CURRENCY PROBLEM: ‘Alpharoom and Teletext holidays still owe me £460 – what’s going on?’

I was going to Portugal in September 2020 and booked a hotel with Alpharoom – but then it got canceled due to coronavirus restrictions. Now, the company has collapsed

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‘I still have £460 on my Alpharoom and Teletext holidays – what’s going on? “

Ritchie Harold [pictured] there are still hundreds of pounds in your pocket



Ritchie Harold

I was going to Portugal in September 2020 and booked a hotel with Alpharoom – but then it got canceled due to coronavirus restrictions.

The company said they would only give me back a credit to use for a year which I tried to fight for but I really got nowhere, so I accepted it.

I used the credit to book another hotel for my visit to Malta in November 2021. I paid Alpharoom another £212 on top of the £198 I spent. A week later, they told me the reservation was cancelled.

I had to spend £400 on an alternative hotel stay but thought I would get my money back from previous Alpharoom cancellations.

After dozens of phone calls and emails they then let me know my £186 refund would be paid into Elizabeth Smith’s account. I don’t know anyone named Elizabeth.

After that, Truly Travel Holdings’ customer service advisor laughed at me – even after I explained how stressful the situation was. From reading the comments on the Facebook Group, it seems that the staff working for TTA really don’t care.

I have pocketed £460 but there are several people in the group who are owed £6,000.

I have filed two claims with my bank for a chargeback they dispute.

What should I do?

Ritchie Harold

Mirror Money’s response

Truly Travel Holdings (TTH), the parent company behind Teletext Holidays and Alpharoom, liquidated last Christmasaffecting tens of thousands of customer bookings.

It comes shortly after the Competition and Markets Authority threatened legal action against the company for its failure to – and in some cases refusal – cash refunds to those who were cancelled. leave vacations for violations – even though this is their legal right.

Figures seen on 19 October show the company still owes customers £1.2 million in refunds.

Until then, the company said all bookings would be financially protected under the Travel Trusts Association (TTA) license – however this was later revoked.

Finally, the company collapsed in December and liquidators were hired.

TTNG CEO Gary Lewis said Truly Travel, “like many other travel businesses”, has been “severely impacted” by the pandemic.

Truly Travel’s sister company, Alpha Holidays, traded as and acquired by the group in 2013, has also terminated its TTA membership.

No stay-only bookings made as of October 25th – including yours, Ritchie.

When a company goes into liquidation, anyone who is owed is on a long list of ‘creditors’.

These are basically everyone to whom the company owes money. TTH has confirmed to me that refunds will be processed in order of date. Unfortunately, some people, such as banks, will get paid up front, so you may get nothing.

The law provides that when a company is incorporated, it has 12 months to review any customer complaints.

If you are owed money by Alpharoom, the first thing you must do is Submit a refund request online. If you live in Ireland, you must pay separate form and the deadline for this is April 30, 2022.

You have done this many times, but the company still has not paid.

The next step is to go to your bank. If you pay with a debit card, you can make the request through your bank – again, you’ve done it.

The reimbursement plan effectively reverse the transaction, putting the money back into your account.

Chargebacks aren’t included in the law but most banks are part of it – the only problem is that you only have 120 days to file this claim, so time is running out if you, like Ritchie, has been in debt since Alpharoom collapsed last year.

For credit card transactions over £100 you are also entitled to Section 75 of the Consumer Credit Act. Under this scheme, your card issuer is jointly responsible for any losses, so for those who have paid with a credit card, you should make a claim as soon as possible.

A TTH spokesperson told me the customer was being contacted on the day the order departed.

In your case, Ritchie, if the company continues to object to your chargeback claims and your bank has given up, you can actually take your bank to the Financial Ombudsman for failing to Manage your money.

First of all, you must file a complaint. If you do not receive a response within eight weeks or the response is not satisfactory to you, you can take it to the Ombudsman.

As your bank, they should ask why this business refuses to give you a refund when they don’t provide the service.

A TTH spokesperson told me: “Since the liquidation of Truly Travel and Alpha Holidays on the 1st st In December 2021, our team received thousands of unsuccessful requests for both companies.

“The volume and complexity since many of these bookings are passed through the Refund Credit Notes process – sometimes up to 3x – has increased the resources and time it takes to validate, remove duplicates, etc. iterate and identify potential fraud claims.

“Our team is currently working through all submissions and we are contacting the client weekly, to update them on the progress the team has made.”


Money Troubles aims to be informative and engaging. Although it may include tips and information, it is not advice and should not be used as the basis for any financial decision.

All information in this post is correct as of the date of publication.

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