Aito urges Which? to retract refund policy 'red list'

Which? assessed more than 80 of the UK’s package holiday providers’ refund policies based on six criteria:

• Whether refunds would be processed within 14 days if the package holiday was cancelled by the operator;
  
  
• If it would refund if there was another government travel ban/lockdown that prevented the customer from travelling;
  
  
• If it would refund if the Foreign Office advised against travel to the customer’s destination or the country was added to the government’s red list;
  
  
• If it would refund if quarantine was required on arrival at the customer’s destination;
  
  
• If it would refund or offer rebooking with no amendment fee if either quarantine at home was required on the customer’s return to the UK, i.e. if the country was added to the government’s amber list; and
  
  
• If it would refund or offer rebooking with no amendment fee if the customer was told to isolate by NHS Test and Trace.

Aito member Beachcomber Tours was one of those businesses red-listed for an alleged lack of transparency. In a statement, the Beachcomber said since April 2020, it had refunded all customers whose bookings were affected by the Covid crisis within 14 days of a refund request. Those wishing to move their holidays have been rebooked without additional fees, the operator added.

"We have not been approached by Which? for comment on these claims, which we believe have been made based solely on a lack of response to a Which? survey – which we are not legally required to participate in," said Beachcomber.

"The claims have not been based on guest and partner experience, which is the best showcase of our policies. Our track record shows we have honoured all customers with refunds or date moves, and we are only booking travel from 1 October 2021 in the hope customers will not need to cancel or move their future bookings.

"Within the travel trade, we have consistently been recognised as one of the most supportive operators, with staff on hand to look after existing bookings and ensure a speedy refund process, and we believe if Which? had approached our customers or partners they would have received a more accurate picture of how we have handled cancellations throughout this period."

British Airways Holidays, First Choice, Hays Travel, Jet2holidays, Trailfinders and Tui were among the firms rated green by Which?’s Holiday Checker.

Rory Boland, Which? Travel editor, said: "Travellers have been left millions of pounds out of pocket for disrupted travel plans over the course of the pandemic, so it’s vitally important that holidaymakers understand which holiday companies have the best flexible booking policies for Covid-19 related disruption.

"This includes holiday companies being clear and transparent on what is and isn’t covered by their policies, so it’s great to see that a number of companies who had previously chosen not to engage with us are now seeking to clarify their position on Covid-related disruption and refunds.

"Which? has gone to great lengths over the past year to contact every company featured in the Holiday Checker, including reaching out to member organisations including Aito for information, to provide travellers with clarity on who to book with.

"We can’t recommend any company that is not transparent with us about its policies, given it’s never been more important to know where you stand before booking a holiday."