Holidaymakers in dark over refunds during pandemic

The UK’s biggest travel firms and airlines are breaking the law by delaying refunds for trips cancelled due to the coronavirus pandemic, according to a consumer group.
Watch more of our videos on Shots! 
and live on Freeview channel 276
Visit Shots! now

An investigation by Which? found that some companies are refusing to provide refunds in a breach of their legal obligations, while others are providing vouchers or credit notes “which may prove to be worthless” if holiday firms collapse.

It cited industry estimates that up to £7 billion in payments made by UK customers are affected.

Hide Ad
Hide Ad

Which? said it found that none of the country’s 10 biggest holiday companies, including Tui and Jet2, are offering full refunds within the legal time frame, and some are refusing to provide refunds altogether.

Travel firms and airlines were investigatedTravel firms and airlines were investigated
Travel firms and airlines were investigated

Under EU law, travel companies must refund customers within 14 days if their package holiday is cancelled.

Which? also contacted the UK’s 10 largest airlines - including British Airways and easyJet - and claimed that none are refunding passengers according to the law.

Under the EU’s Denied Boarding Regulations, passengers are due a refund within seven days if a flight with an airline based in the UK or EU, or from an airport in the UK or EU, is cancelled.

Hide Ad
Hide Ad

Frustrated customers told Which? that carriers are making it almost impossible to contact them to find out if they will be refunded.

Richard Lartey, 27, has been waiting more than a month for his money to be returned for a cancelled British Airways flight.

He said: “The only option for a cash refund is to call up. Instead of holding customers in a queue, the telephone system would simply hang up after playing a short message.”

The airline has told Mr Lartey his money will be refunded, but he is yet to receive the cash.

Hide Ad
Hide Ad

Rory Boland, editor of magazine Which? Travel, said some travellers are thousands of pounds out of pocket and have “no idea if or when they’ll see their money again”.

He went on: “We do not want to see the industry suffer further as a result of this outbreak, but it cannot be on consumers to prop up airlines and travel firms, especially when so many will be in difficult financial situations of their own.”

Which? has launched a 10-point plan requiring urgent action from the Government, travel companies and insurers which it claims will help the industry and protect holidaymakers, wgich includes:

- Extending the 14-day refund period for package holidays to one month

Hide Ad
Hide Ad

- A temporary Government travel guarantee fund to support firms unable to fulfil their legal obligations

- All consumers eligible to receive a refund must be offered cash

A spokesman for Airlines UK, which represents UK carriers, said its members are facing “a far longer than usual volume of refund claims to get through”.

He added that the coronavirus lockdown means firms are “not able to bring in additional staff to deal with them”, adding: “We are thankful to passengers for their continued patience.”

Hide Ad
Hide Ad

Abta has warned that the deluge of claims caused by the travel industry grinding to a halt means firms will collapse if they are forced to pay out immediate cash refunds. It wants the

Government to allow companies to offer credit notes as a short-term alternative.

A message from the Editorial Director, Gillian Parkinson:

Thank you for reading this story on our website.

But I also have an urgent plea to make of you.

In order for us to continue to provide high quality local news on this free-to-read site and in print, please purchase a copy of our newspaper as well.

With the coronavirus lockdown having a major impact on our town centres and many of our valued advertisers - and consequently the advertising that we receive - we are more reliant than ever on you buying a copy when you pop out for your essential shop or subscribing for delivery.

Hide Ad
Hide Ad

Our journalists are highly trained by the National Council for the Training of Journalists (NCTJ) and our content is independently regulated by IPSO to some of the most rigorous standards anywhere in the world. Our content is universally trusted - as all independent research proves.

As Baroness Barran said in a House of Lords debate this week on the importance of journalists: "Not only are they a trusted source of facts, but they will have a role to play in rallying communities and getting the message across about how we can keep ourselves and our families safe, and protect our NHS. Undoubtedly, they have a critical role."

But being your eyes and ears comes at a price. So we need your support more than ever to buy our newspapers during this crisis. In return we will continue to forensically cover the local news - not only the impact of the virus but all the positive and uplifting news happening in these dark days.

We thank all our readers and advertisers for their understanding and support - and we wish YOU all the best in the coming weeks. Keep safe, and follow the Government advice. Thank you.

HOW TO SUBSCRIBE:

You can subscribe for delivery by contacting us at subscriptions@jpimedia.co.uk or calling us on 0330 4033004 for details of a participating newsagent near you.