We booked our honeymoon on February 1st, using gift money from our wedding. Paid an initial deposit of around £200. On 1st March we made a further payment of about £800. Our holiday was then cancelled by Love Holiday on 18th March due to the Corona Virus, rightly so. Despite this cancellation a final payment of £1K was taken from our account on 19th March (the whole holiday costing around £2K).
We spoke to several different agents after this cancellation via the live chat as we had no information whatsoever sent to us either by post, telephone or email. We were outright refused a cash refund, being offered a credit note instead. Every live chat agent just disconnected us when we pointed out that it was an illegal act to refuse a cash refund. In the end we accepted the credit note as we felt that it way the only way to protect our money having been advised by ABTA.
We contacted easyjet on 1st April via telephone and they were absolutely brilliant- fantastic customer service. They authorised the cash refund of about £1k and said that the cash would be returned to Love Holiday, who would then refund us. We received the flight refund on 6th April. I happened to access 'manage my bookings' after this and was absolutely shocked and distressed to see that our credit note was now only worth £140 odd, not £1k. Love Holiday had clearly taken money from our credit note to refund us the flight cost. To be fair, the agent I spoke to after this was excellent and recognised that an error had been made, he immediately put it right. I happened to notice on the FAQs that "We will not take your future payments if your holiday has been cancelled and, at the moment, in line with initial FCO and ABTA guidance, we have cancelled holidays for customers due to travel before 30 April. If you have had payment taken for a cancelled holiday this should not have happened we will refund any payments taken in error, as promptly as possible". I asked the agent about this, who then spoke to a manager and then agreed that this final payment would be refunded in cash as the payment should not have been taken. The agent said that this could take up to 28 days and then immediately disconnected. We were very happy although still skeptical, we decided to wait out the 28 days and see. This agent had been the best and most helpful and sympathetic so far, it's a shame I never got his name.
26 days passed and no sign of the refund so I got back onto the live chat and spoke to Chris. I wanted to find out the status of our refund. This agent was patronising and not very professional, trying to guilt trip us by saying "with a global pandemic we have 10 thousand odd people asking for refunds and these things take time etc". He eventually managed to tell us that they were currently processing refunds from 29th March departures (3 days before we were due to go) but refused to commit when I asked him whether our refund would be issued in a couple of days time and within the 28 days. He then said "you will receive an email with a telephone number that you will then need to call in order to request your refund". I pointed out that this was getting beyond frustrating and ridiculous... the previous agent/manager had agreed to the refund, why did I need to request it again which would then take even more time. He said the phone call was necessary to verify bank details and comply with money laundering regulations. I pointed out that this hadn't been necessary when we got our flight refund. He said it was their policy to speed up the refund process. In the end I told him that if we didn't see our refund in the next couple of days I would instruct my bank to do a charge back. He said "that will take 6 months". Fine by me. He then attempted to offer £100 to rebook, I said no thanks, bye. We then received an email saying the refund was being processed. 2 days later, it's here! 9 weeks of hounding, we got back what was rightfully ours.