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Solicitor urges agents to continue to dispute every chargeback

Travel agents should continue to dispute every credit card chargeback that they receive, according to a solicitor speaking at The Specialist Travel Association (Aito) conference.

Krystene Bousfield, associate solicitor at Travlaw, repeated calls made in August to challenge every claim, adding: “Always, always, always dispute, unless you’re happy to hand the money back.

“If you do not dispute it, it will be granted.”

The problem of chargebacks escalated enormously earlier this year as consumers scrambled for refunds after holidays were cancelled amid the pandemic.

The issue has caused many problems for embattled agents as some claims have been fraudulent or unwarranted.

“Some of the chargebacks are abysmal and disgraceful,” said Bousfield.

“Some customers are getting chargebacks after they have been on the holiday.”

She also advised agents to appeal to the Financial Ombudsman if necessary, although they should take into account that this will incur a fee.

Furthermore, Abta and trade bodies such as Aito may also be able to offer help to agents fighting unfair charges, she added.

Agents should also check their merchant services agreement to see if they can defend themselves with clauses in the small print about acts of government or force majeure.

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