Money customers ‘still waiting’ for package holiday refunds

A spokesperson would only say: “We confirm our full commitment and dedication during the last months in order to refund and support all our customers and meet the deadlines agreed with the Competition and Markets Authority.

“We will discuss our obligations on 10 February directly with the Competition and Markets Authority as agreed. Customer satisfaction is our number one priority and we keep listening and learning even from the feedback generated by a very small number of readers involved in the Which? survey.”

You’re entitled to a full refund within 14 days if your package holiday is cancelled

If your package holiday is cancelled, you’re entitled to a full refund under the Package Travel Regulations.

This applies if a package holiday contract is cancelled either by the provider itself, or by the holidaymaker if the performance of the package or the customer’s journey to the package’s destination would be significantly affected by circumstances, such as coronavirus.

You have the right to a full cash refund “without undue delay” within 14 days of the contract being cancelled – though many firms have struggled to meet this deadline during the pandemic, and we’ve encouraged consumers to show forbearance where they can. told the CMA last year that if it cancelled further package holidays on or after Thursday 3 December 2020, it would pay out refunds within 14 days.

Holidays abroad are currently banned across the UK due to regional lockdown rules. See our Coronavirus Travel guide for more info on your rights. 

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