Which? says “Strong guarantees” are needed so consumers are not at risk if firms fail. The consumer advice company says it has been “inundated” with messages and requests for help from travel firm customers as some airlines and package travel providers are “refusing to meet their legal obligations to issue refunds for cancelled flights and holidays”.
Which? said, while it supported the government exploring options to help the travel industry, it is demanding the crisis “not be used as an excuse to undermine consumer protections”.
Transport Secretary Grant Shapps is reportedly set to agree to a change in the Package Travel Regulations – allowing travel firms to issue credit notes instead of refunds – after the European Commission relaxed regulations last week.
ABTA praised the move saying a similar decision in the UK would “give customers the essential assurance that they will either get a holiday or their money back, as well as providing a much-needed helping hand to travel companies through these difficult and unprecedented times”.
Which? argued it was “vital” any emergency measures under discussion, such as credit notes replacing refunds for package holidays, include “strong guarantees or protections” so consumers know they are not at risk of losing their money if a travel firm fails.
