Which? quizzes package holiday providers – and some suggest they’ll break law on refunds

Revealed: When Which? quizzed package holiday providers on future bookings – some suggested they will break the law on refunds again

Which? did a mystery shop of package holiday providers, asking about refundsOut of the six firms, only two – Trailfinders and Tui – gave accurate answers The other companies gave ‘misleading or contradictory responses’ said Which?These firms were Love Holidays, On the Beach, Teletext Holidays and TravelUp 

Package holiday companies cannot be trusted on pandemic refunds, claim consumer experts.

Leading operators are failing to give travellers desperate for a sunshine break accurate information on their refund and cancellation rights, according to an investigation by Which?

Last year many holiday companies and airlines encouraged people to make a booking over the summer months and then – illegally – failed to pay swift refunds when trips were banned on government orders.

Leading package holiday operators are failing to give travellers desperate for a sunshine break accurate information on their refund and cancellation rights, according to an investigation by Which?

Experts at Which? fear travellers could suffer the same exploitation again this year, regardless of the euphoria around the impact of vaccinations.

The group did a mystery shop of Love Holidays, On the Beach, Teletext Holidays, Trailfinders, TravelUp and Tui to find out what they are telling customers.

Only Trailfinders and Tui consistently answered Which?’s questions in line with the law. And only these two companies committed to reimbursing both flights and hotels within 14 days, which is required under the law.

Which? said agents at all of the others gave misleading or contradictory responses, which suggested they might not comply with the law.

The researchers asked if customers could cancel a package holiday and get their money back if they found they would be required to quarantine on their arrival at their holiday destination. In these circumstances customers should be offered the choice between a reasonable alternative or a refund.

Again, only Tui and Trailfinders said they would provide refunds for customers in this scenario. Agents at all the other companies said customers would only receive a full refund if the airline cancelled their flight.

Only Trailfinders and Tui consistently answered Which?'s questions about package holiday refunds in line with the law. And only these two companies committed to reimbursing both flights and hotels within 14 days, said Which?

Only Trailfinders and Tui consistently answered Which?’s questions about package holiday refunds in line with the law. And only these two companies committed to reimbursing both flights and hotels within 14 days, said Which? 

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