ABTA provides more insights into customer guidance on refunds

Saturday, April 18, 2020

As the industry continues to wait for the Government to provide clarity and support from its side, ABTA has published further guidance today for Members and customers on holiday amendments and refunds.

The travel association has developed additional guidance for Members on refund protection, including the use of Refund Credit Notes. This guidance sets out standardised rules for Refund Credit Notes to ensure that travellers are protected, particularly around insolvency.

It makes it clear what information should be included in a Refund Credit Note. It also reiterates that Refund Credit Notes are not the same as vouchers, which do not come with financial protection.  One can go through the guidance  on the Member zone of ABTA’s website.

A Refund Credit Notes preserve a customer’s right to a refund for a package holiday and that they come with the same financial protection as the original booking. It makes it clear what should be included in a Refund Credit Note, in line with ABTA’s guidance to Members. There is also a useful FAQ that is designed to answer the many questions that concerned customers may have, whose holidays have been affected because of this crisis.

Through a  Refund Credit Note a  customers can rebook a holiday at a future date or receive a cash refund at the expiry date of the note at the latest (if the original booking was for a package holiday).

On the travel company’s financial protection arrangements the expiry date is based  which will vary by company. It also retains the financial protection that came with original booking.

Also the industry continues to respond to ABTA’s call to action to support its “Save Future Travel” campaign. After the campaign was launched, nearly 24,000 letters have been sent and ABTA is in contact with a number of MPs about the campaign who have been inundated with messages from supporters.

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