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Help! My Travel Agency Shut Down and I’m Out $2,000

Our columnist investigates whether there is any recourse for a canceled flight booked through STA Travel, which filed for bankruptcy in August.

By Sarah Firshein

Dear Tripped Up,

Earlier this year, I used STA Travel to book a British Airways flight from Tucson, Ariz., to South Africa, scheduled to depart in March. Then the pandemic hit, one of the flight legs was canceled and I canceled my trip. After some back and forth, STA secured a refund from British Airways. I was told by an STA representative that my airfare — $2,059.36 — would be credited back to my credit card account within 60 days. Two months came and went. Then I learned that STA had gone out of business. Kaitlin

Dear Kaitlin,

When I first read your email, I was hit with an inkling of hope that your credit card company could rush in and save the day. Still, I set off to learn more about the laws and policies at play, so I did what I usually do when I start a Tripped Up column: I emailed some industry sources and started a Google Doc to organize my thoughts.

The notes became a rabbit hole , expanding with news coverage of STA’s collapse, a list of potential interview subjects, email addresses for international press offices and lengthy financial documents. From the chicken scratch, one truth emerged: Anyone attempting to recoup funds from an out-of-business company will likely confront uphill battles, tall orders and every other cliché in the book.

“In general, when a company goes into bankruptcy, basically it’s the vultures picking over the bones,” said Ira Rheingold, the executive director of the National Association of Consumer Advocates, a Washington, D.C.-based nonprofit. “The last people who will get a piece of those bones are going to be the unsecured creditors: the consumers.”

Formerly a major travel agency for youth and student trips, STA Travel filed for bankruptcy in August after a crippling flurry of pandemic-related cancellations; it was the first major travel agency to fall because of the pandemic. Although STA’s Instagram account has been dormant for more than two months, the comments live on as a record of unanswered questions and in-limbo refunds: “I have a student that is needing an update on her refund status and there is literally no way to reach anyone,” wrote one user. “I wonder how many people got robbed of their hard-saved holiday money,” lamented another.

From the start, your case felt like a maze of sharp corners and dead ends. First I visited the STA Travel website: shut down. Then I emailed the customer service agent you had corresponded with: bounceback. When I reached out to the press office of Diethelm Keller Group, STA’s former parent company that is based in Switzerland, and I got the following statement back: “As STA Travel Holding AG is in insolvency proceedings, Diethelm Keller Group is not in a position to provide further support or information.”

I contacted the Arizona Attorney General’s office after discovering one address for STA in Arizona — possibly a franchise — but was told by a spokeswoman that all consumer complaints are confidential.

I considered calling British Airways, but decided against it; after all, the airline had already canceled your tickets and refunded your money (to STA). Customers hoping to cancel active reservations might have luck by appealing directly to the travel company in question, but anyone waiting for an in-process refund from an intermediary like STA probably would not.

I also thought about what would happen if you were to file a complaint with the Department of Transportation’s Office of Aviation Consumer Protection, but decided that the particulars of your situation would almost certainly translate into more wasted time. There are simply too many layers of gray areas: Only one of your flight legs was canceled by the airline, you purchased tickets from a third-party seller and your refund had already ostensibly been approved.

Travel insurance wouldn’t have necessarily been a magic bullet, either, said Jennifer Fitzgerald, the co-founder and chief executive of Policygenius , an online insurance marketplace. Even when policies do cover the financial default of a travel supplier, they come with loads of caveats, restrictions and conditions.

“Not every travel insurance policy includes financial default protection, and not every provider will be covered,” said Ms. Fitzgerald. “For example, third-party sellers, like travel agencies, will tend not to qualify as travel suppliers, so travel insurance financial default protection won’t cover them.”

I got about 10 pages into a 90-page bankruptcy document outlining the liquidity ratio of STA’s New Zealand arm before (to use another cliché) going back to square one: the credit card company.

Some credit cards include financial insolvency protection (designed to help cardholders when a travel merchant goes bankrupt) in trip cancellation insurance. Others, including the Chase Sapphire Reserve card you used, exclude financial insolvency protection from insurance, handling it through standard disputes channels instead.

In an emailed statement, a spokeswoman for JPMorgan Chase said, “A cardmember can submit a dispute as a result of merchant financial insolvency, which we review on a case-by-case basis.”

The Fair Credit Billing Act, a federal law enacted to protect consumers from unfair credit billing practices, doesn’t have a specific carve-out for a merchant’s financial insolvency, but it does consider “charges for goods and services you didn’t accept or that weren’t delivered as agreed” one of several types of billing errors that consumers have the right to dispute . And although every credit card dispute hinges on the particulars, this is the easiest, most actionable move for lone consumers battling a company that has all but evaporated.

You might wonder, as I did, whether things are more complicated because you’re an American citizen trying to get a refund from an insolvent Swiss company for a canceled British flight. But so long as the consumer’s account with the credit card issuer (a bank, most likely) is based in the United States, and credit is issued to a United States resident, the transaction is covered by the billing error rules of the F.C.B.A.

To protect your rights under the F.C.B.A. in the Before Times, you would have had 60 days from the statement with the billing error to dispute the charge. But these times are hardly normal. That’s why a representative at JPMorgan Chase — citing “your atypical situation with this merchant” — issued you a full refund.

My quest unearthed other tips: Even if you’re filing a dispute through a credit card’s online channels, be sure to also submit the dispute in writing, via snail-mail, to the address the card issuer specifies for billing errors (a condition of the F.C.B.A.). The Federal Trade Commission has a good sample letter online. If you’re not making headway, file a complaint with the Consumer Financial Protection Bureau, which has jurisdiction over the country’s largest banks.

One final word of advice — and one final cliché — from Mr. Rheingold: “It’s about the squeaky wheel, right? Putting something out on social media: ‘Can you believe what this company did to me?’ Or saying, ‘I’ve been a cardmember for the last 20 years and I’m getting rid of it from now.’ That’s not legal advice — that’s just practical. That’s when you get your money back.”

Sarah Firshein is a Brooklyn-based writer. If you need advice about a best-laid travel plan that went awry, send an email to [email protected] .

Follow New York Times Travel on Instagram , Twitter and Facebook . And sign up for our weekly Travel Dispatch newsletter to receive expert tips on traveling smarter and inspiration for your next vacation.

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STA Travel: What does the company’s collapse mean for business and travellers?

Millions of travellers booked formative travel experiences with the company over the past few decades.

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STA Travel UK, one of the biggest names for backpackers and adventurers has gone out of business.

On Friday evening, the Civil Aviation Authority (CAA) announced that the London-based firm had failed with the loss of 500 jobs.

The news leaves thousands of customers who are owed refunds uncertain about when they might get their money back.

These are the key questions and answers.

What was the background?

STA was launched in Australia in 1971. Five years later it capitalised on the collapse of the dominant British student travel enterprise, NUS Travel, to establish a foothold in the UK.

The company’s stated mission was: “We are youthful, adventurous and have a desire to experience new cultures.”

Originally its main appeal was in selling cut-price air tickets to students and young people.

But as low fares for all became more common, and online competitors started to take some of that core business, STA Travel moved into providing tailor-made adventures for a wider age range.

STA Travel UK took over the long-haul specialist Bridge the World in 2010.

Before the coronavirus pandemic began, STA had a network of around 50 high-street stores.

What went wrong?

The firm depended on a constant flow of business to pay staff costs and high-street rents, and for decades it succeeded – despite intense online competition.

But like other travel enterprises, STA saw forward sales dry up because of the coronavirus pandemic.

When travel restrictions started coming into effect in March, many trips were cut short, or did not begin.

Long-stay trips to distant destinations, the mainstays of STA Travel, have since been near-impossible to undertake.

Instead of selling, staff face demands for refunds from thousands of increasingly frustrated customers.

How have customers been affected?

With intercontinental travel almost at a standstill, there are believed to be a negligible number of STA Travel customers abroad. Many abandoned their long-haul, long-stay trips in the spring and flew back to the UK.

Others were not able to start their trips due to the coronavirus pandemic.

There are relative few customers with forward bookings, because STA Travel has sold virtually nothing since March. Most future trips, such as they are, will be the result of customers postponing journeys rather than demanding a refund.

My trip booked with STA was cancelled due to Covid-19. How do I claim a refund?

Most STA sales were package holidays: typically a flight plus some accommodation and one or more adventure tours. Those are covered by the Atol scheme, administered by the Civil Aviation Authority (CAA).

Many customers whose trips were cancelled have been trying to claim money back for months, with the company offering only partial refunds and/or vouchers.

Assuming you have a correctly written “ refund credit note ,” you will be able claim for any outstanding monies owed by STA Travel under the Atol scheme.

The CAA told customers: “Consumers that have accepted valid refund credit notes or are due refunds for the cancellation of their Atol-protected booking will be able to submit a claim to Atol through our online portal.”

What about flight-only tickets?

Abta, the travel association, says: “You will need to contact the airline about your booking. The airline is responsible for your booking and this should proceed as normal.”

If your flight was cancelled due to the coronavirus pandemic, and you have been trying to get your money back from STA, you will need to make a claim direct with the airline concerned.

The CAA broadly concurs, saying: “If consumers have a flight-only booking that was Atol protected, they will only be able to make a claim if they are still due to travel and have not received a valid ticket.

”Otherwise, consumers should speak to their airline, including if the flight has been cancelled or they have received a voucher for a cancelled flight.”

I booked a holiday through STA Travel but a different company is providing it.

Where an Atol-protected package with another tour operator has been booked through STA Travel, your Atol certificate will say “package sale” in the bottom right-hand corner.

Abta says: “You will need to contact the tour operator named on your paperwork or Atol certificate (listed under ‘Who is protecting your trip?’). “Your tour operator should be able to confirm that your booking will proceed as normal.”

How significant was STA Travel?

One of many expressions of sadness was tweeted by Michael Rogers: “I bought a very reasonably priced Round [the] World ticket from STA about 15 years ago and it changed my life. Very grateful for that and very sad news.”

Dawn Smith said: “Booking student travel at STA opened the door to a new and exciting world. Happy memories.”

And Alice Brown wrote: “They sparked my love for travel when I was 21 and planning my first-ever trip.”

Are more travel casualties expected?

Sadly, yes. Travel restrictions are stifling business. In the UK, the rules on different European destinations keep changing. Due to the uncertainty this creates among prospective travellers, sales are not picking up as anticipated.

On Thursday Qantas said it did not expect to start flying intercontinental routes until the second half of 2021 – signalling the continued closure of a key market, Australia, to UK travel firms.

STA’s holding company said there was no prospect of any improvement this year.

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STA Travel, which ceased operations in September, owes customers and former staff $1m

SINGAPORE - Tour agency STA Travel, which is being wound up after it stopped operations last month, owes its creditors - mainly customers and former employees - nearly $1.43 million, according to a financial statement that was prepared by the firm's directors and seen by The Straits Times.

The statement of the company's assets and liabilities - as of Sept 10 - was shown to the creditors at their meeting with provisional liquidator Deloitte and Touche on Friday (Oct 2).

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Sta travel falls into administration.

The travel company specialised in student travel, trips for young people, gap years and volunteer projects.

STA Travel Ltd had more than 50 shops in the UK and 500 jobs are at risk. It also traded as Bridge the World Travel.

The firm’s parent company, based in Switzerland, said the pandemic had “brought the travel industry to a standstill”.

Rory Boland, Which? travel editor, said: “Most STA Travel UK customers have found it impossible to get refunds in recent months for cancelled package holidays, often for very significant sums of money. Anyone with a booking, still waiting for a refund, or those holding a refund credit note, will be able to get their money back through the CAA’s ATOL scheme. Flight-only tickets booked with STA should still be valid. Passengers should contact their airline to check.

“The travel industry has endured a disastrous year, and many other companies will be on the brink of collapse. The government must urgently step in to provide much-needed support if this industry is to survive the next few months.”

What should STA Travel customers do?

ABTA has specific advice set out on its website for STA Travel customers. What customers should do next will depend on what holiday and travel arrangements they have booked and how they paid for them.

The majority of holidays sold by STA Travel were flight-inclusive packages and these are protected by the CAA’s ATOL scheme.

STA Travel also sold some packages which did not include flights and were protected by ABTA as well as holidays as an agent for other tour operators.

If you booked a package holiday through STA Travel and the holiday is provided by another tour operator, you’ll need to contact the tour operator named on your paperwork or ATOL Certificate. Your tour operator should be able to confirm that your booking will proceed as normal.

Your ATOL Certificate will say ’Package Sale’ in the bottom right hand corner, where an ATOL protected package has been booked through STA Travel with another tour operator.

If your booking included flights and was not with another tour operator, you will need to contact the CAA as your booking is protected by the CAA’s ATOL scheme. Your ATOL Certificate will say ’Package Sale’ in the bottom right hand corner.

If you booked a flight only with STA Travel with a scheduled airline, you will need to contact the airline about your booking. The airline is responsible for your booking and this should proceed as normal. Customers due a refund due to Covid-19 will need to make a claim with the airline concerned.

If you booked a non-flight package through a travel agent and not directly with STA Travel you should speak to your travel agent for advice.

If you booked a non-flight package holiday (for example, a cruise without flights) through STA Travel, it is protected by ABTA or by your credit or debit card issuer.

If you paid STA Travel directly using a debit or credit card you will need to submit your claim for a refund to your card issuer.

Customers that paid STA Travel by any other method or booked through a travel agent will need to submit a claim via ABTA . You will need to have all of your booking information and documents to hand when submitting your claim.

STA also operated as separate companies in a number of countries worldwide. Customers that booked with STA Travel businesses outside the UK will need to establish what protection may be available in the relevant jurisdiction.

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STA Travel goes into administration with travellers still trying to get refunds

Thousands of travellers who booked holidays before the coronavirus pandemic are now in limbo after student travel agency STA went into administration.

Key points:

• All 27 STA outlets are "closed for the foreseeable future"
• Customers are being advised to contact airlines, hotel companies and banks about refunds
• The business employs 180 full-time employees

Deloitte joint voluntary administrator Jason Tracy said they were undertaking an "urgent assessment" of the company's financial position and exploring whether a global restructure or business sale could be achieved.

"COVID-19 has brought the travel industry in Australia close to a standstill," Mr Tracy said.

All 27 STA Travel stores across Australia will be closed for the foreseeable future.

The company currently employs 180 full-time staff across the country.

"We appreciate this will be a stressful time for all involved, and in particular customers and employees," Mr Tracy said.

"We will be communicating with them as soon as possible as we assess and understand the situation, and options going forward."

Customers affected by the announcement are advised to contact their airlines and hotels regarding the status of their bookings, as well as their banks and credit card companies, but some are struggling to get their money back.

Brisbane-based Trinity Rafferty had booked a four-week holiday to Europe with her husband in September 2019, before the COVID-19 pandemic began.

Ms Rafferty said she was "absolutely gutted".

"We're not made of money. We did everything, we saved like mad," she said.

"We paid cash for everything. We didn't put anything on credit because we had the money there. Biggest mistake we could have ever made."

Ms Rafferty said she had been trying to get a refund of more than $10,000 after Australian Government travel restrictions were introduced in March, but was only offered a credit.

She said she was only offered a "blue voucher" valid for 12 months after her original holiday plans, despite paying full price for a refundable ticket.

"How dare this company say, we signed up with terms and conditions saying that if anything happened, if we cancelled within a certain amount of time, that we would actually get a full refund," Mrs Rafferty said.

"But now they've done this and now they're saying that, 'no, we're not going to give you a refund', and they're holding our money ransom."

'It's a lot of money just to say bye to'

Vanessa Churches has a similar story. She had booked a holiday to the US with her husband and in-laws.

Ms Churches said she was trying to recoup $22,000 from STA Travel and was also offered store credit.

"It's a lot of money just to say bye to," Mrs Churches said.

She said her in-laws were depending on the refunded money to fund their retirement and that she had postponed IVF plans because of the uncertainty.

Ms Churches said she had lost contact with her store representative in the past 24 hours.

"I think [we were] all a bit stressed out yesterday when we heard about it and not being able to contact anyone," she said.

The ABC has reached out to STA Travel for comment.

Mr Tracy said the announcement was a result of reduced demand for travel because of COVID-19 travel restrictions.

"The collapse of STA Travel in Australia and New Zealand is certainly related to trading conditions caused by the pandemic, and has been preceded by its Swiss holding company recently filing for insolvency," Mr Tracey said.

The travel industry has been hit hard by COVID-19, with Virgin Australia entering administration earlier this year and Qantas this week announcing a $2 billion loss .

With international borders closed, Tourism Minister Simon Birmingham urged Australians to go on domestic holidays to try to pump some money back into the ailing industry, but Qantas chief executive Alan Joyce criticised border closures between states that are making that difficult.

"We don't have clear guidelines for when the borders will open, when they will close," he said.

"So we have this situation where there are large numbers of states and territories that have zero cases and they're not even open to each other."

"It feels like there are no reality-based decisions, it's just maybe the politics, and we think that will cost jobs and [cause] businesses, particularly a lot of the small businesses in Queensland, to go out of business," he added.

"We need to get people back in jobs, otherwise we're going to have a cliff that's going to be bigger than the financial impact that COVID-19 has already caused."

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Holiday agency sta travel ceases trading ‘with immediate effect’ after coronavirus hits bookings, youth-focused travel firm sta travel has ceased trading, costing hundreds of jobs in the uk.

Student-focused travel agency STA Travel has ceased trading with immediate effect after the business took a hammering during the coronavirus crisis.

The travel agency, which specialises in gap year and adventure packages heavily marketed towards young people and students, said on Friday it would suspend operations with “immediate effect.”

A statement says: “The global impact of the coronavirus pandemic has brought the travel industry to a standstill.

“Over recent months, we have taken decisive measures to secure the business beyond Covid-19.

“However, sales have not picked up as anticipated due to consumer uncertainties, further restrictions and renewed lockdown measures, which are expected to largely continue into 2021.”

“This week, it was announced that STA Travel’s Swiss parent company, STA Travel Holdings AG, had filed for insolvency. Today, as a result of that decision, and upon reviewing the UK business, we have been left with no choice but to cease trading with immediate effect.”

‘Further communication in coming days’

It adds: “Over the coming days, we will be working through the process and how it might impact our operations.”

A message on the STA Travel website tells consumers: “Please be assured that if you had a previous booking with us, or hold a live booking, you will receive further communication in the coming days.

“We are sorry for the inconvenience and the limited information available to you at this time.”

STA’s 52 UK shops are expected to close as a result, costing hundreds of jobs.

Flights ‘should proceed as normal’

Holidays sold by STA Travel are financially protected by the ATOL scheme , meaning holidaymakers will be entitled to claim compensation for any cancellations.

The Association of British Travel Agents said: “The news that STA Travel Limited, which was a long-standing ABTA member, has ceased trading will send a shockwave through the industry, bringing to life the very real pressures that travel is under at the moment.

“STA Travel will be a name that is familiar to most people who will have used them to travel or been aware of their name on the high street, and this distressing news will sadly affect the livelihoods of hundreds of employees.

“People will have used STA Travel to book package holidays as well as individual air tickets.

“The majority of holidays sold were flight inclusive packages, which are protected by ATOL and scheduled airline tickets only which should proceed as normal. Non-flight based packages will be protected by ABTA.

“If customers booked a package holiday through STA Travel, and the holiday is provided by another tour operator, they will need to contact the tour operator who should be able to confirm that their booking will go ahead as normal.”

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