School holiday time is upon us again. For many people this will mean taking a flight abroad to a favourite destination. But it is now more likely than ever that you will encounter problems with your flight. The International Air Transport Association (IATA) has recently revealed that delays so far this year have already more than doubled, compared to 2017. European Air Traffic Control Delays Loom over Summer Air Travel.
IATA says “Data from Eurocontrol shows that in the first half of 2018, Air Traffic Management (ATM) delays more than doubled to 47,000 minutes per day, 133% more than in the same period last year. Most of these delays are caused by staffing and capacity shortages as well as other causes such as weather delays and disruptive events. The average delay for flights delayed by air traffic control limitations reached 20 minutes in July, but the longest delay reached 337 minutes (5 hours 37 minutes).”
Companies do not do enough to inform people of their rights and most people do not get the compensation they are owed. So, here are some tips on what to do if your flight is postponed, cancelled or you are denied boarding.
1) Compensation for delays is only due on flights in the EU or when using an EU airline arriving two hours (for cancelled and denied boarding flights up to 1,500km, 3 hours for over this length) or more late. How much you are entitled to depends on how long the delay and how long the flight. It changes again if the flight is cancelled before/after seven days before you are due to depart. It does not reflect the price of the flight and is a fixed amount of compensation.
2) If your flight is cancelled or delayed for several hours – the airline must look after passengers. It must provide food, drinks, and some communications. If you are delayed overnight, this also means providing you with a hotel and the travel to and from it. (All these must still be provided even if the delay was out of the airline’s control).
3) If your flight is cancelled – the airline must offer an alternative flight or a full refund. You may also be entitled to compensation if the flight was cancelled less than 14 days before the scheduled departure.
4) Denied boarding or “bumped” from a flight – the airline must offer an alternative flight or a refund. Passengers are entitled to compensation. (Between €125 and €600 depending on length of flight).
5) If your flight is delayed by more than 5 hours and you no longer want to travel you, and your fellow passengers, are entitled to a full refund.
6) If you miss your connecting flight and so arrived at the final destination more than 3 hours late, you are entitled to compensation of between €250 and €600. However, this is only the case if you book both flights together but they can be with different airlines.
7) Airlines may advise you to make alternative travel arrangements, then claim back the cost later. If you do this, try to keep costs down as much as you can, keep receipts and write down the name of the person giving this advice. Book with the same airline if at all possible.
8) Airlines may try and fight your claim! Be ready with quoting your legal rights. You are due to compensation under Regulation (EC) 261/2004. In March 2018 the Supreme Court ruled that airlines must pay compensation when passengers miss a connecting flight and arrive more than 3 hours late, even for destinations outside of the EU.
9) The airlines do not have to respond to complaints within an official time limit, so set them a date by which you expect to receive a response. At the very least they should send you “holding letter” of investigation upon receipt of your complaint.
10) If you are not satisfied with the response you can take the issue to an Alternative Dispute Resolution provider, such as CEDR for BA flights, or make a claim through the online small claims system.
You have up to 6 years to request compensation, so look at cases where you have been refused compensation in the past. It is such a small minority of people who claim this compensation, airlines should do more to ensure passengers are given what’s due instead of blatantly ripping them off!
What? Well! Supermarkets, department stores, superstores and the like all have a Christmas in July. What is it? Well, it’s quite ridiculous but magazines like Good Housekeeping etc. are writing their Christmas articles now so need to know what’s the best of stuff out there. So the stores hold events showing off their Christmas wares. Loads of bloggers go too. Probably works the same with fashion. Anyway, although I am a blogger I don’t do sponsored posts, reviews etc. Much as I’d love to get lots of free stuff to review and fings, it wouldn’t be in the spirit of of what The Complaining Cow does.
Because of this I tend not to go to these kind of events. More missing out! But, yeah it was Tesco so had to be done didn’t it? Got to find something to complain about. (See The Complaining Cow’s history with Tesco for lots of stories of complaints, taking them to court, meeting and then interviewing the CEOs and stuff.)
I asked for an invite! They said yes! Told the Media team I would try and find something to complain about! Head of Corporate PR said it was Christmas so don’t try too hard! Like I need to try?
So, whilst all the other bloggers and journalists gather their best bits from all the events I bring you a piece just on Tesco warts and all!
When I arrived they had dedicated the Head of Media Relations, Shoshana and the Chief Customer Officer Alessandra (I interviewed last year) to show me round the event! I wonder if this was because they were more worried about what I might say more than anyone else and thought pre-warned is pre-armed. Well wanna see what I found? Read on, there’s some nice pictures after all.
A door, yep a welcoming Xmas door to the festivities. I should probably say though that I went to the end/exit to meet Shoshana, because that’s my sense of direction and idiocy. She sensibly came and got me and took me to the front! Anywhere where was I, other than lost? Oh yes the front door. Glass of prosecco on the way? Don’t mind if I do.
Right, chocolate. See that gap? Obviously happy to oblige when asked to “Try one”! Very yummy, hand decorated but frankly who cares?! Belgian choc biscuits £4 bit steep would they have been cheaper if not hand painted? 12. Making them 33.3p each. Yes that glass is mine.
Here comes a complaint. Not allowed to try the chocolate penguin 🙁 Not allowed to try the double chocolate marshmallows 🙁 Not allowed to try those little cakes 🙁 (all on the row behind the table).
Cotswolds is the theme this year. So you can expect to see scenes from the Cotswolds. You’ll see that through the decorations, paper, cards and china. Interestingly they have designed products so that if you break a bauble, for example, or just want to add to your collection next year, they are keeping designs similar so you don’t have to buy all new sets. Not that I would do that anyway! Far too tight to buy different decorations for the tree every year! Not sure whether I like the designs or not. On balance I think I like them. Will I be buying anything from the range? Possibly but I prefer funny cards. They are still doing very similar if not the same Christmas paper as last year. (And cheap plus my book looks good wrapped up in it! 🙂 )Probably buy that because obviously I liked it. That and I’ll have last year’s gift tags to go with it. Have to say the glasses and other tableware were tasteful though.
Tesco has its own inhouse design team who knew? Well probably quite a few people but the majority don’t and that includes the people at the event. They design all sorts of stuff throughout the year, but here they were showing off all the design stages of their pictures etc.
Ha! Best table in the room Alcohol!
I tried a low alcohol sparkling wine! (0.5%) Last time I tried a non alcoholic wine was when I was pregnant, took one sip and threw the rest of the glass and bottle away! But this wasn’t bad, bit sweet but low/no alcohol needs sugar as a preservative.
Of course I liked the most expensive prosecco on offer. Finished the glass I had and took a glass of that round the rest of the tour! Apparently Tesco is the biggest provider of Prosecco – well wouldn’t it be being the biggest supermarket on the planet? That said, I have a feeling my neighbours and I contribute to the sales rather too much…. Anyway, can’t say it was worth twice the price of their range of prosecco at the other end of the price spectrum but then I probably have a very immature palate?!
£3.50 for that salmon bagel! Well it looked nice but seriously £3.50? Apparently I wasn’t the only one to comment on the price. Apparently it is because the salmon is gin-and-juniper cured and another piece is oak smoked. Buy a bottle and some salmon and do it yourself? Oh and don’t forget the “candy striped beetroot” ‘cos obviously that is worth paying for right? Where’s the rolling eyes emoticon gone?
Mind you, next to this were some very good sausage rolls.
OMG! They were vegan. Blimey! Maybe it wasn’t those I tried. Surely? Perhaps I’m muddling them up with some little pork pies, they were good! Can’t remember the detail though sorry!
I called the below the Tummy Rumbler table. Also known as Quite The Teaser. Very good looking prawns, pork burger things (they were good, buying them) and other stuff which you can’t see very well because my picture is rubbish. Did make me want to have some people round though! It all cooks at the same time same temperature. More time to spend with guests drinking prosecco! They did do that last year so it aint new! Okay, looking in the Tesco marketing whatsit the pork burger things are called “Tesco Finest Hog Roast Crackling Sliders” Oh, they have apple and cider chutney in them. Don’t like cider and apple chutney. What happened there then? That’ll teach me to keep telling my son to try new foods when I don’t.
You know pigs in blankets? Tesco has introduced pigs in duvets (on the left in the picture below) I kid ye not. Looked nice though, but again couldn’t taste 🙁
Right, now. This Italian meats table was all very good lots of new stuff. Tesco staff have been on jollies to Italy and experimenting with stuff! I have to tell you the proscuttio soaked in prosecco was really very good! Very moist. Looked it up to buy but it’s not available yet 🙁
Toys, variety of new products, including pooing unicorns. Amused me anyway.
Christmas treats for your pets anyone? Advent calendars? They sold hundreds of thousands of these Christmas pet items last year! I suppose if you buy treats then getting an Xmas bone isn’t very different but please tell me why, if you actually buy an advent calendar for your dog?!There were Christmas jumpers, The usual stuff. Cute winter coat for a little girl though. £16 navy blue based on the Royals (roll of eyes emoticon) but cute and good value, well certainly less than the one bought for Charlotte Windsor. Don’t suppose that came from Tesco.
Then came the last room. This is where the tummy rumbles became seriously audible. Have to say the stuff around looked fantastic and I wasn’t the only one that wanted to tuck in!
If you are veggie then er have some cauliflower in pastry. £6 I’m not sure I have a comment.
Puddings. Phone ran out of charge! What a time to go! So here are some pics from the promotional whatsit that was in the goody bag:
Just, just, look they looked fabulous in real life ok?! And yeah I have got a complaint. To put all that out and only have a few profiteroles out for tasting was cruel. Cruel I tell you. And there isn’t a picture of the Xmas tree cone chocolate hoojamaflips. Now, they are superb.
But last year I went to a Tesco thing to catch early viewing of the adverts and they had the chocolate cone tree hoojamaflips out for tasting. I don’t like Xmas pud and decided I wanted them for my pud come 25th December. I went to order and they didn’t have any. The lovely manager at Lea Valley even tried to find me some. I was assured that this year there will be enough. Someone is in big fat serious trouble if I don’t get them this year.
Good selection of cheeses, didn’t take a photo wasn’t impressed by them putting them all on a grand piano frankly. Not what a piano is for.
On approaching the big table I saw Dave Lewis (Tesco CEO). I don’t know if he saw me but he disappeared very quickly. He wasn’t going to get away with it so I emailed him! In fact I told him that I was told Tesco is the biggest prosecco supplier and that was down to my two neighbours and me and that he was welcome! Even though I still hadn’t received an invite to test prosecco and chocolate truffles! He has tried to assure me that he didn’t run (one assumes he walked quickly!) and that we could have had some impromptu prosecco tasting! Well now he owes me!
Home time. Got a nice goody bag, flipping heavy to carry though. Can’t show you a photo ‘cos I accidentally ate some of the contents on the tube home and drank the half bottle of wine when I got home. But here’s someone else’s pic!
As the school holiday season approaches many of us turn our thoughts to warmer climes and getting away from it all. But with a long heatwave predicted for the UK how about holidaying here, supporting the UK economy and catch some good deals along the way. Some money bloggers reveal the best ways to save money for essentials or the treats!Use the Tourist Information UK website for ideas of where to go.
Emma Bradley from Mums Savvy Savings advises that as well as picking up the ‘phone to negotiate the best prices, we should book breaks away using cashback sites. For example, Topcashback* is currently giving up to 5% in cashback for Haven holidays and up to 6% for Park Holidays and up to 12% for hotel chains and booking sites. Andrew Young from Capital Matters goes further, advising that you shouldn’t just check comparison and cashback sites, but check your credit cards too. Amex, for example, offer quite generous cashback amounts on certain travel purchasing. And you can use this on top of normal comparison/cashback discounts if you just use the card and meet the requirements.
Other credit cards give cashback for any purchases too. Reward points for supermarket shopping and credit cards can be used to make huge savings on holiday flights, ferries and hotels.
Friends and Family
Family Budgeting blogger Becky Goddard-Hill believes you get the best of everything if you involve your friends around the country! Visiting and reciprocating will not just give you a meal and a room for the night but you get to catch up with old pals, introduce their kids to yours and find the best top tips for fun in the local area. Jane Wallace from Skinted Minted Mum chips in that you can share the babysitting and not have to pay for the service! She adds “Relatives are good for this too. If children have friends on site it makes rainy days less boring and less expensive finding something to do.”
If you normally buy each other Christmas presents then use the visits to include meals out, tickets etc. which can be part of the holiday but can also be your Christmas present giving sorted!
Lady Janey Jane Hanson provides some crafty ways for saving even after paying for a hotel. “Take your own champagne/alcohol miniatures/chocolates/cakes and balloons for any special occasions. These types of things are so expensive when the hotel provides them. The same with breakfasts. If you have to pay extra for breakfast, try to take your own juices, pasties, cereal pots or bars and fruit, especially if just staying overnight.”
Michelle Bailey from Time and Pence adds “Take an electric coolbox to keep in your room. Perfect to keep snacks and drinks fresh and cool and will save you a fortune!”
Jennifer Dixon from My Mummy Pennies suggests you “Check out the local council website for the area in which you’ll be staying. They will usually list free events and activities that you can attend with the children rather than paying out for theme parks and attractions.”
Ask around and search the Internet for forums, reviews and recommendations for lesser known and cheaper alternatives to popular destinations such as Center Parcs.
Kaya La Roche from the artfully named Earning by the Sea lives in Margate and often takes the family on a camping holiday in Whitstable which is less than 20 miles away! “Why spend your time travelling when you can spend that time enjoying the change of scenery?”, she questions, continuing “Other people holiday in Whitstable why shouldn’t we?! We get a swimming pool, clubhouse, beautiful beaches and the full holiday experience with none of the travel costs, or long travel times in the car with kids!”
The Money Whisperer Emma Maslin loads up the car with items to save money on holidays. She has a plug-in coolbox for picnics, takes disposable BBQs and loads the bikes on the bike rack, so there are no hire costs when they get there. She takes an inflatable dinghy, boogie boards and sandcastle-making equipment (!) so she doesn’t have the children pleading to buy things at the expensive beachfront shops.
Don’t forget to fill up the car with fuel near your home because service stations on motorways or in the countryside can be hugely more expensive! You can use the site Petrol Prices to plan where to fill up on long journeys.
Charlotte Jessop from Looking After Your Pennies and her family are big fans of camping. They choose camp sites that have access to lakes and rivers so they can swim, row and cycle with beautiful scenery. They go to sites where they are allowed to make fires, have barbecues and cook all their own food. “It all helps to keep the kids entertained AND the cost low”, she enthuses.
Hayley Muncey from Miss Many Pennies finds booking a lodge/holiday cottage/mobile home ideal. “It gives you more room for the kids to play, saves on eating out and you can also buy boxes of ice-creams to pop in the freezer. That way the kids still get the treat but for a fraction of the cost of buying individual ones!”
Your Money Sorted blogger Eileen Adamson agrees. “We have had some amazing, fun holidays staying in static caravans all over the country. Choose a gorgeous area and you have a fantastic base for exploring, and you can use as much or as little of the site’s facilities as you choose.”
Catherine Morgan from The Money Panel got a weekend away last year in Norfolk by house swapping with another family. Catherine filled up their fridge and the house swappers filled up theirs in return.
Tim Mitchell who writes the Money Engineer, has house sat twice for his parents while they went on holiday. There were several National Trust owned places near them so they became NT members in those two years and so had lots of discounted days out.
Well, it wouldn’t be my blog if I didn’t write something up on your rights would it?!
“You have a contract with any trader to whom you have given money. So, if you hire a caravan, book a campsite or hotel they must be as described, of satisfactory quality and where a service is provided, must be carried out with reasonable skill and care. The Consumer Rights Act 2015 gives you this protection. If the trader is in breach you will be entitled to a full or partial refund, depending on what went wrong.”
What do we think of the Lush campaign? Does it help to highlight an important issue? Is it putting staff in danger? Does it undermine the police? Is it ill thought out? Does it make for good PR for Lush? Perhaps it’s all of these things?
The recent Lush campaign saw store windows decorated with posters and the #spycops hashtag and fake police tape with the words “Police have crossed the line” emblazoned on it. It was due to run until 17 June but the BBC has reported (Lush drops ‘anti-spy cops’ campaign) that the campaign was ended on 8 June 2018 by Lush “for the safety of our staff”.
… to investigate and report on undercover police operations conducted by English and Welsh police forces in England and Wales since 1968. The Inquiry will examine the contribution undercover policing has made to tackling crime, how it was and is supervised and regulated, and its effect on individuals involved – both police officers and others who came into contact with them.”
In brief, undercover police officers infiltrated peaceful campaign organisations and became involved in the lives of members of those organisations. Activists unwittingly found themselves in relationships with undercover police officers. Some even had children as a result of those relationships.
Legal actions are ongoing from those affected by the undercover police scandal.
Lush is highlighting the issues around the Inquiry and the stories of those activists whose lives were damaged by undercover police behaviour which was approved and funded by the police and by the Home Office.What Lush says
Faced with widespread criticism of branding all police officers as spies and liars, Lush released a statement. It starts “This is not an anti-state/anti-police campaign. We are aware that the police forces of the UK are doing an increasingly difficult and dangerous job whilst having their funding slashed. We fully support them in having proper police numbers, correctly funded to fight crime, violence and to be there to serve the public at our times of need.
This campaign is not about the real police work done by those front line officers who support the public every day – it is about a controversial branch of political undercover policing that ran for many years before being exposed.”
Undercover police officers have infiltrated the lives, homes, and beds of activists since 1968. Their roles were to infiltrate political groups and collect ‘intelligence’ about planned demonstrations and the individuals involved. 1/3 #SpyCopspic.twitter.com/llIfzNWGsv
An Undercover Policing Inquiry is taking place, but many campaigners have a complete lack of confidence in the public Inquiry’s approach. We’re standing with them to put pressure on the UK government to make the Inquiry more effective, and we’re asking you to join us. 2/3
The Guardian published an article with a long list of MPs, representatives from unions, justice campaigns etc.
As victims of spycops, we stand with Lush in campaign for full disclosure 74 victims of secret undercover police operations, lawyers gave a joint statement saying “The cosmetics retailer Lush has used its facilities to help us as victims press for full disclosure and reform so that this never happens again….. This is not an attack on police; it serves to help all those in the police service who wish to uphold the highest standards of policing. For this we thank Lush for its support. We condemn those who have misrepresented Lush and our campaign and especially those who have sought to intimidate Lush staff.
and it published another article on freedom of speech:
Called into Lush shop to buy present and express my solidarity. Along with many of the victims of #spycops I am grateful to Lush for supporting the campaign for truth and justice. It’s appalling its staff have been intimidated because Lush stood up for us. Let’s stand up for them pic.twitter.com/Hwhxfq8ade
Whilst this all shows support of Lush, not all victims are supportive. BBC News online reported on one of the victims who had a baby by one of the officers, headlined “Lush ‘using me to sell soap’”
The piece says: “Jacqui told BBC Radio 5 live that she felt her case was being “used to sell soap” and that the firm should have “had the courtesy to warn me” about the campaign.
She said: “I’d just like an apology from them.”
Jacqui said no-one from Lush had contacted her about the campaign and that she had received a barrage of calls since it was launched.”
What the police say
The Police Federation wrote an Open letter to the Advertising Standards Authority. In it the chairs of the Police Federation of England and Wales, Scottish Police Federation and the Federation for Northern Ireland said: “We have been contacted directly by hundreds of police officers from the four countries of the United Kingdom who, like us, find the campaign distasteful, offensive and consider it deliberately provokes an anti-police sentiment.”
They requested an apology from Lush.
But on the 2nd June 2018 the BBC reported (Dorset PCC supports Lush ‘spy cops’ campaign) that the Dorset Police and Crime Commissioner Martyn Underhill described the infiltration of animal rights activists as “disproportionate and distasteful”.
“In short, I do support Lush in exposing this issue,” he added.
What an ex undercover spycop says
Just to clarify 2: Before being selected for Undercover 'Police' deployments ALL former SDS #SpyCops including myself, were former Uniform 'Police' officers. So no matter how much it upsets some people @LushLtd did NOT make this FACT up for their hard hitting campaign poster. pic.twitter.com/4Obxzkx7mZ
In a statement an ASA spokesperson said “We can confirm we received over 30 complaints about the Lush police campaign. The material displayed in the Lush shop window is not within our remit as it’s not a sales promotion. The online and social media entries don’t fall within our definition of advertising as set out in the Advertising Codes that online material must be ‘directly connected’ to the sale of goods and services. Although this material on the website and Twitter page associates the Lush brand with the campaign, the opinions expressed are not directly connected to the sale of their products.”
We received over 30 complaints about the @LushLtd police campaign. After carefully assessing the complaints, we won't be taking further action as the matter is outside our remit.
It’s certainly advertising because it’s using a brand (Lush) to highlight an important and controversial issue. So whose remit is it to regulate this?
What lessons can be drawn from a marketing point of view from this debacle?
Be really offensive and keep your brand in the news for ages, with positive or negative consequences.
Don’t run a campaign which you have to explain. Lush had to explain that they weren’t talking about all police officers. Not everyone knows about the undercover police issue and the picture states “paid to lie” with no reference to the whole story.
Think of your staff facing the backlash of your decisions. Many Lush staff had to face members of the public who were angry at the company’s handling of the issue.
I’ve never felt so scared to work somewhere before. A guy approached me about the #spycops campaign quite rudely whilst I was waiting for a bus because he saw my Lush uniform. I’m clearly pregnant too. Absolutely shocked and appalled.
A PR disaster like this can cause serious damage to a brand if it is not properly handled. Perhaps Lush should now apologise to both sides of the debate and avoid getting involved in complex issues. It has returned to campaigning, perhaps being slightly less controversial, perhaps trying harder to explain the issue, but still without any apology?
The poster has a picture of a police officer with the slogan “paid to lie”. Does that indicate that they are calling all police liars? Despite what Lush says this is the message that has come across to anyone not fully aware of the inquiry.
For those who don’t understand the @LushLtd controversy – they’re insinuating all police officers are liars due to the actions of a few officers.
It’s like saying everyone who works at @LushLtd is a massive nob due to the actions of their marketing manager#FlushLush
““I think we put a stick in a hornets’ nest and all the hornets came out and we got stung,” says Mark Constantine, one of Lush’s seven founders. “If you’ve put the stick in the nest you can hardly complain.””
There was a feeling that Lush was criticising the police as a whole. Were there things they could have done differently? “We worked with the groups and the victims and that [campaign] is what they wanted. They chose the words, the sentiment,” says Mark. He might have modified the campaign, but he felt it wasn’t up to the company to tell the victims what they could and couldn’t say. “It was a successful campaign. If we had done something that was less striking perhaps this issue wouldn’t have been so highlighted to people.””
“I thought it was unfortunate that it looked as if we were anti-police,” says Mo, “which had never been the intention.”
Over to you
Whilst I do think we need to raise awareness of the issues of what has gone wrong with the policy on police undercover investigations, was the original Lush campaign the best way to do it? Is it much better now? Is Lush insinuating all police are liars? Does it matter how it was done as it has made so many more people aware of the issues? Did you change your view?
Wow, you know, my first thought was no,however, when I read the article I was gobsmacked I had absolutely no idea about this and so the publicity generated by lush is great. Very bold of them, well done Lush 👍🏻
The outage – what happened?
01 June 2018 – the country came to a standstill. Well almost. It did at shops, garages, restaurants, tolls…. Over 95% of debit cards are run on the Visa network. And on a Friday, roughly between 2.30pm and 10.30pm, whilst people were trying to get home, treat themselves to a meal out, use the cashpoint, buy travel tickets, get ready for the weekend… Visa stopped working. People couldn’t get money, couldn’t pay for anything and some later found that where they had tried several times to pay for something, then paid for cash, that money had left their account.
Visa said “The issue was the result of a hardware failure. We have no reason to believe this was associated with any unauthorised access or malicious event.”
The problems were in the back-end payment processing system. Normally the trader takes a customer’s card payment and then the Visa system liaises between the trader’s and customer’s banks to enable the payment to be taken. On Friday this all went down, intermittently. It even affected some Mastercard customers.
Our goal is to ensure all Visa cards work 24 hours a day, 365 days a year. Due to a systems failure, we fell well short of this today. We apologise to all our partners & especially to Visa cardholders. We’re currently operating at close to normal levels. https://t.co/JGlzs8anbI
What to do if affected?
A Visa spokesperson said: “The technical issue we experienced has been resolved. Our network is working normally. If you attempted a Visa transaction that did not complete as a result of this issue, you should not be charged.
A small number of cardholders may have pending transactions that could be limiting their spending ability. We are working with your banks to resolve this.”
Usually, when things go wrong with a payment you would contact the company with whom you have a contract. So, for example if you buy a jumper from a shop and it has taken two payments you would contact the shop.
However, Visa has stated that customers affected by the issues should contact their banks. There is still confusion around regarding what you should do. But in reality, given the current advice (which is not much) from Visa and banks you should contact your bank in the first instance.
Visa made a statement on Twitter on 02 June 2018. It has not tweeted since (as of 07 June 2018) except to respond to all queries with details for the customer services team.
We’re aware some cardholders may have pending transactions that could be limiting their spending ability. We are working with your banks to resolve this. You should not be charged for transactions that did not complete https://t.co/UNLaJHixV7
In order to claim you will need to show copies of the transactions and any other evidence to show it was failure and should not have gone through. You should have been given a “receipt” to show that the transaction was cancelled. In the case of online purchases, you won’t necessarily have this but you will have a copy of the actual purchase if it finally went through. Show the copy of the receipt from where you paid in cash too.
You should allow 7 days for pending transactions to leave from your account. So it may be worth you checking with your bank to speed up the cancellation of any pending ones.
You should also send copies of anything that proves you were left out of pocket too. So for example, phone calls regarding the issue, bank charges because you went overdrawn due to the bank taking too much money etc.
If you don’t get satisfaction form the bank’s customer service, or let’s face it they are going to be a bit busy and you want to get to the front of the queue you can contact the CEO. Contact details for banks can be found here on the ceoemail.com website. You won’t get a response from the CEO but it will be escalated to his or her team.
There has been much discussion, including calls for the CEO of Visa Europe to face questions from Parliament. Nicky Morgan the Treasury Committee chairman wrote to the Visa CEO asking a number of questions. Visa has until 15 June 2018 to respond. After this time if the responses are not satisfactory Morgan has said that the CEO, Charlotte Hogg may be requested to provide oral evidence.
Hogg has been asked:
To explain what is being done to prevent anything like this happening again.
To specify how many cards were affected once the issue was resolved.
If any customers had money leave from their accounts despite the transactions not being completed. (We now know that they have so the question should be how many).
If both customers and businesses will receive compensation due to the inconvenience. (It is worth noting that many businesses lost huge amounts of money in lost trade and they will more than likely seek to claim their losses. Whether Visa will publicly announce their plans to do this or wait for customers and businesses to request this to lessen the amount they pay out remains to be seen!)
Visa and humour
Whilst thousands of consumers and businesses struggled on Friday some people used the issue to show off some brilliant wit! I love these:
At petrol station when #VISA went down. Bloke b4 me had no cash so they asked him to return+pay tomorrow. Said he would. Asked him 4 his phone 4 insurance. He said no. Asked for his name. He said “dave”. Didn’t take his plate, surname or address. Pretty sure he’s not going back