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I thought it might be an idea to set up a refund thread specifically in respect of how things now develop following this week's sad news.

Any advice/queries can be put on this one thread along with confirmation when refunds are received.

To get the ball rolling.....................on Monday evening I had an email from ABTA advising the process of registering claims with them and on Tuesday an email from my TA saying they are liaising with ABTA and will advise their customers in due course about the required action.

I have no faith in my very well known TA to do anything today if next month will do, so went on to the ABTA site and filled in my refund application direct. It was a very easy, user-friendly process, and I received an instant claim reference and an email saying they will start looking at the claim in the next two weeks. The only documents you need to download are the booking confirmation and credit/debit card statement showing the payment to the TA.

Unfortunately my TA has to submit a copy of their payment to CMV and that will obviously take a long while. My TA alone must have thousands of CMV bookings based on their extensive national newspaper advertising so, despite my comments above about them, in this instance it would clearly be unreasonable to expect it to be dealt with quickly.

There are various different processes to follow depending on how the booking was made and what I have described above is only for bookings made through a TA and paid  by card.

Hope this helps and seems like a good idea!

Kind regards. Peter

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I did exactly the same with ABTA plus, separately, a credit card charge back request with my bank for the "Additions" package I bought directly from CMV.  I hope I'll receive some monies back by Christmas!

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I got the email from abta informing us that CMV had gone into liquidation and that I would have to claim via my bank (with a link to a letter I have to show bank) however the form I had to fill in for the bank is only in the event that abta rejects a claim. I don't understand how they can tell us to go straight to the bank without going through abta first? Feel like they are just trying to Palm off as many claims as possible

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I only found out about CMV failing via this forum. I have had nothing from ABTA but followed the ABTA link on the CMV site and read the ABTA info. I have claimed via my credit card company so will see what happens. I did think that we were covered by ABTA as this is impression given until you want to claim. 

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Emaile Cruise specialist yesterday back to me today saying we have sent you a claim firm with ABTA but you’ll have to do it all yourself 🙄, even though they have all the paperwork as they made the booking.

Anyway it’s done and I have a claim number told 10-14 days - paid via a debit card. So fingers crossed, but it still leaves a bad taste in my mouth 😞 

Good luck everyone.

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You will see from my opening post on this thread that I have already received an ABTA claim number, having filled in the paperwork.

I do appreciate there are different processes depending on how people paid, and indeed whom they paid (to a Travel Agent or direct to CMV), but I am not completely sure of the differences.

Certainly we are all covered by ABTA as I see it even if they initially direct you to your bank -which I believe may be the case if you paid CMV direct.

But please don't quote me as I'm not an expert on the alternatives to what we did which was book through a travel agent.

Good luck to all

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Well knock me down with a feather!!!

 

i received the email from abta on Tuesday, (two days ago), sent a letter to my bank that morning, asking them to instigate a chargeback/refund on the debit card transaction, which was direct with cmv (no ta involved).

 

Yesterday afternoon I received an email from my bank saying that cmv has gone bust and would I like to instigate a claim, which of course I did, yesterday afternoon. 

 

And this morning before 8am, the full amount credited to my bank account!!!!!

 

I’m happy to share details of which bank etc privately but not in public forum. 

 

I still have one other cmv claim in progress, but that one’s with a credit card. 

 

(I’m uk based)

 

peter

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Very interesting and informative posts. Thank you all.

Our cruise package is covered by ABTA/ATOL and, with a very switched on TA on the case, we're expecting the refund. I guess it'll be whenever!

Point to raise, we separately purchased a Drinks Package, direct with CMV, via Barclaycard.

Tried to get Barclaycard online, (timed out after about 2 minutes, before I could even download the right form), and phone, (no response whatsoever, never even got the "holding message").

So, nipped down to Barclays Bank, only to be told, (should have known but my brain isn't what it used to be), "nothing to do with us, separate company". "direct contact is the answer". "I understand your frustration", he said!!!

So, any advice welcomed.

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We’re in the US and booked directly with CMV for a September cruise, final payment made in late a June, deposit made in May, both via same US-issued credit card which has travel protection and no international transaction fees. 
 

I received the Administrators email ( BTW, to I think in the US we just call it receivership or Chapter ## bankruptcy) on Monday. Called the credit card company (a large US bank that issues many branded credit cards) on Tuesday morning. They took the info, they did not require any paperwork from us, and was told we’d see a temporary credit to the account within 7 days. The amount of the final payment was credited by Wednesday evening. Called Thursday morning to ask about the remainder and was informed the remaining amount, equal to the original deposit, would take up to 15 days from initial request. 
 

So far this seems reasonably prompt.
 

Good luck to everyone in getting your refunds. And I hope the “Administrator” is able to find a way for CMV to come out of this intact and able to cruise again!

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It is slightly disturbing to us that we have not had any official notification from anyone about this. People are posting that their banks is telling them about it etc. - we have heard zip/nada/zilch. Our S75 paperwork is ready to go tomorrow though.

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I am in Australia and have been advised we need to claim through our insurance. I am not hopeful given the cruise was partially completed (VdG Singapore to London) and the demise of CMV was Covid related. Time will tell

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I had booked a three night cruise on Amy Johnson for next May.  I paid by credit card, so ABTA have directed me to put in my claim to the credit card company.  I was able to use an online form for the claim and attached the ABTA letter and my receipt from CMV.

 

I did that last week and received an email acknowledgement, so now I'm just waiting.

 

As it's just the deposit of £200, I'm reasonably relaxed about it, but everyone who has large sums of money to come back has my sympathy.

 

 

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For anyone who has not had notification this is the email we got on the night they went down:-

 

 

"Dear Mrs XXXX

 

Booking Reference: XXXXXX

 

South Quay Travel & Leisure Limited (In Administration) trading as Cruise & Maritime Voyages (United Kingdom)

We regret to advise you that the above ABTA Member has ceased trading and has been placed into administration on 20 July 2020.

Our immediate objective is to help you understand what steps you need to take next, depending on the type of holiday you have booked.

We understand that you may be concerned by this news, but it is very important that you follow the advice that we have set up on a specific website to provide information on what you need to do next.

Please visit www.abta.com/failures and select South Quay Travel & Leisure Limited to review that advice. If you booked through a travel agent and not directly with South Quay Travel & Leisure Limited you should also contact your travel agent first, before taking any other action. Your travel agent will be able to help you with your claim.

 

Kind regards

 

ABTA Claims Team

 

E: cruise@claims.abta.co.uk |  www.abta.co

 

 

 

When I first read it I thought it was from the administrators, though as you can see it was actually from ABTA and gives a relevant links for further information.  The link in the ABTA site says where people in individual circumstances need to go to re claim their cash and I am thinking if non are available to you the likelihood is you could apply to the administrators as a creditor with a hope of getting a proportion back when it is all wound up.  I am also thinking Banks and ABTA would be creditors after it is would up.  I may be wrong in my thoughts though as I have no business knowledge.  There are clear guidelines on the ABTA site to follow, so people will need to contact whoever is applicable if they have questions.  We have been through the system when All Leisure went down a few years ago and I know DH was dealing with quite a bit of paperwork as all details and proof of payments needed to be supplied.  He did the CMV claim a couple of days ago, which was quite complicated as we had already changed our cruise because of family reasons and it was changed again as the cruise was cancelled. - just a case of ploughing though it I am told.  Luckily this is not my job - I just spend the money on booking the holidays 🙂

 

Good luck with the claims everyone. 

Edited by tring
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5 hours ago, yorkshirephil said:

There is virtually no chance of getting anything back as a creditor, wages then taxman take priority plus the substantial administration fees.

 

If you have a flight involved in the package you need to apply to ATOL not ABTA, details are; https://www.caa.co.uk/ATOL-protection/Make-an-ATOL-claim/Making-an-ATOL-claim/

 

 

The ATOL situation and a link to correct ATOL page is also mentioned on the ABTA link so would still get through from there.  Admittedly there may have been a different email sent to fly cruise passengers though.  ABTA also gives info. for people of other nationalities, with specific links.

 

Most people will have found their way round the system now so I was a bit late posting the email really, but someone did say they did not get one.  We booked on the CMV website, but maybe others who booked elsewhere got notifications in different ways - if at all.  Some people may still not know as I saw nothing in the news about it.

Edited by tring
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I received the email from abta on Monday night(last week) and called my credit card issuer on Tuesday morning informing them as wrote in the email. They asked me to send them the letter from abta, a copy of my booking and today the full amount credited to my bank account!

Good luck everyone.

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After over a week of calls and rejected  forms the bank have now said we need to claim via abta. Did the online form yesterday. Anyone got their money back this way yet/know how long it takes? 

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7 minutes ago, Blackbird19 said:

After over a week of calls and rejected  forms the bank have now said we need to claim via abta. Did the online form yesterday. Anyone got their money back this way yet/know how long it takes? 

They are not even looking at them yet.  Expect months.

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5 hours ago, Blackbird19 said:

After over a week of calls and rejected  forms the bank have now said we need to claim via abta. Did the online form yesterday. Anyone got their money back this way yet/know how long it takes? 

Did the bank tell you why they rejected your claim?

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2 hours ago, yorkshirephil said:

Did the bank tell you why they rejected your claim?

 

They said they could refund the deposit but the main payment was a 'faster/fast track' (??) Payment so we would have to go through atol for that. Then said we might as well just claim the deposit with atol too. 

 

It was a debit card not a credit card so think that's not helping

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2 hours ago, yorkshirephil said:

Did the bank tell you why they rejected your claim?

How the bank is concerned? You make a claim to the cruise company, and then the cruise company contacts its bank to issue a refund which will be then transferred on the account of their client. The bank has nothing to do with some particular customer, its the cruise company that is responsible for all this work. I suggest you contact the cruise company first 

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Apologies if I am missing something Roger (it's been a long day!) but I don't understand your post?

The cruise line is in administration so how will they help?

As above, sorry if I am missing your point.

Kind regards. Peter

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11 hours ago, PrincessPete said:

Apologies if I am missing something Roger (it's been a long day!) but I don't understand your post?

The cruise line is in administration so how will they help?

As above, sorry if I am missing your point.

Kind regards. Peter

I don't think it is you that is missing something.  The banks are trying it on, they have a responsibility by law and are trying to use loopholes and weasely words to avoid paying out. My bank has paid me back the deposit I paid on my credit card (within 2 weeks) and reviewing the rest of my claim. I have also put a claim in to ATOL for the sum lost less the deposit. If my bank pays me the balance I will cancel my ATOL claim.

 

Blackbird 19 paid by debit card, this changes things with some banks. However some banks have returned monies payed by debit card. Sometimes you just have to keep chasing them down, you can hardly blame them for suggesting somebody else pays you out. Insurance companies are doing the very same thing.

 

The civil aviation authority advised me to claim my deposit through my bank and the balance through ATOL.

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19 hours ago, Blackbird19 said:

 

They said they could refund the deposit but the main payment was a 'faster/fast track' (??) Payment so we would have to go through atol for that. Then said we might as well just claim the deposit with atol too. 

 

It was a debit card not a credit card so think that's not helping

 

Quite possibly, I am advised that:-

 

Your main payment was by bank transfer so has no protection at all.

 

For payments by Credit Card, the refund is under section 75 which is a legal obligation for the bank, but you would need to make clear you are claiming under section 75.

 

For payments by Debit Card as chargeback, the banks have a contractual obligation under the T&C's of Barclaycard or Mastercard  (presuming your card is one of those).  These payments have a stricter time limit, so you would have needed to have made the payment within a certain time of the claim being made (I think 540 days in this case).  These claims, if successful, can be challenged within a certain time period by the company taking the payment, so could be reclaimed from you during that time.

 

A useful link:-

 

https://www.moneysavingexpert.com/reclaim/visa-mastercard-chargeback/#:~:text=Chargeback%20is%20a%20little%2Dknown,your%20goods%20weren't%20delivered.

Edited by tring
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