Comments on: Appalling handling of CAA refunds from XL Leisure collapse http://www.travel-rants.com/2009/03/31/appalling-handling-caa-refunds-xlleisure-collapse/ Sun, 29 Jan 2012 01:52:48 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: karen http://www.travel-rants.com/2009/03/31/appalling-handling-caa-refunds-xlleisure-collapse/#comment-151298 karen Tue, 25 Aug 2009 20:45:39 +0000 http://www.travel-rants.com/?p=3532#comment-151298 Finally managed to get through to Sunmaster customer service, They said that thye would fax the itemised reciept straight to the CAA. this sfternoon. I will be phoning the CAA on Friday to see if the fax has got there. Nearly a whole year has passed now will it ever end!!!!! Finally managed to get through to Sunmaster customer service, They said that thye would fax the itemised reciept straight to the CAA. this sfternoon.
I will be phoning the CAA on Friday to see if the fax has got there. Nearly a whole year has passed now will it ever end!!!!!

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]]> By: mark http://www.travel-rants.com/2009/03/31/appalling-handling-caa-refunds-xlleisure-collapse/#comment-151289 mark Tue, 25 Aug 2009 15:04:33 +0000 http://www.travel-rants.com/?p=3532#comment-151289 Hi Karen I am in the same position as you, CAA first said they needed an itemised receipt, as the one Sunmaster issued was an overall costing, then said they had not received the original in the first place !. I phoned Sunmaster, and they said they would send CAA a breakdown receipt (did not sound convinced they actually would). Then CAA sent me a letter saying a breakdown receipt from sunmaster now was not ideal, and I need an original receipt with the breakdown on , which Sunmaster did not supply in the first place! I have text and phoned CAA since,and they do not reply, they seem totally untouchable and there seems no course for complaint. I am totally fed up! As I can gather Sunmaster are in the first instance at fault for not itemising the receipt into Flight and Accomodation cost. I wonder if Sunmaster were in Breach of Package Travel, or ATOL regulations for not issuing an itemised receipt in the first place? Hi Karen

I am in the same position as you, CAA first said they needed an itemised receipt, as the one Sunmaster issued was an overall costing, then said they had not received the original in the first place !. I phoned Sunmaster, and they said they would send CAA a breakdown receipt (did not sound convinced they actually would). Then CAA sent me a letter saying a breakdown receipt from sunmaster now was not ideal, and I need an original receipt with the breakdown on , which Sunmaster did not supply in the first place!

I have text and phoned CAA since,and they do not reply, they seem totally untouchable and there seems no course for complaint.

I am totally fed up! As I can gather Sunmaster are in the first instance at fault for not itemising the receipt into Flight and Accomodation cost.

I wonder if Sunmaster were in Breach of Package Travel, or ATOL regulations for not issuing an itemised receipt in the first place?

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]]> By: karen http://www.travel-rants.com/2009/03/31/appalling-handling-caa-refunds-xlleisure-collapse/#comment-151221 karen Sun, 23 Aug 2009 16:44:08 +0000 http://www.travel-rants.com/?p=3532#comment-151221 I have received a letter yesterday sgtating that now they need further info, Although they state that tthay have ny receipt the problem is that it is not actually itemised, But this is the only one that I was send from Sunmaster at the time. With just gives a total cost for the holiday, not a full breakdown as such. I am going to phone Sunmaster tomorrow to see if i cannot get this problem sorted out, maybee I dont know if they can do anything but I have to try. I have received a letter yesterday sgtating that now they need further info, Although they state that tthay have ny receipt the problem is that it is not actually itemised, But this is the only one that I was send from Sunmaster at the time. With just gives a total cost for the holiday, not a full breakdown as such. I am going to phone Sunmaster tomorrow to see if i cannot get this problem sorted out, maybee I dont know if they can do anything but I have to try.

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]]> By: Dave http://www.travel-rants.com/2009/03/31/appalling-handling-caa-refunds-xlleisure-collapse/#comment-151014 Dave Thu, 20 Aug 2009 06:45:41 +0000 http://www.travel-rants.com/?p=3532#comment-151014 Thanks for the comments Nick. My claim was submitted in October 2008 and was acknowledged in November 2008. The agency is chasing up the claim as well, but they should not need to. Paying out money in this situation should not be rocket science, unless you begin with the assumption that all claims are fraudulent. Karen, I suspect that the claims that were transferred from Chichester to London are the oustanding ones, and that the transfer to London was a complete disaster. My claim was also one of those transferred. The London staff are probably even more incompetent than those in Chichester. I did think that the CAA was deliberately witholding payment because it did not have the money to pay out. Now I think it is more to do with incompetence, poor management and lack of planning. Thanks for the comments Nick. My claim was submitted in October 2008 and was acknowledged in November 2008. The agency is chasing up the claim as well, but they should not need to. Paying out money in this situation should not be rocket science, unless you begin with the assumption that all claims are fraudulent.

Karen, I suspect that the claims that were transferred from Chichester to London are the oustanding ones, and that the transfer to London was a complete disaster. My claim was also one of those transferred. The London staff are probably even more incompetent than those in Chichester. I did think that the CAA was deliberately witholding payment because it did not have the money to pay out. Now I think it is more to do with incompetence, poor management and lack of planning.

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]]> By: karen http://www.travel-rants.com/2009/03/31/appalling-handling-caa-refunds-xlleisure-collapse/#comment-150990 karen Wed, 19 Aug 2009 20:17:39 +0000 http://www.travel-rants.com/?p=3532#comment-150990 I also are in the same possition as the people on this site, I booked by holiday with Sunmaster and my flights where then booked with freedom flights, I my knowledge I assummed that by seeing the ATOL logo on the website and on the flight tickets (of which I still have) I would have had no trouble at all with the claim. But how wrong you can be. I was due to fly on the day that XL went bust so summided by claim straight away, heard nothing till 22nd November 2008 when I received my acknowledgment letter. Although I did phone a few times throughout the year I was fobbed off with the usual jargon of " we have large volume of claims to get through and will deal with them all in time" and " your in in the system". Then I was told ( in another phone call that I made to them) in May this year that my claim was transfered to London to speed up the claim along with another 18.000 other claims. Then 4 weeks ago I recieved a letter from them asking for the reciept again along with any other itemised .documents I had. I still wait,............ cant relly see the problem but there must be somting holding it up. Will i ever see my money back I am beginning to wonder. How can they get fway with this do they think that we will jsut forget about it with time. I also are in the same possition as the people on this site, I booked by holiday with Sunmaster and my flights where then booked with freedom flights, I my knowledge I assummed that by seeing the ATOL logo on the website and on the flight tickets (of which I still have) I would have had no trouble at all with the claim. But how wrong you can be. I was due to fly on the day that XL went bust so summided by claim straight away, heard nothing till 22nd November 2008 when I received my acknowledgment letter. Although I did phone a few times throughout the year I was fobbed off with the usual jargon of ” we have large volume of claims to get through and will deal with them all in time” and ” your in in the system”.
Then I was told ( in another phone call that I made to them) in May this year that my claim was transfered to London to speed up the claim along with another 18.000 other claims.
Then 4 weeks ago I recieved a letter from them asking for the reciept again along with any other itemised .documents I had.
I still wait,………… cant relly see the problem but there must be somting holding it up.

Will i ever see my money back I am beginning to wonder.
How can they get fway with this do they think that we will jsut forget about it with time.

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