong as u have a claim number they will speak to u, i was asked to send in further documants as mine was freedom flights so i just say i’m phoning to find out if u recieved them and then once they tell me that i start quizzing them with how long is all this gonna…………. so on . so frustraiting.

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The caa atol & abta are nothing but legal crooks in my mind. iv saved for 2 years to take my family and my grandkids on a dream holiday to disneyland in sept 08. we have sent all the paper work to the caa but still avnt had a penny back. i am starting to think am i going to get my money back. why do we pay atol when we book our holidays because they have done nothing for me and nothing for the other 200.000 people still waiting. i think everyone should get in touch with watchdog i already have, what would they do if everyone refused to pay the one pound per seat fee that pays their wages and bonuses. they come across as a two bit company working from a back street shed with a little old lady typist sat in the corner typing letters to us all to say DON’T PHONE US, WE DON’T GIVE A ****.

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I booked a holiday with Travel Republic on 2nd September and paid in full – we were due to holiday in November. We lost our flight and with the change of day for the hotel, had to pay another £800 to keep the holiday. We are owed approx £650.

I have had many conversations with CGEY who are the reps for the CAA and like the lady above was told that we were classed as a package holiday (even though Travel Republic book each aspect separately and only our flight was affected) and that they were not being allowed to be paid by the administrators, who I understand are Kroll. That was before Christmas and we are still waiting for the money.

When oh when will we ever get our money back – it has now been the best part of 5 months and we are still waiting. Who gets the interest on all this money being held for I am sure thousands of customers. We have now booked our next holiday for May and I live in hope that we may at least get our £650 back by then.

Any news on when we may get it !!!!

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I booked my holiday last year to go to crete in september, had my claim number from caa since october but still no refund.
Its getting to the stage where i am desperate to get my refund now i rebboked my flights and paid on my credit card thinking i would get refunded in 12 weeks and now still no refund HUGE credit card bill and a husband being made redundant!!!! so im razzed off

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Anybody got any ideas on how to speed things up????

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can u believe this i was asked to send in a copie of my hotel reciept back in dec then on friday i had a letter from the CAA asking me to send in all of my booking confirmation which i did by email, phoned them monday to see if my claim was now gonna be settled and have been told they have now had to go back to on the beach who i booked with as the orignal documants they sent in was apprantly not good enough to settle the claim…… i get the feeling they don’t want to pay out AGGGGGRRRRRAAAAAHHHHHH

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Today we received a letter from CAA to say that as we paid part of the holiday by credit card we have to go back to the credit card company for the whole refund. Problem is there were 7 people in our party and only one of them paid a part of their share on credit card to the amount of £400. The entire holiday cost over 10k and the rest of us paid by cheque. Surely no credit card company is going to pay 10k when only £400 was put on the card in the first place. What are our rights? It seems like the CAA are trying to find any excuse not to pay up and meanwhile we are all 10K out of pocket!

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We received our letter of acknowledgement and claim number back in October and we still haven’t had any money back. We had booked flights with Freedom Flights through Travel Republic for July 2009. We have since rebooked the flights with Thomson on the strength that we will eventually get our money back. I’ve been reading that the CAA are taking Travel Republic to court. Will this have any affect on claims? On the CAA website it says that if your booking was with Freedom Flights then the CAA will be contacting you shortly for further information. It didn’t have the date posted so not sure what ‘shortly’ means! Has anybody been contacted yet? The CAA website mentions that as of 13th Feb they have dealt with 52,416 claims and paid out over £12 million – is the money running out?! There is also a proforma letter for anyone who needs to claim back their money from the credit card companies (even if you only paid for part of it on a CC). Not sure if this is any help to anyone. I agree with KSimmonds though – can’t see how a CC company will pay out a massive amount if only a tiny bit was paid on CC.

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I booked my freedom flights through travel republic paid by credit card tried to claim it back from the credit card company no go they said I had to claim through atol/caa I did get a claim number from the caa back in NovemberAlso a phone call to provide a copy of the booking form from travel republic I have rung them emailed sent letters no reply. I think it is
a waste of time

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I booked our freedom flights through flydeals and received our claim number on a letter dated 27th November 2008. We have since booked with Thomson but would really like to have this sorted soon!!!!!!!!

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I booked our holiday through Cooperative travel,to go to Kefalonia in Greece.We got a letter with the claim number on 25/09/2008 and still we have recieved nothing.Our holiday was through Kosmar.Every time I keep ringing them they say they are waiting for paperwork prooving coop have paid kosmar.They have my information they need.Apparantly they did get some info from coop but it was in the wrong format so they had to send it all back again.This same reply has been going on for about 3 months now and i feel like i’m getting fobbed off from them.Well last week I rang them and they said they now have the right info but have 20000 to go through so please be patient.So I thought ok I might be getting sorted soon until some friends of ours who we met on holiday last year we are all going back to the same place all on same flights etc rang them and they got told what i’ve been getting told for the last 3 months they are waiting for more info from coop, and to make it even worse some other friends of ours have been payed out so i haven’t a clue what is going on.I’ve tried ringing them and now they are not even answering.If anyone could help please let me know thanks.

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I’ve just rang them again and they are saying they have the wrong information again.So they are fobbing everyone off.This is going to be a really long process NOT HAPPY AT ALL !!!

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This is a copy of the email I have sent today. Also before I sent this I contated Hays Travel re this Section 11 form whatever it is and they hadnt a clue.

I submitted my claim including all the necessary documents to my travel agent at the end of October 2009. They checked the documents and found all to be present and correct and forwarded these to yourselves on the 11th December 2009.

I received my claim reference number – 3013589 from yourselves dated 21st January 2009.

Two weeks ago I gave in and contacted your office by telephone for an update and was informed by a very nice lady that everything was in order and all that was needed was a section 11 completing by the travel agent? I would presume that as the order of claims was to do this through the travel agent that all the necessary forms would have been completed.

I do feel that I am being moved from pillar to post as I cannot get any straight answers from anywhere.

We are constantly being told to make sure that when we book a holiday that is ATOL/ABTA protected as if anything goes wrong we will get our money back

I am now into my fifth month of waiting for a promise that was paid for immediately.

I am slowly losing patience with these rogues and their false promises so it Skegeness for us this year

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Just come across this blog trying to find out some information regarding the XL airways collapse.My storey is pretty much the same as all the above …sent of my claim to travel agent as advised (flydeals) on the 17th Sept 2008, got a letter from the CAA dated 4th November 2008 acknowleging safe receipt of my claim…got a telephone call from the CAA on the 12th December saying important paperwork was missing..they sent me some additional forms to fill in and I returned them within three days. I telephoned the CAA a couple of days later and was told that everything was in order…I did not hear anything until I phoned them again on the 17th January 2009, I was then told that my claim had been forwarded for payment but they were unable (or unwilling ) to tell me when I might expect to receive my money, I have still not received anything and now I have tried to phone twice last week and again today but keep gettin put on hold for over ten minutes until I give up,
I e-mailed them last Tuesday but have not even received a reply yet …just don’t know where to turn now …Does anyone know if the CAA are accountable to anyone ???

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I booked our flighs with freedom flights through skybargains. recived tickets for 12/9/2008.sent all informatoin on 16/09/2008.recivedclam numberon 13/11/2008.still not recived any money .would like to know whats going on.

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I sent all my bank statement with payments made to travel worldwide on 12/3/2008 final payment on24/5/2008.tickets issued 14/08/2008.sent aswell.recived letter dated 13/11/2008 acknowledge safe recept of claim.and that due to largevolume of claims it may take longer then anticipated.allso they may reguire futher information,its now 4 months still not heared from them .

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Well an update since my last post.
I have tried to ring CEGA and nobody is answering the phones-again! I have sent three more emails – and guess what -nobody answers them. What is this company about. They are getting paid to deal with this yet they are so rude. If and when i do get my money back I intend to send a very strong letter of complaint to everybody concerned. How do they get away with running a business like this. If we paid out bills in such a don’t care way we would all finish up in court.. Someone on high needs taking to task about this debacle. Its disgusting!

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Lesley
Tried ringing again today message saying email or phone waste of time I think I have lost our money anybody contacted watchdog
Richard

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got through on fri after 20mins.one bank statment missing,which i had sent.need to fill in section 11,though as booked on line i did not needthis ,but they as for details over phone,i have to ring back in 2 weeks.lets see what happends,have sent new copy of bank statement to day,

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Richard
I won’t give up without a fight. My claim was supposed to be going forward for payment 3 weeks ago. They were quick enough to take my money so they should honour the ATOL/ABTA guarantee. I am going to try again tomorrow to ring them and i really hope they don’t try to fob me off as my patience is now wearing thin. As they have already paid some people out they would have to have a really good reason for not paying the remainder.
Mary – if they tell me they have not got/lost some of my paperwork i will go mad as they have already told me that everything was in order. How can they use the excuse that they have not got all paperwork when they have given out reference numbers. Do they think we are all daft or that rich we can all afford to throw money away

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Well, got home yesterday to find a letter on the mat from Travel Republic – it appears the CAA are now adopting a further delaying tactic. Anyone else had the following letter from any of their travel company’s. Personally, I have no complaints about Travel Republic, who I booked through, as they have always been only too glad to help with any queries. It has been out of their hands.

Letter reads: From TravelRepublic – (dated 5th March 2009)

“We believe that you are still awaiting your ATOL refund from the CAA following the failure of this ATOL holder in 2008. We are frustrated and saddened that you have already had to wait several months for this payment.

We now understand from the CAA that they require you to sign a further document which they will send to you in the next few days. This short document will be an assignment of any claims you might have against Travel Republic. Once the CAA receives your signed claim assignment form we expect them to send your refund.

We do not understand why the CAA considers this claim assignment is necessary as there is already a claim assignment like this in the original ATOL refund application form you completed some time ago. However, we are very concerned that you should receive your refund without any further delay. Accordingly, you may wish to complete the assignment form which the CAA is inisisting upon.

We are in dispute with the CAA about any such claim that they may wish to pursue against us. We, and our company lawyers, are confident that Travel Republic has at all times complied fully with the relevant regulations and legislation. We are pleased that the CAA has confirmed that they will pay you which we believe they are legally obliged to do. We are also liaising closely with ABTA in this matter.

We regret that the dispute with the CAA means that it would lnot be appropriate for us to advise you about this particular matter any further. Should you have any queries please contact the CAA directly. (bit of a laugh that one !!)

We trust that you will finally receive your ATOL refund very soon now and hope that we will be able to help with your travel arrangements agin in the future.”

Does this mean folks that money could eventually be forthcoming – dont hold your breath.
lol lol lol

Helen

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Helen – we booked ours through Hays travel and as yet have not received any letter however when i last managed to get through to CEGA who are dealing with most of the claims they told me that the travel agent had to send a signed section 11 which they were going to request from Hays.. I rang Hays two weeks after that phone call and they had not received antthing from CEGA so they took it upon themselves to send one. I am still trying to get through to CEGA. I have read many blogs on this subject and they seem to be singling out Travel Republic for some reason. I have travelled with them many times and never had a problem so I cant understand what their issues are. am going to try yet again to get through on the phone. I did read on one blog that somewhere the CAA had issued a statement that all claims would be fulfilled by the middle of April. We live in hope.

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We received that same letter from travel republic this morning. The point is (I think!) the CAA believes that Travel Republic (amongst others) sold package holidays to customers illegally. Travel republic will argue that they were not package holidays and therefore dispute their responsibilty to refund customers. By signing the assignment when it arrives you are handing your claim to the CAA so that they can claim from Travel Republic after they have issued a refund.

The CAA/Travel Republic court case was postponed in February and I believe it will now be heard tomorrow.

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Sent the above letter which I received from Travel Republic by email to CEGA and received the reply below. Just proves again, that you can go around and around in circles and never get an answer.

Dear Mrs Reynolds,

Thank you for your correspondence, please be advised that Cega are a third party administrator working on behalf of the Civil Aviation Authority and as such can only settle claims according to their instruction. We have, therefore, forwarded your enquiry onto the CAA who will respond to you directly.

Yours sincerely,

Kizzë Burgess
CAA Travel Claims Service

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Lesley – thanks for that info – first time I had heard that April may see us getting our refunds, so a little ray of sunshine then. We are off on hols in May and booked through Thomas Cook – at least they do give you more assurances than most.

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i paid £6,700.00 to t.c.d. and was due to go on holiday 3 days after xl collapsed, i paid my holiday on debit card, i sent caa my bank details 11 airline tickets and my invoice with the total amount paid, i took out a bank loan and went ahead with our holiday to florida as this was a holiday of a life time for my family, and we couldn’t let them down. we had saved for 2 years as my husband doesn’t keep well, and we wanted to spend this time with our family as it could be his last holiday, i recieved a ref no on oct 15th 08, then december i received a letter asking for original bank statements, which i had to pay our bank to recieve them, i sent these, then january i recieved a letter asking for another part of the invoice, which i sent, then a few weeks later i recieved a letter asking for my husbands signiture, asa payment was paid from our joint account, then i recieved another letter asking for more information that i do not have, i have given them all that i can, please help

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Just found your site and have been reading with interest whilst holding for CEGA on the telephone for 23 minutes as I have been having the same issues as everyone else- I sent off all original documentation to OTB in November as they suggested for them to complete final sections. After a few weeks I called CEGA who said they had not received paperwork even though OTB were adamant that they forwarded everything. I agreed to send copies and on the 24th December received my claim number. Unfortunately on the 19th December I was made redundant and am yet to receive my 3 months salary so the £1400 will help at this time. Since the beginning of January I have been pushed from pillar to post. Two weeks ago CEGA confirmed that they were going to process payment – Guess what – I have just opened a letter from CEGA saying that they want the original bank statement and the original accomadation invoice which they do not need as OTB have reimbursed me this and I am only claiming for the flights. I really am at my wits end! can anyone help/advise?

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Just checked caa website and trhey have now paid out 15.8m so its going up. Don’t know who they are paying but its nobody on here

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Update!! Have managed to get through to CEGA. seems if you are prepared to be on hold for about 17 minutes you will get through to them. I have been told that my claim has been passed through for payment, however they could not tell me when I would get paid, but I am going to give them two weeks then I will phone again. Harrassment is the key!

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i have been harrassing them now for 3 months, i have also given my phone number so they don,t waste anymore time sending letters asking for more info, but they don’t care and still send letters to me, is this just a ploy to hold things up even longer? my nerves are shattered,

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Hang in there Marlene. I haven’t had any letters from them but then again I haven’t anymore paperwork to send them. I even sent them them the letters from the travel agent advising me how to claim. They are still paying out according to the figures on the caa website but by the number of complaints that are being put on websites it makes you wonder who is getting their money or if they are just making up the figures to keep people quiet

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i phoned again today, but was told i will have to wait as they are dealing wth my claim. i sent them an email over a week ago telling them i have no further info to give, as they have so many emails to deal with, they still haven’t recieved mine, i was told they need to see my email before they can process my claim, so what a waste of a phone call, this could go on for ever. as our holiday was 3 days after xl went burst we had our cases packed and our tickets, we had 1 invoice with total amount paid to travel city direct, (never kept anything else as i thought this was all i needed) i paid with my debit card so they have proof of payments, does anyone know if travel city direct would still have my info somewhere, i think they are trying there best to hand on to our money as long as the can

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Marlene – get in touch with Travel City. They should still have information on file and they are still up and running. Im sure virgin has taken over them. All this needing more information is just to buy them time. If you paid by debit card, just as I did, get a copy of your bank statement to show payment and send it to them, if you have not already done so.Im wondering if those who started this feed have been paid as there has not been any more input from them.

could anyone who comes across this site please add their comments

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still awaiting my money from them, but havent been asked to provide any extra documentation. just hoping that all of this time they then dont then fob me off with asking for more information, as I was told before christmas that they were now processing my claim. I intend to chase them this week to get an update on this. somehow wish I had chased up through my credit card company rather than through them as they seem a complete waste of time. There should really be a governing body to complain to about this

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i have now recieved a letter telling me they are going to pay me my money back ill update if and when i recieve it.

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Has anybody had problems who booked with Coperative travel.Let me know cheers

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Kirsty – we seem to be on the same time schedule with our refunds. Received letter from CEGA on Saturday. It agrees to the refund of my flight money – but will not cover the extra £80 or so I had to pay to change the hotel date by one day. I really think that I will give up on that one. All of my holiday to Egypt was with Travel Republic. For those who are interested letter reads. (I expect you are all aware that CEGA have a legal proceeding against Travel Republic)

“Failure of: Freedom Flights
ASSIGNMENT OF YOUR CLAIM AGAINST TRAVEL REPUBLIC

We have previously acknowledged receipt of your claim for payment under the ATOL Scheme. We have decided in principle, and subject to the matters set out below, to make a payment to you of £582.00 in respect of that claim.

In our view you have the right to bring a legal claim against your travel agent for a refund and/or compensation for the losses that you have suffered under the Package Travel Regulations 1992. Before we make any payment to you under the ATOL Scheme for the flight element of your holiday, we require you to sign the enclosed assignment assigning any claim that you and your party may have against your travel agent arising out of or in connection with your booking. The Air Travel Trust may then pursue legal proceedings against your travel agent in your place to re-imburse the monies, which the Air Travel Trust or the CAA as Bond Administrator pays your under the ATOL Scheme.

Once we have received the signed assignment we will be in a position to make the above payment to you in respect of your claim. In the meantime, if you have any queries in relation to the above then please send them in writing to assignmentqueries@caa.co.uk.

Will let you all know when I receive the cheque !!!!

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would like to know if anyonewho booked though skybargains /freedon flights have recived any money back.

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well, I have read all the posts above and can identify with most of the feedback people have been given. I too have been pushed from pillar to post. no one at CEGA or the CAA have the answers to our questions, very worrying. I was told that my claim was awaiting the outcome of a legal dicision and that was due over 3 weeks ago.
why do I feel that we are being given the run around? No one is getting a straight answer, suddenly additional documents need to be sent but are not available to be sent because cega have not had them delivered and no one thought to chase them up, ATOL/ABTA have done nothing for us yet we paid the extra that was supposed to safeguard or bookings/money. I personally havent been able to find out what my rights are as a consumer surely we should be kept informed as to the status of our claims. If we hadnt paid our monies then we would have had our holidays cancelled ! No one seems to be able or willing to support us I am thinking of speaking to my local MP , perhaps if we all did this we might get somewhere. I wish someone would take onboard our plight and speak on our behalf because as individuals we dont seem to be getting anywhere. I certainly would welcome this as i dont know where to begin. Good luck everyone I have a feeling we will need it.

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I’ve had a claims number for 5 months , that was in the standard letter they sent out asking that claimants don’t request any information about the progressing of claims.
I haven’t heard a word since that letter 5 months ago. Mine was a straightforward flight only claim without any involvement of a credit card.
Should I be worried ?

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Jim- mine was a straightforward claim as well.I paid for my by debit card. I sent all my paperwork and my claim form to Hays Travel at the end of October by recorded delivery. They told me that everything was correct and they sent everything off on the 11th December – that was over a months delay. CEGA claim they didnt receive anything till the middle of January!! Paperwork must have been on the holiday I lost. I have managed to get through to CEGA three times. They have assured me that all my paperwork is correct and twice they have said that my claim has been passed for payment, but I havent had it yet. I have kept a record of all the phone calls I have made, date, time etc and my phone bills to prove that I have rung them. I am getting really annoyed now at the irresponsible way they are behaving, but am wary of telling them waht I think in case they put me to the end of the queue. They are a waste of time

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I.ve sent an emaill to CAA Lesley , but I’m not holding my breath.
Does anyone know who these people are responsible to…who regulates their performance?
Looks like a good topic for “Watchdog”!

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i have just sent an email to watchdog to see if they can help i booked with travel republic,i had the letter off them saying i would get a letter from the caa in the next few days to sign a assignment form(whatever that is) then i would hopefully be getting my money back surprise no letter from the caa that was 2 wks ago its been severel months now it getting beyond a joke so see if watchdog can help

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Good for you Wanda. Have you drawn watchdog’s attention to this particular website?

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If it helps anyone – The Administrators are called KROLL – and CEGA are acting as the agents for CAA from what I understand. From the way CEGA spoke, it appears to be KROLL who dictate through the CAA when monies are released. Unless I have got the wrong end of the stick.

Wanda – I got my letter from CEGA a few days after receiving the letter from Travel Republic and posted the assignment off on Monday. There does not seem any rhymn or reason behind the timings on these things.

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hi spoke to caa this morning apprantley my money was paid yesterday so i should expect to see it in my account in the next 5 days ill keep u posted as to as and if i get it.

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I will keep my fingers crossed Kirsty, please let us know if you get it.
Jim- I have emailed the caa twice and CEGA three times and have not received a reply from any of them. I think they are very rude and unprofessional. It is a week since I was told that my claim had been passed for payment – this is the second time they have told me that, the first time was on February 19th, and I still haven’t received a penny. I am begining to beleive that they can make their mouths say anything.

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In same boat as many others namely helen and wanda i also had joke letter from cega back on 4/11/08 saying all info received should be ok unless i heard any different, then more recently received a letter from travel republic stating they were in some dispute but shouldnt effect me , i am also waiting for a letter that i need to address which i will gladly give it my full attention. I am thinking in future to book with a credit card as a friend lost his at the same time sept 08 but only seemed to wait approx 6 weeks for his money to be refunded( job done).

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hi i have just read on the travelsupermarket blog, that on breakfast tv tomorrow their will be a discussion about all of us still waiting on our money from atol, so hopefuly someone is going to start listening,

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i paid my full holiday with debit card and i’m still waiting on refund, i actualy said in an email to atol that on my next holiday i will be paying with credit card, and will not be paying to be atol protected, what a joke,

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Like so many others sent in my claim form on the 15th of september 2008, and waited for a responce? ha! ha! One month later then many attemps to reach a person responsable at CAA, spoke to their person Mr J Pears. Who a week later came back to me and said they had lost it, would I send another claim in addressed to him. This was done on 6th November 2008. Again I waited still no acknowledgement from CAA or reference #???, so on 21st december 2008 phoned this man again. Five days later the same answer came back they could not find my claim even when it was sent recorded delivery. It took till the 28th January 2009 to receive the acknowledgement and reference #. With their endevour to settle fully within 40days, then received a further letter where “date was as postmark” (head of this letter) offering us just 50% of our deposit even though we were charged extra for securing our deposit. Even to this day after trying to contact them on their contact phone # and e-mails still no answers to my enquiries. What a sham this is and the the saying could not organise a #### up in a brewery

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Well today I have again tried to phone CEGA. After the long winded excuse of a message re high demand, many claims etc etc they have now added a new message that due to the high volume of calls all advisors are busy and to please try again later…….then the phone goes dead. I have tried six times today and got the same message. I a totally p****** off now. They have taken rudeness to a new high. Has anyone else tried today and got the same messages. What do we have to do to get our money. Hire a coach and camp outside their offices. And why haven’t the media taken this on board. It has been forgotten by them and we the thousands who are waiting for our money are forgotten as well. I am hopping mad!

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ps I have also left my comments on some of the media website

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hang on in there everyone i had my refund go into my account today. hope everyone gets there money back asap. i’m gonna keep checking this site so if anyone wants to ask me anything feel free.

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Hi Kirsty Forema
I am pleased someone has received something!!, please would you mind saying if you recieved the full amount back???
As they only offered me 51% of £178:00 which I refused to accept as a final settlement.

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yes they gave me a full refund i paid it all by debit card originally and recieved it all back. i can’t believe they are trying to haggle with u why are they only offering u half?

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After waiting since September last year, I received a letter today from CEGA advising after discussion with Fleetway Travel Plc your claim has now been referred to them for processing of refunds. Fleetway will be in touch with you over the next couple of weeks. Funny how initially fleetway said the flights part of it was nothing to do with them, just the holiday part and I had to go through the CAA to get the money for the flights back, and now it has gone back round to them. They are now also saying I should contact fleetway instead of them, and what a surprise – no phone number on the letter. I await to see if I actually get the refund – or wether it goes all the way around again

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Just got off the phone after a wait of 20 min.As I only am caliming a Freedom Fight refund the person at the other could not understand why my claim had not been paid out.They said the would ask the person who was looking after my claim what was the problem and call me back. After 5 min. I had a call back saying that my claim was being put through for payment. Lets wait and see

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Hi. Well I have received an email today and have only just read it asd I have been at work all day. The email stated that as I has flights with freedom flights they need the original confirmation invoice. Shock horror. On 3 occasions I have been told that my paperwork was all in order and had been passed for payment so why now do they need something I have not got as I sent every piece of paper re my holiday to them. I cant get in touch with the travel agent today as they are now closed so thats even more delay. I am totally fed up now

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I booked flights for 6 people to New York, Las Vegas and Florida, with accommodation and car hire in Florida only with TCD. (I booked accommodation in New York and Las Vegas seperately) . We were very lucky in the fact that we received our E tickets for flights the day before XL went bust. After telephoning BA and US Airways we found that the flights had been paid by TCD and were able to travel.

We therefore decided to take the flights instead of claiming for the whole hoiliday and pay out again for our Florida villa and car hire on a credit card with Ocean Holidays thinking we would get the money back soon to pay the card off.

We received our claim number and acknowledgment on 23.10.08.

I have phoned on several occassions since only to be fobbed off and then was finally told last month i would need to make a claim through our credit card company. I told them that my claim was for out of pocket expenses as we actually took part of the holiday.

They advised me that the claim was in the wrong department ‘upstairs’ and that they would go and get it and process it. I was told they would phone to let me know it was all in order but i never heard anything, I finally spoke to a gentleman (who i have to say was very pleasant ) that they had got my claim back and that on his system my claim seemed fine and he would email the department to speed things up. This was a month ago and we are still waiting with baited breath.

Has anyone else recieved any money for out of pocket expenses?

Good luck everyone. I hope we all recieve our money back soon xx

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Just to let you know – On Friday I received my flight money back from the CAA – paid directly into my bank account. For info for Alan above – I received all of the flight money back. The only amount I did not receive was for the £50 to £60 differential in having to go to our hotel one day later. I have decided not to persue that lol lol – or we could be waiting forever. Bear in mind my holiday was with Travel Republic and only our flight was affected by the collapse. I paid my holiday in full on the 2nd September and went on holiday in November – so that gives you an idea of the length of time mine has taken. Good luck to all of you in getting your money back.

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We booked our holidays with Bookable Holidays.When we heard X L had gone bump we immediatly contacted bookable and arranged another holiday using part of our original payment to pay for our new holiday which meant we could claim our flight money back.We received our claim number 24 Dec 2008 and nothing since.I have sent 4 e-mails 1 letter and tried to make numerouse phone calls without success.Anyone got any ideas what to do.

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I have serious concerns about the way these claims are being handled.

Can the CAA go bust themselves. They seem to be throwing every single ridiculous time buying/money saving ploy they can find, they also seem to find a new one every time one is resolved.

I have had a claim outstanding since November. We were due to fly out two weeks after Travel City went bust and rebooked the whole lot at short notice at the cost of just over £8000 on my credit card. As you can imagine the interest is horrendous.

Since then it has been lost paperwork, returned paperwork, paperwork requests that have already been submitted and now the latest ploy is to say that they have proof our theme park tickets had been issued to us.

I have had to get a copy of my credit card bill to show that all the theme park tickets had been bought again. I emailed them and requested the proof that shows that our tickets had been sent out and proof we had received them and as usual it is met with silence. I also pointed out that even if we had of received the tickets they were invalid anyway as they were voucher tickets and had not been paid for by Travel City and none of the parks were excepting them (going on forums at the time) I also pointed out that who would keep unused voucher tickets that were invalid as proof and how would those poor people fair if they had destroyed them.

Questions need to be asked. How is this allowed to happen. I understand they must ensure that claims are valid but to drag it out by five or six months is inhuman and not acceptable.

I for one will never ever use any form of payment other than a credit card. this however raises further issues, as I truly believe that the credit card companies will push to have clause 75 abolished. This states that any credit card companys card you use and pay a deposit on over £100 is liable for the full cost of any product you buy. For example you could in my case of paid £100 deposit on the £8000 holiday and the rest by cheque and they would of been liable for the whole lot. How is that fair and you can damn well bet that they will not let that continue in light of this.

Someone high up needs to be banging on doors as I fail to see how they are getting away with this.

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Hi i have currently been on hold for 45 minutes still no answer. called last week gave up after 45 minutes. we are a young couple and do not have a lot of money and the delays in dealing with our claim have caused financial hardship to us. we booked flights through blus palms last July they went bankrupt about 4 days later. we did not hear anything and would have assumed that the flights had been paid for had I not called up to try and book travel insurance through the company and then suspicious of there being no answer had looked on the ATOL site. thinking we would get the money back in 6 weeks and it being an essential visit to family we rebooked at considerable expense and had to borrow to do so.

we filed our claim in September and despite numerous phone calls and sending all additional documents asked for there is still no result. I am getting emotionally exhausted and drained through dealing with this. We have incurred interest, huge phone bills, stress and a huge waste of my personal time. I am appalled at the complete disregard for the public. I work for local government and would be fired if i showed this supreme level of incompetence. If there are not enough staff then why not employ more to deal with the public i understand there are a high level of claims but 6 months and still going is not ok when you should be dealing with enquiries in 6 weeks.

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Morning everyone, just thought I would update you as I received payment on Friday. I wrote and complained to the Managing Director which helped move things along – CEGA acted very promptly thereafter. Helen it may be worth you trying this too. Good luck!

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In some ways I am glad to hear its not just me that is having issues with the CAA, my sister-in-law booked a holiday to greece through Imperial travel using XL which went bust three days before we were all due to fly out to see some friends that were getting married. We put all the paperwork together within hours of XL going bust and sent it to the CAA, any information that they requested was sent first class, we were issued a reference number and told that we should be paid within 6 weeks. in November I contacted the CAA again and they confirmed that they had all the necessary paperwork to process our claim and that a cheque would be sent out within 10 days. In January this year after giving the CAA some rest bite to my constant calls I have made on average 5 calls a week to both Imperial Travel to ensure that all documents have been sent and the CAA. It seems as though the CAA have a real problem getting post from the post room to where it needs to be as not only has most of the documentation been lost, but when they do receive it, its on average a month later!!! I reverted to getting the e-mail address of one of the CAA representatives and e-mailing all the docs to them. i was promised that the representative would be able to proceed with making a payment as soon as all the paperwork had been received, but now this has changed and it needs to go to another department for double checking to make sure that all the paperwork is there!!!
Surely this cannot be acceptable, if I had failed to make payment (which the CAA is legally obliged to do) I would be expecting to get the bailiffs around, not only for the amount that I owed but for all the letters/telephone calls/faxes and e-mails that were incurred, plus whatever interest the company decided to charge at the time.
Playtime is over, i think its time to get tough with these guys, we pay a premium for all the companies that are failing around us and we are left to pick up the financial burden. has anyone had any success stories and if so what was the best tactic for persuing these people?

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recieved an email today from caa, saying that my my claim has been settled and my money will be in my bank account within 3 working days, i think they must have got fed up with the amount of emails and phone calls from me, also my last email said that i would be contacting a lawyer and would never again pay to be atol protected as i could pay my holiday on a credit card and claim with them instead ,
waiting more than 6 months for our money is a total disgrace, and i just hope eveyone else thats still waiting will recieve good news soon, p.s, was surprised to recieve an email from them on a sunday

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At long last i have received a reply to one of my e-mails i have sent to CAA.In their reply they say my claim will be dealt with asap but they also go on to say they have had legal issues surrounding some of the claims and they have been unable to act on these claims but they also say this has now been sorted and it only few claims are affected.They then go on to say they are settleing claims at an increased rate and settleing hundreds of claims daily and productivity is set to increase further in the coming weeks.They also tell me they will request imformation on my claim next time they can get through to CEGA but they can only contact them [ wait for this ] by the same means that they have given to me.Hope they spend as much time on the phone as i have not being able to get through send as many e-mails as i have and not receive a reply then they will realise how bloody rude and ignorant the CEGA are.Well suppose i will have to sit and wait and see what happens.

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Les and Marlene , congratulations to you both.
None of my emails has been answered except by an automated response.
What email address works for you? And in particular Marlene could you please tell us the email address from which your notification of payment came. That might help.
Many thanks.

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Jim – if it helps – I got an individual reply from cega when I emailed to caaclaims@cegagroup.com. My nofiication of payment, which went straight into my bank account, came in the form of a letter from CEGA.

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is anyone else still waiting for there claim assignment form from cega as this will be the second one as we sign the first one when i first filled in my claim form.Travelrepublic sent me a letter dated 5th march that a would received the second claim assignment in a few days and i have still received nothing.So when i finally get through to cega after half hour and loads of phone calls i just kept on getting told the same thing that everything is in order and if i havent heard anything between 4 and 6 weeks too ring back which i told them it was disgusting and there was nothing else she could do so i would just have too wait . Has anyone got any ideas

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What a farce this is fast becoming, I’m so very fed up by the total lack of confusion and no communication ! I am pleased that some of you are finally making progress, I remain in the Pending queue !

Has anyone who booked with a company called On the Beach had their claim settled yet?
I cant get through and have had a number of emails ignored I say that because no on has seen fiot to reply.

Has anyone got any idea who the monitors CAA/CEGA ?
lastly, does the fact that they have given you a claim number mean that you have a valid claim ??

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jim,
the email i recieved my confirmation from was claims@caa.co.uk, and sent by piers jackson, who also has his own email address piers.jackson@caa.co.uk. as i was a travel city direct customer the phone number i phoned was on the caa website for travel city customers, i thought i would never see the £6,700 that they owed me as they kept messing me about delaying things by sending me letters every month asking for more info which they already had, i wish everyone luck as i know what you are all going through, it has been the longest 6 months of my life,

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My story is much the same as everyone else. Booked with Travel Republic (who have been fantastic). They have refunded the accommodation payment but am still waiting for the CAA to refund the flight. I sent in original claim form in September (for holiday in October)and when I chased this up in January was told it had been lost. Sent in another claim form and that’s where it ends. Phoned CAA who eventually told me that because of the dispute nothing would b e done until it was settled – that was at the beginning of this month. Over £600 still owing – as a previous ‘victim’ has said – who gets all the interest on this outstanding money.

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Hi there quick update on my claim, sent email to cega this morning explaining i was going to seek legal action and rec a phone call this afternoon from them telling me my claim is all correct and has been passed to accounts for payment. Quick backstory – i have been asked by cega on 6 different occasions to send in bank statements, invoices, photocopies of my debit card, a letter from my branch manager explaining that natwest dont print account numbers on their debit cards and a signed letter stating that the money i paid the holiday with was from my account.
Why the needed all this info i will never know but i do know they are trying to delay paying claims as much as possible no matter what the CAA say.

From now on i’ll pay for all my holidays by credit card and hope never to hear the name CEGA again.

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hi all
emailed caa yesterday got a reply today, it said i will get a letter from them once my claim has been agreed in principal now what does that mean.i have emailed them back asking them what they mean.
i to booked with travel republic and got the letter off them on the 5th march saying i would be getting a letter from caa to sign suprise suprise the letter never came.
i have also emailed watchdog and i urge everyone to.
got a phone call off them taking my details they said they were looking into it all so lets hope that this will get the caa moving faster.

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hiya
We booked out flights with dial a flight last year to fly out at the end of september they were booked with freedom flights . Since sending all the information in to caa in september i have had one reply saying my claim is now being processed . Then today i recieve a new letter a questionare asking me to answer the following questions

1. I recieved the travel agent , ATOL recipt
- before the falure of freedom flights
-after the failure
- or not at all

“. I recieved the tour operator. confermation invoice
-before
-after
-not at all
3 I was aware that my booking was made with freedom flights before the complant went bust
yes or no
after thinking that they had all the information as i hadent herd from them for six months i gave them a ring and they said they have a lot of claims to go through and are going as fast as they can ( well thats no help to me ) .
I never recieved a ATOL recept will this matter ??
thanks all

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phoned yesterday and they are sending me out thesame letter as emma.i was also asked to ring backa week after i post it ,to make sure they have recivied it.and then they can put it through for payment lets wait and see,its only been 6months

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I have now recieved my refund from cega full amount less credit card fee.I would like to thank all those who sent me advise on travel rants and hope all those still waiting you all recieve you payments soon Thanks Richard Ellis

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At long last managed to contact CEGA on the phone took 20 mins but to be fair the lady i spoke to went through all the paper work and advised me Bookable Holidays had not forwarded all of the claim form which i had sent.The most important part missing was my bank details.Why they had held on to those i don’t know. Anyway they are sending me more forms to fill in and hopefully this will get my claim paid.Will let you all know.

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Just received full payment this morning, just over £8000. This has taken 22 weeks in all.

Apart from having to wait so long for the money my biggest gripe is the total lack of communication from and by the CAA. They could have made it far less stressful by far if as suggested a special website or blog had been set up with the latest detailed information and tips. They would never have had as many phone calls and emails if people had been kept informed

I am so grateful it is all over, I did worry many times that I would not see the money at all or that they would run out of money to pay out!! I know, crazy but that’s how stressful it is.

Special thanks to Nicholas Adkins as nothing seemed to move until he got involved.

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Just to let you know that after submitting exactly the same claim information to my credit card company (Lloyds TSB Visa) ~to that I had sent to CAA last september – I have finally received a letter from Lloyds to say they will pay my claim in full! It’s been a long haul – and not quite there yet but we really can’t wait as it will be such a load off our minds and we can start looking forward again. Message to all – Just dig-in and don’t give up hope!
Will confirm when payment banked!

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I finally managed to speak to someone today !!! I waited about 20 mins. The person i spoke to was very apologetic, she said she would put my claim on her “push list”, which means it will go for processing tomorrow. however, she was unable to say how long it would take for my claim to be settled. It seems that it has to be checked again, now where have I heard that before. She did say that from what she could see everything they needed appeared to be in order,

well i will be ringing again about 2 weeks to enquire yet again as to my claim status. I will keep you posted as to what, if anything happens in the meantime.
Good luck everyone.

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just to let you know I just received a cheque today for the full amount of my flights – only took them near enought 12 months to pay up!!!! but at least I have got it now

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has anyone had a booking made with On the beach settled yet?

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Hi Jacqui,

I booked my flights through on the beach, paid them a £200 deposit, and have just received £120 direct into my bank account from CAA, been advised by CAA / CEGA that OTB haven’t paid the balance, so I have to pursue them for that.

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just come off phone again now it has to go to loarendon to her supervicer as skybargains are nolonger trading.so i have to waiote 2 more weeks.ps,the lady i spoke to last time has left i wonder why? i justs had enough.

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I lost my holiday on the 11th sept.08 and have still not recieved my money back!!

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I have also received the letter requesting further information and I have a couple of queries…

I did not receive a ‘quote unquote’ invoice from from Freedom Flights. Although I did receive a booking confirmation, which was included with my original claim/

I did not know my booking was with Freedom Flights. My booking was through the agent ‘Flightline’. It was only when my confirmation arrived that I had even heard of Freedom Flights.

Will either of these factors prejudice my claim?

Hope you can help/reassure?

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Finally, I feel the end may be insight….

I have had a letter containing a seperate sheet which is an assignment document apparently I fill it in and send it back and my full flight monies will be BACS transfered to my bank account.

I wish everyone good luck

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re my 14/4 should read london,had abad day.have not had a call back yetso will ring next week,see what more crap they come out with.

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Latest on my claim.As i mentioned 3rd April i sent all the paper work of which they requested so thought i would phone them today to see how things were going.After trying eight times this morning only to be told the lines were busy i eventually managed to speak to someone this afternoon after waiting for 20 mins.To be honest i don’t think they had even looked at the paperwork i had sent them but she went through it all only to tell me my address wasn’t on the credit card statement i had sent and they could not settle my claim untill they had received it.I explained that on 4th April i was told they needed a proof of my credit card and could i send to them evidence of the first and last four numbers of my credit card but she insisted they could not pay my claim without this.I argued they had every bit of paperwork they required with my address on statements from my credit card showing the payment for the holiday my bank details in which to settle the claim but she still insisted she wanted evidence of my address on the credit card.I finally asked to speak to a supervisor who phoned me about an hour later.She also insisted on proof of the credit card address or they would not pay me.We have now reached an agreement that i now send them a copy of my credit card and they will pay my claim.I will be on the phone again on Thursday so will let you know what happens.Getting really cheesed off now to put mildly.

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recieved my money into my account after 7 months i finaly decided to email caa as to what was the delay.they gave me a load of rubbish. so i sent another email saying they had two weeks to get it sorted or i would be looking at legel action and that i had been in touch with watchdog. surprise surprise two days later i got the asignment form to fill in and send back. then i had a letter saying the money would be put into my account.
so get emailing remember its your money they are witholding and you are entitled to get it back
good luck to you all

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I sent all the required forms & invoices etc to the CAA last October. I had a call dirtectly from them early December to check my postcode, they had sent me a form to sign but it had gone to another address, but the person who lived there kindly returned it to them.
The person who called me gave me a claim number & said everything was in order & I had a valid claim, &, because he had spoken to me directly i would be “moved up the list”
Guess what? Have heard absolutely nothing since! Have tried emailing & phoning but to absolutely no avail.

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as any body booked with imperial travel as i have spent afortune on phone calls to them and to the cega and i even spent 40 minites holding the line to atol in london who then disconnected me i been phoneing every 2 weeks and to day i was told that they had ameeting with imperial travel and they claim that imperial ignored this meeting and so theres nothing they can do till this so called meeting takes place

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Hi All,
At last my claim has been fully settled and payment went into my bank the day after I had received a letter confiming settlement.

There is light at the end of the tunnel, just keep pressuring them. I wish you all every sucess.

Peace at last..
Jacqui

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At long last i have received payment into my bank today.After my last report on the 12th April i have made numerous phone calls to the CAA the impression i got was they were wasting more and more of my time rather than pay my claim.Anyway at long last my wait is over.The only way is to phone phone and phone and push them.Good luck to those still waiting.

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So hacked off with CAA, submitted my information regarding our claim, 4 letters later they are asking me for information, information of monies that i’m not even claiming, been going on for 4 months now, they cant be reading my letters because i get the same response as the previous one……gggggggggrrrrrrrrrrrrrrrrrrr…WatchDog here we come

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recived payment into bank of £214in full and final settlement,but i paid422.48 for 2 fligths.because travel worldwide ltd ceased tradind on 21/07/2008 there no one to get in contact with.we had recived our tickets from freedom flights on 14/08/2008.to fly out on 12/09/2008,i have been told tonightfrom the caa(cega that i need to get in touch with abta to see abouth the missing money. can any one help if they have the same problem

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Iam still waiting for refund for three flights booked with freedom flights, thompson sent all the paperwork of for me, even though they didn’t need to do that, the last i heard was from kroll about some meetings, still not heard anything and I thought they were suposed to be sorting out the flight only payments out first, from september to the end of may and still not heard anything is discusting, when you ring they just say they are sorting everything out and it is just taking time, how much time do they need???? hope it doesn’t take much longer, had to pay for the flights again last year because my son and his friends didn’t have the cash to pay again, but I thought i’d have been paid out by now, will let you know if I hear anything, soon i hope

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Well it’s nearly the end of the summer and I still have not received my refund from the CAA. Received another letter asking for the original documents which I had already sent last year, sent copies in June this year when asked for them and now another bloody letter. Have sent them an e-mail to which I have not received a reply asking them what they want blood? Starting to think they are trying to P**ss me off thinking I might forget about it, no chance!!!

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I have reicieved assignment letter, stating that in principle they have decided to make a payment to me of £635 .I have signed the letter and posted it back to them, could anyone tell me how long it should take to recieve my payment.

many thanks

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It’s now almost a year since XL collapsed. Was told through my travel agent that they filled in the claims form for me. I still have not been given a claim/ref number and see on site that all claims must be in by 11th Sept 2009. Can you advise please I just want to get my money back so that I can book a holiday. Help.

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Hi Keith, I think you should be looking more into it if you have not received a claim number, I got mine November 2008 then I got another one middle of this year so now have two. Sent my documents 3 times now and still nothing first lot originals then two lots of copies. I once got a reply from piers.jackson@caa.co.uk try that but not having a claim number might make it difficult.

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Well, its been nearlly a year since XL collapsed, all though i have received my accomodation money (which the company i booked with sorted out for me), i am having major issues receiving my flight money!!! feb 09 i hadn’t heard from any one regarding my claim, no letters, no phone calls NOTHING! i hadn’t called them as their phone lines and website requests that we do not call them, i wanted an update anyway so gave them a quick call, only for them to tell me that they had been waiting for a form FROM ME (which i did not receive) since october 2008!!! why on earth didnt they chase me up to see if i had the form? surely if they dont get a response after 4/5 months then it would make sense to check i had received this form! any way couple of days after this call i received a nice chunky form for me to fill out and send back, which was information they should of had already, i filled it out, calling the help line to make sure i had filled it out correctly and that they didnt require the other passengers bank details (as we had paid seperately) and sent it back (recorded delivery) i gave them a call a couple of weeks later (beginning of march) to confirm they had received my form and make sure everything was ok, the person i spoke to confirmed everythning was fine and my claim would now be processed. i left them to it for a couple of months and after hearing nothing from them again i phoned them again. only to be told that i HADN’T filled out the form properly, and because we had paid for the holiday from 2 seperate accounts they needed the other passengers signature, WHY ON EARTH DIDNT THEY TELL ME THIS WHEN I RANG THE FIRST TIME? and why hadnt they sent me anything to ask for this information? a week later i receive a letter dated the day after i had called them (what a coincidence!) asking for the other passengers signature. i also got the other passenger to sign a “i agree to all monies being paid into lead passengers account” document which i created my self. attaching both of this to a very angry and upset letter!! a couple of weeks later i call them again to check the progres, to be told that they had received my letter and i should receive my money by end of september. i have called again today to check up and have now been told they are STILL waiting for confirmation from the original people i booked the holiday with and have been waiting since July! again.. WHY didnt they tell me this when i phoned a couple of weeks previously???? i have phoned the people i booked with and am waiting for the person to call me back. i am sick to death of CAA’s constant lies and the hassle i have gone through to try and get MY money back!!! (money which they are more than likely earning intrest on, which i will not see a penny of) it is very unlikely i will be receiving my refund by the end of september (as promised on several occasions) and the fact that they say “do not call us as it it will slow things down” is absolute rubbish, if i hadn’t of called they probably still wouldnt have sent me that form i was supposed to of received in oct 08. if there is anything you can do or you have any advice on this issue i would really appreciate it.
Thanks

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