Luxury Escapes - beware!

[Flashback]

What happens if you change the date but then still can't travel when it comes around?

Same question for many other travel providers I guess, I guess it'll then have the same policy applied; or you'd at least think so.

 

[bPeteb]

Just found this thread. We’re supposed to be flying up to Cairns on Friday for Easter at Kewarra Beach. Qantas is refunding flights. I received an email from LE offering to hold or change dates. I choose hold and then received an email advising I have to rebook by end of April for date until end of June. Um, no. I’ve emailed a couple of times with no answer. I’m on leave now for next two weeks so will try calling today and see what they offer.

 

[Pushka]

Just found this thread. We’re supposed to be flying up to Cairns on Friday for Easter at Kewarra Beach. Qantas is refunding flights. I received an email from LE offering to hold or change dates. I choose hold and then received an email advising I have to rebook by end of April for date until end of June. Um, no. I’ve emailed a couple of times with no answer. I’m on leave now for next two weeks so will try calling today and see what they offer.

Contact the property directly. That's what we had to do as the options provided by LE for Bali were stoopid. Like May - next month! The property itself was much more accommodating and so we wedged LE telling them it was their issue to sort or we would be doing a chargeback. Then LE tried to put on a surcharge when the Hotel didn't want to.

 

[bPeteb]

Contact the property directly. That's what we had to do as the options provided by LE for Bali were stoopid. Like May - next month! The property itself was much more accommodating and so we wedged LE telling them it was their issue to sort or we would be doing a chargeback. Then LE tried to put on a surcharge when the Hotel didn't want to.

Hi Pushka
Once I’d finished today’s chores I was going to contact Kewarra. Just checked email and there’s a response from LE. It’s been converted to a buy now book later. I’m still going to contact the resort and get their view on this.

 

[Pushka]

Hi Pushka
Once I’d finished today’s chores I was going to contact Kewarra. Just checked email and there’s a response from LE. It’s been converted to a buy now book later. I’m still going to contact the resort and get their view on this.

Yes, then you need to check that LE shows availability for your potential new dates and if not, contact the resort. You should be able to see the dates you can book

 

[blackcat20]

I emailed our hotel a couple of weeks ago and haven't heard a peep.

 

[Pushka]

I emailed our hotel a couple of weeks ago and haven't heard a peep.

Likely closed then.

 

[blackcat20]

Likely closed then.

Probably. Not sure what to do given LE dont have any additional dates available.

 

[bPeteb]

Yes, then you need to check that LE shows availability for your potential new dates and if not, contact the resort. You should be able to see the dates you can book

April, May, June...

 

[Pug1]

I have a similar experience, and when I eventually got hold of them, the call was very brief as they just say they will not refund under any circumstances without offering any remedy, citing the contract they have with the hotels (seriously? I am sure the contract doesn't say LE will pay money to the hotel if the hotel is closed!)

Post automatically merged: Mar 30, 2020

Will do, I am waiting for Amex to setup the disputes so I can upload documents, right now it is still stuck at "Setup in progress".

Hi glasszon,
have you had any luck with this dispute? I set up a dispute for payments on my Amex card for Qatar Airways flights, using the Amex chat line. They said it might take 6 to 8 weeks to get a response. I'm waiting for a refund from Flight Centre who are just not responding.

 

[glasszon]

Hi glasszon,
have you had any luck with this dispute? I set up a dispute for payments on my Amex card for Qatar Airways flights, using the Amex chat line. They said it might take 6 to 8 weeks to get a response. I'm waiting for a refund from Flight Centre who are just not responding.

Yes, at the end Amex sided with me, but it took a lot of convincing.

 

[benn_]

I recently had a win with LE. I rang up regarding my holiday in June, they were happy to give me travel credit which is needed to be used by Jan 2021 for travel before Mar 2021.
They did advise that there is a high probability that these dates will be extended and if on the low chance they aren't, I could always apply for an extension to the dates myself.

 

[Pushka]

I recently had a win with LE. I rang up regarding my holiday in June, they were happy to give me travel credit which is needed to be used by Jan 2021 for travel before Mar 2021.
They did advise that there is a high probability that these dates will be extended and if on the low chance they aren't, I could always apply for an extension to the dates myself.

We extended our March booking for Bali to December. I don't think that is even going to happen and not sure I'd want it to anyway.

 

[blackcat20]

They are apparently working with suppliers to get dates extended through next year; hoping thats the case as we have a Hawaii package I'm desperately keen to use.

I had a quick look and its now extended to December, but I doubt we can go to the US before years end.

 

[bPeteb]

Our booking still only shows April, may, June as selectable. We won't be (can't be) going. I'll hopefully hear something back from them at some stage

 

[glasszon]

We extended our March booking for Bali to December. I don't think that is even going to happen and not sure I'd want it to anyway.

Don't forget about travel insurance as well, it's going to be very difficult to get travel insurance that covers covid-19 until a good treatment becomes available. The last thing you want is to be stuck with a huge hospital bill overseas.

 

[Pushka]

Don't forget about travel insurance as well, it's going to be very difficult to get travel insurance that covers covid-19 until a good treatment becomes available. The last thing you want is to be stuck with a huge hospital bill overseas.

Ours is an annual policy that expires Feb 1 2021 and did include Pandemics. They have already paid a small amount for cancellation costs of our first Bali failure in late March. But agree, TI is the issue moving forward.

 

[travel_bug]

Recent media article on another customer’s situation, booking was allegedly refunded in full by the hotel to LC, but LC have only offered a credit as “goodwill”. It also mentions the class action against airlines and TAs that S&G is currently building.

Couple's battle for $10,000 luxury holiday refund as hundreds consider class action — ABC News

A Brisbane family has been left frustrated after they were offered a credit note when their luxury $10,000 holiday was cancelled because of the coronavirus pandemic.

apple.news

 

[levelnine]

Sounds like LE have behaved absolutely appallingly. This will be remembered by customers. The long-term cost to their reputation is going to be enormous. Talk about cutting off your nose to spite your face.

 

[jakeseven7]

I honestly don’t know why people are finding this surprising, LE have had a long track record of wriggling out of refunds and now the spotlight is well and truly on them.

Our neighbours are going through a very similar issue where the hotel says they have not charged LE and LE are just sitting on the cash not budging.

I’ve only used them once and we ended up in a nice resort but jam packed full of the Bali bogan crowd who all booked the same deal, so never used them again.

Hope this media attention gets some answers for people...