Monarch Airlines claim refused

[DomiGB]

Hello

Monarch Airlines ceased trading in Oct 2017. I have claimed refund to PayPal for my Christmas 2017 flight with Monarch, which did not happen. The claim of £110 is still within 180 protection days. Although the initial response of the PayPal Resolution centre was 'refund initiated' they have changed it to 'claim refused' with clarification 'your item must be significantly not as described'. Think I've got less than a month before the 180-day protection period is over. 

Any suggestions as to how to go about it?

Thanks

Domi

[kernowlass]

@DomiGB

There are 2 options for opening a dispute.

1. Non receipt of item.........this should have been the one you opened as you did not receive your flight.

2. Item received but not as described.............why would you open that one?

[DomiGB]

Many thanks for your quick reply.

Funnily enough PayPal have assigned the category. I'd think the process would not be handled by a robot.

Would you advise that I re-submit the claim under your suggested category 1 (non-receipt of item).

They did ask me for the documentation and I had submitted: a) the ticket confirmation, b) the two correspondence letters confirming Monarch's administration.

Cheers

Domi

[DomiGB]

The Resolution centre did not allow me to login the claim but I rather had to use the PayPal's Secure Message Centre who logged the claim on my behalf under the category 'item not as described'.

Below would be the case history:

• 4 Mar 2018 - PayPal: Case closed
• 4 Mar 2018 - PayPal: Claim refused
• 4 Mar 2018 - PayPal: Email sent to seller
• 4 Mar 2018 - PayPal: Email sent to buyer
• 27 Feb 2018 - PayPal: Email sent to seller
• 27 Feb 2018 - PayPal: Email sent to buyer
• 21 Feb 2018 - PayPal: Refund initiated
• 21 Feb 2018 - PayPal: No response received
• 17 Feb 2018 - PayPal: Email sent to seller
• 10 Feb 2018 - PayPal: Email sent to seller
• 10 Feb 2018 - PayPal: Email sent to buyer
• 10 Feb 2018 - Buyer: Complaint Case filed

[kernowlass · Accepted solution]

@DomiGB

Well that sounds pretty daft to me, its a service you DID NOT receive so why would they open one for not as described.

Why not give customer services a call and appeal it citing why did they use that option???? 

Click on the words "Help / Contact" at the bottom of paypals pages and use the phone option in the blue band at the top OR very bottom of page dependent on what country you are in. Log in and get the code.
When you get through don't select any options just hang on till you get transfered to an agent OR just say the word 'Agent'".
In the UK its free from any landline phone.