Teletext is facing court action over claims it hasn't done enough to provide refunds to package holiday customers during the Covid crisis. "To complete the claims process, customers are required to submit the following details of their booking with Truly Travel: booking reference number, named lead passenger, email address given at the time of booking, departure date and proof of payments, in the form of credit/debit card or bank statements." They said: "All costumers with bookings that have been cancelled due to Covid, who are due to receive a refund from Truly Travel have been contacted and asked to submit a claims form, as part of the process overseen by Travel Trust Association.
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“To complete the claims process, proof of payment made to Truly Travel is required for both the deposit and the balance paid.”įor customers like Laura who made a booking long before Covid, this has meant going to the bank to dig up old bank statements going back two years ago.Ī spokesperson from TTA Travel was unable to confirm to The Mirror when both Andrzej and Laura would get their money back. On the TTA Travel website, it states: “All customers with bookings that have been cancelled due to Covid, who are due to receive a refund from Truly Travel are now required to submit a claims form as part of the process overseen by Travel Trust Association. Laura has been contacting TTA Travel in regards to the refund, but has been told they need to prove they paid for their holiday in the first place. “We’ve been given several dates before telling us a refund would arrive on that day - but it never does. “We have phoned them - I don’t even know how many times - maybe 200 times, between the four of us? I’ve also been emailing them daily. Laura added: “I filled out a form in June when a new refund form was finally up and running online, but we haven’t heard anything. The group ultimately rescheduled their break to March 2021 - but it was cancelled again, so they asked for a refund. “Teletext told us we couldn’t get a refund and told us to rebook our trip. “The hotel told me Teletext had cancelled the booking and also hadn’t paid them the funds. The airline said they never received any funds from Teletext and the flight had been cancelled.
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This fell on deaf ears - we were completely ignored. She said: “Gearing up towards the holiday, we kept emailing Teletext, asking what was going on, as you couldn’t legally fly to America.