I have just been listening to coverage on BBC Radio 5 Live regarding the collapse of XL Leisure and passengers left stranded on holiday who may not be able to come back for a few more days (lucky them) and those who have had their holidays cancelled completely before they started (unlucky them).

At the end of the item various phone numbers were quoted.  These included both a GN for passengers stuck overseas and for the liquidators/administrators of the company.  There was also an 0800 number quoted for those in the UK with relatives stuck overseas.

But then they ruined it all with an 0870 number for those with longer term advance bookings with the airline.  I'm not quite clear of the purpose of this 0870 number when surely the affected customers would get much further speaking to the liquidator or administrator on their Geographic Number.

But at least one firm of accountants has got the message that using an 084 or 087 prefixed number for a company that has gone bust is not acceptable.  So far as I can see the 0870 number is actually historic and was set up by Excel and not by its liquidators.  I also rather doubt whether anyone will be taking any phone calls on that 0870 number.

I see it is the Administrators who are quoting a geographic number for use from overseas and an 0800 phone number for use within the UK.  So well done to them for doing the right thing, unlike other firms of administrators.

The other geographic number quoted on BBC Radio 5 Live of 02891 856547 for those customers in particular distress is actually the CAA helpline number.

Sadly the three other tour operators listed by XL on their website as being companies you could contact to find alternate return flights home with all use either 0870 or 0871 numbers and as we know 0871 numbers in particular are frequently impossible to contact from overseas while calling 0870 numbers is very, very expensive on many mobile phones from abroad.  Now I appreciate this is not directly Excel's or the administrator's fault but as they clearly appreciate the issues with using NGN phone numbers from overseas perhaps they should have either visited this website to look for geographic alternatives or asked the tour operators in question if they would provide a geographic number, given the main place (i.e. overseas) that most of the calls are likely to be calling from in this case.

One does wonder why only three other tour operators are listed and there is no mention of BA, BMI or other scheduled airlines that customers might also organise other fights with.  Not to mention national airline operators like Iberia, Olympic etc, etc, etc.  One does of course understand why mentioning the phone numbers of Easyjet or Ryanair would be pointless but perhaps customers could at least have been guided to the URLs for their flight booking websites...........

I'm one of those that booked a holiday with TravelCity Direct for next June.

I was given 020 74536700 by my bank, Nationwide, and having rung it get load of spiel then eventually get told to ring ATOLs 0870 number for those that booked longterm.

It was a 2-part deposit and first part (£100) I paid on my visa credit and the remainder was on my debit card (only because I had this to hand).

ATOLs claim form gives no help for those that paid by more than two methods but it says anyone paid on credit card to contact their CC issuer.  What do I do with part that I paid on debit card?  I guess I will just have to ring them (on their geo of course).

bbb_uk wrote on Sep 12^th, 2008 at 5:33pm:


Sorry to hear this but at least as the booking is next June you have plenty of time to make alternative arrangements and press for a refund from your card issuer etc.

Of course debit card payments are not covered by the credit card guarantee against a retailer failing to provide the promised service or product but I suppose you may be covered under the ATOL scheme instead?

sherbert wrote on Sep 12^th, 2008 at 5:57pm:

Samira Ahmed on Channel 4 News has just said that Visa Debit Card users can apply for a refund.

And I would guess the same applies to MasterCard

bbb_uk wrote on Sep 12^th, 2008 at 7:02pm:

MasterCard operates under the "MasterCard" brand for its credit card and "Maestro" for its debit card.

I believe Visa uses its name for both credit and debit card.

You are covered using a Credit Card by law provided the amount is between £100 and £30,000.

Debit cards are not covered, but Visa has its own arrangement and in fact there is no lower limit to it. As I understand it you have to make a claim within 120 days. It is called Visa Chargeback. You should not assume Mastercard debit cards are covered as there is no legal requirement and Maestro do not provide this cover.

Apparently if you do make a claim under Visa Chargeback most banks will not have a clue what you are talking about and you have to persist to get them to take action (usual call centre lack of training). They are obliged to act upon your request under their agreement with Vista