A leading travel expert has warned there is potential for a “collapse of trust” in the industry if firms fail to refund would-be holidaymakers in a timely manner.
Simon Calder last night claimed companies are “simply ignoring” the law on refunds for package holidays cancelled due to coronavirus.
One couple who were looking forward to a break in Orlando are among those unhappy at being left out of pocket.
The pair are seeking a refund from Ramsay World Travel, which is one of many firms around the country following the recommendations of trade body Abta, in offering credit notes to customers instead of refunds.
But the advice of the association falls short of the law, which entitles customers to a full cash refund within two weeks of an operator cancelling a package holiday.
The Aberdeenshire couple have been given two options: a transfer to another holiday with same airline, or a credit note which could be exchanged for a refund in August.
But, with one of them furloughed due to the pandemic, they want a full refund now.
The 34-year-old husband said he had lost faith in the company in the way they had handled the matter, adding: “This has been frankly horrendous.
“The way they have gone about it, trust has been completely broken.”
Last night a Ramsay World Travel spokesman insisted there was “no quick fix” and said staff were working 14-hour days, seven days a week to get through an “overwhelming workload”.
He added: “We are dealing with bookings on a rolling 14 day in advance basis and everyone will be dealt with, though this will take time.
“Head office have had a number of worried clients a very small number of whom are upset understandably.
“We are simply doing our very best in these once in a lifetime circumstance and we would like to thank all our clients for their patience at this time.”
Similar rows are being had with travel agents across the country, who are only following the advice of their trade body.
It has led to some warning of a backlash akin to the banking industry after the UK bailout in 2008.
Mr Calder, travel editor at The Independent, told The P&J: “There doesn’t have to be a collapse in trust.
“If a travel company were to say ‘we’re having a bit of trouble could you give us a bit of time?’, you would probably understand.
“If they could get the money back to you in a reasonable time, that might be fine.
“But the trouble is many companies are not doing that – they are misrepresenting the law and that does nobody any good at all.
“The rules haven’t changed, your rights remain exactly the same and anyone who tells you otherwise is not correct, to put it politely.”
