Agents call for fixed time frame on refunds

Confusion comes as package travel faces renewed scrutiny after the sector was unexpectedly included in a Competition and Markets Authority (CMA) investigation.

Agents told TTG Abta’s current guidance that refunds should be made “as soon as they are able to and without undue delay” meant some operators were refusing to offer refunds until 2021.

Lee Hunt, owner of Deben Travel, said: “Some operators have told us they’re not going to refund until 31 December or 31 March 2021.

“What we really need are two emails: one from the CAA saying RCNs [refund credit notes] are financially protected and a second from Abta saying all refunds should be made within a certain date of cancellation – maybe 90 days.”

Lee Harrison, owner of Malvern World Travel, agreed: “A working time frame definitely has to be established for a cash refund,” he said.

“If that can’t be 14 days, under these circumstances, perhaps 30, 60 or 90 days maximum should be the guidance. Most customers would then be more understanding.”