We have been busy and we continue to fight for you to get as much of your refund returned as quickly as possible.
Since March 2020 LTP has carried out over 2.1 million dollars in refunds and we have waivered all cancellation fees for our clients*.
Please see frequently asked questions that we are answering on a daily basis:
AIRLINES
Where is my refund?
Some airlines like Qatar, Finnair and Japan Airlines have been able to process refunds within 4 weeks.
Unfortunately, the wait time for other airlines has been over 12 weeks while other have taken up to 30 weeks or more. It is a challenging time for all airlines who are operating with a skeleton staff who are processing refunds.
We are advised from ticket centres on a regular basis with the current turnaround for refunds by their tracking system.
You can always refer to the airline’s website for more information about refunds. If you want to make enquire directly with an airline about how long your refund is taking, you can call the airlines with your airline reference number or RELOC. Please note refunds are out of our control at LTP. We have made all of your requests and depend on the airlines to supply the refund. We understand your frustration, but at LTP we will not tolerate abuse and we will block any communication that is of an abusive nature. In such instances, your case will need to be referred to our head office for refunds. This added step may prolong the process to receive your refund.
Please remember we are currently working for free as there is no incoming business in the travel sector. We ask for your understanding and patience for anyone working in the tourism industry. Like many, we are trying to get by as we work tirelessly to help our clients during these difficult times.
I applied for a travel credit but I now I want a refund. Is this possible?
Unfortunately, the answer is not clear cut and dependent on your airline.
With some airlines - if the agent cancels out the booking when requested by the client before the airlines cancels out the booking, it is seen a voluntary change and standard rules apply. This means that existing fare rules when the ticket when booked apply, and will not be cover COVID-19 waiver on cancellation fee with the Airline and LTP, but you can have a travel credit with the airline. Please note that this applies to most airlines.
If you cancelled your booking with the airline and accepted travel credit, but would now like a refund, standard airlines cancellation fees with apply. There is also a LTP fee of $150 per person and NETT refund and commission amount which will held as a travel credit with LTP. This credit is valid for 4 years. This fee will cover your agent’s work to get the refund for clients. This fee will need to be paid before the refund is paid out to cover LTP’s time and expenses to process the refund manually with the airline. This fee is the sole income for LTP during these challenging times, hence we will need to be changing the fee system going forward.
Why I am not offered a refund?
Some airlines will not offer refunds only a travel credit. This is out of our control at LTP. We must comply with individual airlines rules. You are welcome to make a compliant directly with the airline regarding refunds. Please remember when you contact the airline to keep a record of:
- The date and time you contacted the airline
- The person you spoke to,
- Their location
- Your waiver code if offered
- Please get the person on the phone call to put a note on your booking.
Once you have this information, it is important that you get this information confirmed in writing from the airline. An LTP team member will manually apply for refunds with the airline on your behalf, however, this will incur an LTP fee of $150 which need to be paid before we apply for refund.
HOTELS
When can I apply for refund for hotel?
We can only apply for hotel refunds within 30 days before the check in date.
Why was I only offered a voucher with the hotel?
When hotel reservations are booked on non-refundable rate (unless requested for refundable booking at time of booking for a higher rate) we have to get waiver with the hotel. Due to Covid-19 and boarder restrictions, hotels are predominately offering vouchers, rather than refunds, to rebook the hotel with 12 months.
If you have been offered a hotel voucher, this is because the hotel is not offering refunds. This not a decision made by the supplier for LTP.
If you wish to pursue your request for a refund further, you will need to contact the hotel directly as it is a decision beyond our control.
We advise you to get written confirmation from the hotel should they agree to give you a refund on your booking.
When will get my refund from the hotel?
This is will take up to 60 days after your original check-in date with the hotel. You will get email from LTP with the NETT amount refund, and then get the commission amount of the hotel booking as a LTP travel voucher to use within 3 Years, this is case if the hotel gives refund normal hotels are giving refunds 85% of the time due to Covid-19.
I have got offer a voucher to use within 12 months but I don’t think I can travel wit in 12 months or I don’t want to travel to that destination.
Unfortunately, this is between you and the hotel, you can email the hotel about travel plans and directly negotiate with them.
If they do not offer refund, we encourage you to investigate your insurance policy as you may be able to apply for an insurance claim to cover this cost.
CRUISES
When can cancel my cruise booking?
You can cancel at any time, but please note if you cancel before the cruise line cancels your booking you will agree to the terms and conditions of the cruise line.
But if cruise line cancel the booking before the cruise date, they will normally offer you a full refund or extra bonus because the cruise cancelled your booking due COVID-19.
When will get refund from the Cruise line?
This all depends on the cruise line or wholesaler that the booking made with, the LTP will advise you of the process.
CAR HIRE OR TRANSFERS
When can I apply for a refund with Car Hire or Transfer?
At any time. Your LTP agent will apply for refunds within 30 days of your travel dates. All your cancellations will be managed at the same time.
I had a booking with Day Trip or UGO?
If you had a booking with Day Trip or UGO, please note they are only offering travel credit vouchers valid for 2 years from the time of booking, your LTP agent will email your voucher with the amount and date to use the voucher by. There are no extensions on all vouchers.
TOURS
When can I apply for a refund?
You can cancel your booking at any time but please note supplier cancellation fees will apply and terms and conditions of the supplier will stand.
If the tour is cancelled by the supplier, then the supplier will give you the options of what you can do with the existing booking. Normally, the supplier will hold your amount in credit or they will refund and charge their supplier fee.
Please note all refunds will be NETT refunds and LTP will send you travel credit with amount of commission made on the booking to use within 3 years.
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