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COVID 19 FAQ's

COVID19 Policy / Flight Cancellations

Covid-19 Entry Requirements:

Additional entry requirements have been introduced due to Covid-19. The requirements differ from country to country and may be subject to change with very little notice.

Each passenger is responsible for checking and conforming with the entry and exit requirements at their arrival and return destinations. Requirements may include temperature checks, proof of negative PCR Covid-19 tests or completion of forms. Please be aware that if you fail to comply with these requirements you may not be able to travel or be allowed to enter your destination.

Agents Responsibilities:

Once you have chosen your flight, make payment and receive your ETicket our service is complete. The responsibility then falls to the airline to operate the service you have paid for or provide you with a suitable alternative. If the airline changes their flight schedule or cancels your flight, as an agent we provide our service again to rebook, refund or provide vouchers for future travel dependant on the policy given by the airline.

Refunds And Date Changes:

We act as an agent for the airline and you accept as part of our Terms & Conditions when you book that your rights in relation to cancelled flights are governed by the airline you chose. Due to covid19 each airline has its own policy in respect to refunds and this can vary considerably. We can provide you with estimated time frame or any information we have from your airline at the time of applying for your refund. In normal circumstances It can take up to 12 weeks for the airline to deal with your refund and a further 14 days for us to process your refund back to you.

Due to the unprecedented impact of COVID-19 on the travel industry we have seen that some carriers are not offering refunds and are instead offering free of cost date changes or vouchers to exchange against future travel. Most airlines are offering a 12 month rebooking policy and some have recently extended this to 24 months. The airlines have the right to reject such requests for reasons including but not specific or limited to the following:

  • The flight operated but as a passenger you were unable to travel due to actions imposed by the UK
  • government or entry requirements imposed by the country you are arriving into or transiting through including mandatory quarantine on arrival
  • The flight operated but you chose not to travel through fear of the pandemic or because the event you were travelling for was no longer taking place
  • The flight operated but you could not travel due to advice given by the FCO
  • The flight you chose was cancelled and merged onto another flight which operated but you chose not to travel for any reason including those above

If your refund application is rejected, we will update you with the response given by the airline. If your refund application is rejected by the airline you may be offered the option to claim a voucher for future travel provided you have cancelled your booking before your scheduled departure date - this will be determined by your airline.

Why do we charge an administration fee if the airline are refunding in full?

For each ticket you buy you are paying for two separate services. One is a service charge for the agent, and one is the cost of the ticket which is passed onto the airline. We do not separate our service charge so you will just see one price. As an agent for the airline our service is provided as soon as your ETicket is delivered to you. This service is provided regardless of whether you then go on to use your ticket or not or whether the airline provides their service or not.

When your flight is changed or cancelled by the airline, we provide our service again by applying for your refund, assisting you with rebooking flights or claiming airline vouchers for you to exchange your tickets at a later date.

If the airline is unable to operate the flight you have purchased a ticket for, they are responsible for either refunding the cost paid to them for your ticket without charge or providing what they deem as a suitable alternative i.e. rebooking onto a flight which is operating earlier or later or providing you with a voucher for a service that will operate in the future. If you choose not to accept a reasonable alternative and opt for a refund we deem this as you choosing to cancel your booking and as we are providing our service again our administration fees are applied before refunding you.

Administration fees:Air tickets returned to us for a refund are subject to an administration charge of upto a maximum of £75.00 per ticket, irrespective of the number of tickets returned.

Please bear in mind our service charges cover our expenses incurred by making the booking on your behalf i.e. marketing costs, surcharges incurred for the processing of your credit/debit card payment and scheduled airline failure insurance (where applicable), none of which are returned to us in the event of an airline cancellation.

Do I have the right to raise a Section 75 claim through my credit card issuer?

You may be considering raising a section 75 claim via your credit card issuer by disputing the transaction on the basis that the service you purchased has not been provided. In this case your issuing bank will raise a dispute with Visa, MasterCard or American Express dependant on the type of card you used. We in turn will be contacted advising that a transaction we have charged is in dispute and we are given the opportunity to respond. While this is an option afforded to you when you pay by credit card for any future dated good or services, it should not be seen as an automatic right to refund, or as an alternative dispute resolution service as there are a number of exclusions that apply, some of which specifically relate to the sale of travel services.

Where the booking has been made via a third party, such as a travel agent, a section 75 claim is likely to fail as the direct link between the card provider and the travel provider has been broken. As our Terms & Conditions make it clear that we are acting as an agent for the airline (the travel provider) you will not have a claim against us. In addition, this cannot be used where there has been no actual breach of the terms and conditions between the travel provider and the customer. For example, if the flight or hotel was still available, it does not matter that you were unable to get to it or did not want to travel, because the travel provider has fulfilled its contractual obligation to provide the service..

What is a chargeback, and should I make a claim?

A chargeback is similar to a section 75 claim in that it allows you to put the transaction in dispute. When you contact your card issuer to raise a chargeback claim we will be notified via our payment provider. It can take up to 14 days between you contacting your bank and us receiving the notification. We then have up to 30 days to respond. Our response will then be provided to the card issuer (Visa, MasterCard or American Express) who have up to 75 days to consider the dispute. This is an approximate total process time of 120 days, whereas our service standard is to provide refunds, where due, in 60 days.

Where we can demonstrate that we have acted as an agent for the airline and we have provided you with a suitable alternative in the form of a date change or airline credit voucher or we have issued you with a credit note your claim will likely fail. If your claim is successful, we reserve the right to appeal the outcome.

As with the section 75 claim this should not be seen as an alternative dispute resolution service as you will need to demonstrate to your card issuing bank that you have attempted to resolve the dispute with us in the first instance. You will also not be able to raise a claim if the date of your service has not yet arrived.

If you have contacted us and have not yet received a response, we would request that you allow us time to respond to your enquiry before raising a chargeback as it is likely we will be able to resolve your dispute amicably. Raising a dispute with your card issuer will delay our response further as we must respond to the notification as well as your existing enquiry, effectively doubling the response time. It also prevents us from issuing refunds to you, if received by the airline in the meantime, as the transaction value is held in dispute while the chargeback remains open. We will not be able to refund you until the chargeback has been closed.

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