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FlorenceTown tours refusing to refund stating permission from Italian govt...anyone else?

Just curious if anyone else is having a hard time receiving a refund from any of their tour companies because they are stating the Italian government is allowing them to just issue credit vouchers instead, in order to keep the travel industry from collapsing. While I get the intent of the "order", this tour was fully refundable up until 48 hours prior to tour (originally scheduled for April 16th and we cancelled in March). I disputed with my credit card and was denied. Credit card company (Costco Citibank Visa) has re-charged my credit card and said I can respond so wondering if anyone else has run into this and if there's any advice in my response to Citi in hopes to receive the actual credit to my card. Thanks.

Posted by
2207 posts

Yes, Florencetown is in compliance with a decree issued by the Italian government granting travel industry operators to proceed with issuing future travel credits in place of refunds.

Loosely stated: Refunds are to be made through “the issuing of a voucher of the same amount as the trip, experience, any tickets or entrance already purchased to be used within one year of issuing”. This decision has been taken to protect and safeguard the travel industry market, as well as preserve the financial stability of Italian small and medium businesses.

Some businesses are extending the credit to beyond one year from the date of the booking; a few companies are still paying out refunds. Other companies are falling in line with the compliance of this new decree - which is the current minimum standard. I believe Spain, France and Greece have implemented similar decrees. Unfortunately, travel protection has provided very limited support for travelers whose plans were impacted by the pandemic.

Posted by
32519 posts

Unfortunately for you the law of the land supersedes the terms and conditions of your tour.

That means that you will receive a voucher instead of a cash refund and if you haven’t used it at the end of the year and the company are still in business you could then get a cash refund.

So FlorenceTown is not breaking any law, in fact they are complying with the new law. The credit card company will not give you your money back because you’ve not been denied a refund, You may just get it a bit later than you had hoped.

Florence town is not unique in this respect, much as Ron has said just above they are in the majority of tour companies in Italy at the moment.

Sorry to been be the bearer of bad news, but that is the way it is.

Posted by
13 posts

Nigel,
I did not realize we could potentially get a credit refund after a year. I'm okay with that. Truthfully, I hope we can book this exact vacation next spring break and do everything the same, but who know when travel to Italy will be okay. Bummer all around. Thanks for the insight.

Posted by
270 posts

Are refund vouchers transferable? If so, maybe there is a need for a "marketplace" to trade/sell/buy vouchers?

Posted by
495 posts

Unfortunately for you the law of the land supersedes the terms and conditions of your tour.

This in fact could be discussed. The Decree says that the issuer must refund a ticket (in cash or with a 12-months voucher), but if the purchasing conditions state that you are eligible for a full cash refund you should obtain that kind of refund.
The intention of the decree is protect the tourists cannot enjoy his holiday/experience due to the travel ban, not to change any travel policies. In fact a flight refund can be asked within 30 days after the flight day; even other kind of booking can be refund later. And almost weekly there are new decrees and laws about this emergency, so a rule could be changed again.
Of course is a very difficult situation and maybe you need a lawyer to be completely refunded and I don't believe worth the cost.
Remember: 12 months of validity, so you can do your trip next Christmas or Spring break.

Are refund vouchers transferable?

It depends by the seller. Any tour operator, ticket office, museum has its own voucher. In general I believe that if the voucher is without a reference you can sell it to anybody else.