If you are not able to amend your holiday to another date, your travel provider might offer you a Refund Credit Note (RCN) instead of an immediate cash refund.Ī credit note can be used to rearrange a holiday at a later date, and, providing your original booking was ABTA or ATOL protected, you'll also be protected if the company later collapses. "Airlines and hotels must also return customer money for cancelled holidays to agents and package providers to facilitate this process." Should I accept a credit note instead? "We would encourage holidaymakers to consider the option of rebooking or accepting a voucher, but package holiday providers must inform customers of their right to a refund and process one when it is the preferred option. "While the travel industry is under huge strain, it is not acceptable for operators to disregard the law and refuse to issue refunds for holidays costing thousands of pounds to customers who may desperately need the money themselves due to financial pressures caused by coronavirus," Rory Boland, at consumer group Which? explains. You can accept or refuse vouchers or a rebooking, but a voucher will probably be invalid if the airline or company later goes bust. If your flight is cancelled, you are entitled to a full refund to the original form of payment within 14 days. Love Holidays,, Virgin Holidays, TUI UK, Sykes Cottages and Vacation Rentals have all since been issued deadlines for refunds, with Love Holidays given until March 2021 to refund 44,000 customers a collective £18million. As a result, refunding the customer would leave them out of pocket - and at risk of going bust. Many third party firms say they no longer have the funds as it has been passed down the chain. Since March, the CMA has written to more than 100 package holiday firms who have flouted consumer rights laws on refunds. Similarly, if you booked a flight (which was departing or arriving in an EU country or the UK or on an EU or UK airline) through a holiday company and the flight was cancelled, you must be refunded. "Despite the adverse conditions that the travel industry faces and the lack of industry-specific support provided by the government, the business continues to work hard to process refunds as quickly as possible and will work closely with the CMA in order to reach a satisfactory outcome for all our customers as quickly as possible," a statement said.Ĭonsumer rights laws state that if a package holiday is cancelled by a company, it has to issue a full refund within 14 days. However, despite missing the 14-day policy by almost a year in some cases, it was unable to provide a refunds deadline. The firm said it was working "as quickly as possible" to process refunds. Teletext Holidays is the trading name of Truly Travel, a subsidiary of Truly Holdings. "We understand that the pandemic is presenting challenges for travel businesses, but it is important that the interests of consumers are properly protected and that businesses comply with the law," Coscelli added. "We will take further action if necessary," he added. "We'll be engaging with Teletext to establish whether the law has been broken," said CMA head Andrea Coscelli. She's now applying for a refund from her bank, Santander.Ī number of other customers have threatened court action, claiming they were promised refunds for package holidays by a certain date, only to have the date pushed back - in some instances, by almost a year. Kathleen, 60, even sent a 14 day court proceedings letter, that was never signed for on arrival. "After 90 days, I sent countless emails and Facebook messages, numerous phone calls, and on the few occasions that I got replies, they were just generic, and said you will be paid as soon as possible." "I was told over the phone that we would be refunded 90 days from the travel date," Kathleen told Mirror Money. Her package holiday to Crete, booked with seven friends, was cancelled on September 4, just under a fortnight before they were due to travel. How to get a cash refund if you've been handed a 'credit note' on your holiday
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