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XL Leisure Collapse - 3 Out of 4 Nos Given = GNs (Read 23,750 times)
NGMsGhost
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XL Leisure Collapse - 3 Out of 4 Nos Given = GNs
Sep 12th, 2008 at 12:42pm
 
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. Wink Roll Eyes
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sherbert
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Re: XL Leisure Collapse - 3 Out of 4 Nos Given = G
Reply #1 - Sep 12th, 2008 at 2:37pm
 
Further information can be obtained from the Administrator’s help line as follows:

   * From the UK – 0800 068 8991
   * From Abroad - + 44 208 242 4783

As quoted from the XL web site..

http://www.xl.com/
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« Last Edit: Sep 12th, 2008 at 2:39pm by sherbert »  
 
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Re: XL Leisure Collapse - 3 Out of 4 Nos Given = G
Reply #2 - Sep 12th, 2008 at 3:00pm
 


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. Smiley

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...........
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« Last Edit: Sep 12th, 2008 at 9:01pm by DaveM »  

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Re: XL Leisure Collapse - 3 Out of 4 Nos Given = G
Reply #3 - Sep 12th, 2008 at 6:26pm
 
The relevant 087x numbers that may have featured in some media coverage are as follows:

The emergency call centre to handle enquiries from worried customers or relatives, as advised by ATOL and the CAA - 0870 5900 927

This is listed by BBC News, which also gives an alternative to call if abroad - +44 (0) 2891 856 547.

Potential alternative carriers listed by [url=(http://news.sky.com/skynews/Home/Business/XL-Leisure-Group-Collapse---Who-To-Cal... News[/url]
First Choice  0871 200 7799
Thomas Cook  0870 010 1806
Thomson  0871 231 5938

I have not seen any call price announcements as apparently demanded by the ASA. The familiar complaints about those who seek to profit from people's misfortune (or at least cause victims to contribute financially towards measures to assist them) are probably justified. I would place ATOL in the frame here.

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Re: XL Leisure Collapse - 3 Out of 4 Nos Given = G
Reply #4 - Sep 12th, 2008 at 6:33pm
 
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).
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Re: XL Leisure Collapse - 3 Out of 4 Nos Given = G
Reply #5 - Sep 12th, 2008 at 6:42pm
 
SilentCallsVictim wrote on Sep 12th, 2008 at 6:26pm:
The emergency call centre to handle enquiries from worried customers or relatives, as advised by ATOL and the CAA - 0870 5900 927

This is listed by BBC News, which also gives an alternative to call if abroad - +44 (0) 2891 856 547.


Radio 5 Live only quoted 02891 856 547 for those wanting to call the CAA.  Perhaps we have a supporter working in the Radio 5 Live production department or on their editorial team? Wink

Quote:
I have not seen any call price announcements as apparently demanded by the ASA. The familiar complaints about those who seek to profit from people's misfortune (or at least cause victims to contribute financially towards measures to assist them) are probably justified. I would place ATOL in the frame here.


When I have complained about this before to the BBC with their quoting of the Disasters Emergency Committee 0870 number with no mention of call cost they have tried to wriggle out of it by saying that as it was not their number they were not responsible for being aware of the cost of calling it. Shocked Angry
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Re: XL Leisure Collapse - 3 Out of 4 Nos Given = G
Reply #6 - Sep 12th, 2008 at 6:44pm
 
bbb_uk wrote on Sep 12th, 2008 at 6:33pm:
I'm one of those that booked a holiday with TravelCity Direct for next June.


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?
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« Last Edit: Sep 12th, 2008 at 6:46pm by NGMsGhost »  

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Re: XL Leisure Collapse - 3 Out of 4 Nos Given = G
Reply #7 - Sep 12th, 2008 at 6:57pm
 
bbb_uk wrote on Sep 12th, 2008 at 6:33pm:
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).



It is my understanding that if you pay part of the charge by credit card or Visa debit, the credit card or Visa debit card company have to pay the whole amount.

I am sure I read sometime ago, where someone had just paid the deposit on their credit card and the rest by debit card, the firm went belly up and the credit card company was obliged to pay up in full.

I also believe that if your debit card has the word Visa on it then the same rules apply as if it was a credit card, hence the reason in what I have written above.

Worth checking this out.
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Re: XL Leisure Collapse - 3 Out of 4 Nos Given = G
Reply #8 - Sep 12th, 2008 at 7:07pm
 
sherbert wrote on Sep 12th, 2008 at 6:57pm:
It is my understanding that if you pay part of the charge by credit card or Visa debit, the credit card or Visa debit card company have to pay the whole amount.

Samira Ahmed on Channel 4 News has just said that Visa Debit Card users can apply for a refund.
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Re: XL Leisure Collapse - 3 Out of 4 Nos Given = G
Reply #9 - Sep 12th, 2008 at 7:45pm
 
sherbert wrote on Sep 12th, 2008 at 6:57pm:
It is my understanding that if you pay part of the charge by credit card or Visa debit, the credit card or Visa debit card company have to pay the whole amount.
I know Visa operate a facility called charge back (or something) that allows anyone using a Visa card (debit included) to try and reclaim money back for possibly things like this where a company has not fulfilled their side of a contract.

I know claims over £100 then I can claim under s75 of the consumer credit act but not sure exactly does that mean £100 or over £100 (as in £100.01)

Visa have issued a statement here.
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« Last Edit: Sep 12th, 2008 at 7:51pm by bbb_uk »  
 
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Re: XL Leisure Collapse - 3 Out of 4 Nos Given = G
Reply #10 - Sep 12th, 2008 at 7:51pm
 
And I would guess the same applies to MasterCard
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Re: XL Leisure Collapse - 3 Out of 4 Nos Given = G
Reply #11 - Sep 12th, 2008 at 8:02pm
 
sherbert wrote on Sep 12th, 2008 at 7:51pm:
And I would guess the same applies to MasterCard
Not so certain as even MSE mentions Visa's charge back facility but doesn't mention MasterCard!?!

However, if s75 applies then it makes no difference whether Visa or MasterCard.
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Re: XL Leisure Collapse - 3 Out of 4 Nos Given = G
Reply #12 - Sep 12th, 2008 at 8:06pm
 
bbb_uk wrote on Sep 12th, 2008 at 8:02pm:
sherbert wrote on Sep 12th, 2008 at 7:51pm:
And I would guess the same applies to MasterCard
Not so certain as even MSE mentions Visa's charge back facility but doesn't mention MasterCard!?!

However, if s75 applies then it makes no difference whether Visa or MasterCard.

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.
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« Last Edit: Sep 12th, 2008 at 8:06pm by Dave »  
 
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Re: XL Leisure Collapse - 3 Out of 4 Nos Given = G
Reply #13 - Sep 12th, 2008 at 8:17pm
 
I have a Lloyds TSB debit card and it has Visa printed on it. However if you were to apply for a Llyods TSB credit card, you would be given a MasterCard.

I think you will find that it is the banks that supply the credit and debit cards and not the credit card companies.
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Re: XL Leisure Collapse - 3 Out of 4 Nos Given = G
Reply #14 - Sep 12th, 2008 at 8:46pm
 
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
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