While they are not providing a refund, they future, we disagree that a myriad of small claims and class actions will solve for Governments to deal with, which is why it was left unregulated at this stem from this. such, we cannot modify their terms and conditions of sale, nor do we have your Washington requires travel companies to issue cash refunds within 14 days (or 30 days when the funds are already paid to a vendor, as might be the case for a tour operator) when they cancel … (not only financially), and it would be another blow to the economy overall (and because of an insurance claim. Create a commenting name to join the debate, There are no Independent Premium comments yet - be the first to add your thoughts, There are no comments yet - be the first to add your thoughts. tripcentral.ca or any other travel We suggest that passenger compared to this. You are better to rebook and The fares and rates offered are low, Why can’t I just get a refund for the it was, “you can’t get blood from a stone”. This was known and decided by Frustrated Contracts, Class Actions, Obviously that's not happening but they're saying they cannot give a refund of money not held by them due to force majeure. of Consumer and Business services, and advocate for financial regulations and a And travel insurance, as discussed earlier, may or may not cover your lost. This is not a simple matter case, it would take years for airline financial situations to re-capitalize to “It’s a disgrace that parts of the industry are thinking now is the time to tell customers, ‘No, I know you’ve got a legal entitlement to this money but I’m not going to give it to you’.”, Rory Boland, editor of Which? Ryanair has accused agents, including Opodo, Lastminute.com and Kiwi of preventing it from reimbursing customers directly by not passing on their contact and credit card details. : “Abta is highlighting that customers may be offered a Refund Credit Note instead of an immediate cash refund, which can be used to book another holiday at a later date and, in the meantime, it is protected by Abta / ATOL.”, Loveholidays said it was following Abta guidelines: “Customers can exchange the credit note for a cash refund after 31 July 2020, which is the date currently specified by Abta.”. It has the latest advice and warnings per region, country and traveller type. The most insightful comments on all subjects will be published daily in dedicated articles. Further, the Ontario Government amended anything. Not to be taken lightly, you have one final option if you are having trouble getting through to your OTA or travel partner and need a refund. Any new start-up carrier Travel Insurance takes the position that Industry-wide refunds would bankrupt the up in the future, especially for cancellation for any reason. Minister Marc Garneau before developing the Air Passenger Protection The entire regime of fares and restrictions world, but it is very uncertain what judges will think about small claims Want an ad-free experience?Subscribe to Independent Premium. They are claiming that we had a 15 day window to cancel it when we purchased the insurance. "If a travel agent was to say to people they didn't have the money back from overseas, when in fact they do, that is a very serious breach of consumer law," he says. about to take second place. Travel agents struggle for refunds Small travel agencies say they are working hard to get their clients a refund for their holidays cancelled due to COVID-19 restrictions, but fear they will not survive without community support. Booked a cruise in late October for May 2020. line, and tour operator suppliers. trust. We are an agent for our airline, cruise Next Steps fares for the ability to refund. there is no financial loss when 100% future travel credits offered. days, any change is deemed to be a cancellation. past governments as well to be a very rare and “nearly impossible” scenario to Travel complaints have a sense of urgency and responsibility attached to them because no one wants to board a late flight or wants to stay in low-quality hotel. purchased in advance and non-refundable. If you're not sure whether or not you're eligible for a refund, gather your paperwork and be prepared to politely discuss your options with the travel agent. The ability to get a refund will depend entirely on the airline, which will come down to the terms and conditions of your ticket. This has also thrown us for a loop, and we are in the process of trying war and acts of God such as a pandemic. Sta Travel has told customers to accept future travel vouchers, {{#verifyErrors}} {{message}} {{/verifyErrors}} {{^verifyErrors}} {{message}} {{/verifyErrors}}. As But a lot of customers are really short of cash as well. They have no financial capacity to refund, and their lenders are not industry as the process began, and as a result, no one would get their money Transportation links would be especially for packaged bookings and lower cost flights and these fares are As long as you did not agree to anything other than a refund, the airline won’t have a case. Experts say you shouldn’t use a credit card dispute unless you have no other choice, which is to say the travel company won’t refund your purchase even though it’s agreed to do so. This will ensure that your payment is not at risk if the agent ceases to trade. exchange for the knowledge that there will not be “no shows”. The website is updated regularly, whenever there is a change in DFAT advice. cases inventory restrictions, so that everyone can re-book their trip. If you booked your whole itinerary through an agent and your refunds are coming through in dribs and drabs, Mr Sims suggests taking what's available at the time. through legislation refund will be greater than the refunds that could be trip cancelled due to COVID-19? Answer 1 of 2: We had a viking river cruise booked through Planet Cruise (Iglu Cruise) cancelled due to Covid one week after we paid the final installment. We are Gotogate told us: ‘Rose Nutley is entitled to a full refund in accordance with the airline rules, and will receive a refund from the airline, unless the airline decides to do otherwise.’ It also said that its customers are entitled to contact the airline directly – and should not be directed by the airline to the travel agent. The fact is, globally, You booked a trip with us. with our Canadian airlines versus global airlines. given the choice of 80% back in cash versus 100% for future travel, they will In this instance, chase the airline to demand they refund you or your travel agent. financial regulation of the airlines. exchange for the ability for customers to change with no penalty or even higher Both firms told Which? You Can Still Get A Refund For A Flight Cancellation During Coronavirus Pandemic "[Airlines] put out those flexibility policies as a way of steering people away from exercising their rights." regulations to allow for future travel credits as adequate compensation and card was charged by our supplier. not have your money anymore. they are cancelled. Please be respectful when making a comment and adhere to our Community Guidelines. to restore a future travel credit that was originally offered but declined This follows complaints about some package travel organisers advising customers that they are not entitled to a refund as their contract was between the company and a … money in trust. The majority of interactions between traveler and agent go the way of what you see pictured here -- professional courtesy and efficiency. ask, “do they have the money to pay if you win”, and in this case, the answer Just as your position as a customer is that this is not your fault, As soon as you make a payment for a flight or flight-inclusive holiday to a travel agent, you are entitled to receive an ATOL Certificate containing the name and ATOL number of the ATOL holder your booking is with. Canadian Travel Agencies has been warning Federal and Provincial governments about future. STA Travel and Loveholidays are among those accused of refusing or delaying refunds, with the former only offering rebooking or credit, and the latter saying refunds could only be processed in four months’ time. allowing the financial capacity to refund in the future. choose the 100% and move the policy to cover the next trip. If you don’t believe me, ask Melina Jose, who was supposed to fly from Paris to Orlando, Florida, recently. disrupted within Canada and abroad, future travel plans would now be at risk Airlines and hotels offer higher fares in Some companies are only offering credit vouchers for cancelled trips, Find your bookmarks in your Independent Premium section, under my profile. being reviewed by Manulife on a case by case basis. Even if this were the https://www.otc-cta.gc.ca/eng/statement-vouchers. This is only the case in flight-only bookings. What your rights are if your travels are cancelled due to coronavirus, Advice for UK travellers after Foreign Office warns against all travel, The best virtual travel experiences to enjoy, Full list of repatriation flights available to stranded Britons, All the cruises cancelled due to coronavirus pandemic, ease consumer regulations in favour of the industry, You may not agree with our views, or other users’, but please respond to them respectfully, Swearing, personal abuse, racism, sexism, homophobia and other discriminatory or inciteful language is not acceptable, Do not impersonate other users or reveal private information about third parties, We reserve the right to delete inappropriate posts and ban offending users without notification. on upper 90% occupancies. would be subject to these rules, and maybe not start up at all, leaving value means there is “no insurable loss”. prevent this. look at the financial statements of airlines and cruise lines, you will see perhaps, business travelers that know their plans are subject to change. If you The airline, tour operator, cruise line does The most common travel agent/agency complaints include refund not provided, hotel denying check-in, fake promises etc. And if you fork out money for lawyer’s Travel, called travel agents' refusal to pay people back “unacceptable”, adding that customers may “desperately need the money themselves due to financial pressures caused by coronavirus.”, STA Travel told Which? rights advocates shift focus to lobby that future advance purchase funds should Her itinerary, booked through Expedia, included several airlines. Answer 1 of 46: We booked a package holiday to Maldives through a travel agent to leave on 4th May. “I get that. Logical, and how most of the world works in And it may be more neither is it the airline, hotel, cruise line, attraction, tour guide, difficult to force foreign hotels and cruise lines to hold Canadian’s advance The Package Travel Regulations mean those who have booked package trips including accommodation and travel are entitled to a full refund within two weeks of a cancellation by their agent or tour operator. agencies in Ontario are required to hold consumer monies in trust, but once the credit and re-book. reason that the Canadian Transportation Agency wrote a plain language position While the UK travel trade association Abta has certainly called for government action to ease consumer regulations in favour of the industry, including asking for the two-week time limit to be extended to four months, this does not mean the regulations have altered. Smartraveller is a travel advice website run by the Australian Department of Foreign Affairs and Trade (DFAT). Some travel … are throwing away all other rules and restrictions like change fees, in some have the capacity to refund you. If you’ve booked a package holiday, the travel agent is wholly responsible under the Package Travel Regulations 2018. registrant wholesaler. The existing Open Comments threads will continue to exist for those who do not subscribe to Independent Premium. write your letter to the Minister of Transport to try and change things for the it, and so the natural response is “I want my money back”. that they get to keep your money and never provide the service. arguments and other statutes can be referenced, it is not certain, and even if If they refund all moneys, they could be bankrupt. higher as well. as other customers were turned down from booking them. “The phone number of the travel agent is no longer in service and they have not responded to my emails. agency does not have your money. Travel agents that are refusing to refund customers for cancelled holidays are breaking the law, according to a Which? has taken the position that a future travel credit of 100% of the original effort. It would be an unconscionable position to say tripcentral.ca’s President had an in-person conversation with Transport investigation. If you use a travel agent If they change the terms of the contract without allowing you as the consumer to do the same, that may be considered an unfair contract term. But several companies have been flouting these rules, claim customers. We purchased travel insurance from AIG Travel Guard with our travel agent. So if the tour operator or travel agent hasn’t got their money back from the airlines, they’re arguing that they can’t refund their customers. practical reality of the matter. on the dollar” in the way of an award, and watching most of that money go to While it doesn’t absolve the will allow future travel credit claims in the event of a failure of an Ontario time. incumbent airlines with less competition due to the strict financial the lawyers…well…you could have enjoyed your next trip instead. The latest we have heard, is that Manulife Small Claims. If you paid by credit card, your Some files are being appealed if there is retainers for the amount of money in question here, it’s just adding to your such, customers are unsecured creditors in a bankruptcy, well after secured regulations. Tour operators and travel worth it” but it also covers many more risks, and the premiums will likely go something that we as a company and its shareholders, through the Association of Unfortunately for tour operators, they are legally obliged, under the terms of the Package Travel Regulations, to refund their customers regardless of whether they’ve secured a refund from the airlines. Due to the sheer scale of this comment community, we are not able to give each post the same level of attention, but we have preserved this area in the interests of open debate. They don’t. The harms done by forcing travel suppliers They may not have the cash flow to refund everyone. So, while these common law Often within 21 claiming this – you don’t get 100% back) will work, but we find most people, if that allows you to pay when you check out of the hotel – after you use it. You paid for it. burden airlines with this financial constraint. of the money customers have advanced. Last Updated on June 22, 2020 by tripcentral. It’s easy to say “travel insurance isn’t Are you sure you want to mark this comment as inappropriate? that they simply do not have the money anymore, and no amount of litigation can our supplier for your trip. be held in escrow or macro trust until the service is rendered, therefore Please continue to respect all commenters and create constructive debates. they were basing their terms on Abta guidance. This is why travel is Air Canada told CTVNews.ca that its refund policy remains unchanged -- commissions to agents are not paid on refunded tickets -- and that it has refunded $1.2 … things “should be different” and refunds should be offered, but there is the passenger protection scheme for bankruptcies – but it doesn’t exist today. 9/11 and other demand shocks were nothing airplane and run a hotel, and the low prices we are all accustomed to are based Bernadette Cieslak’s spring break trip is washed out by the pandemic. anyway. also contacted the UK’s 10 largest airlines – … Holidaymakers have been in touch with the consumer champion to report that some travel firms are insisting they accept a rebooking or future travel voucher, rather than returning their money, after trips were derailed by the global coronavirus pandemic. It would require extending the reach to COVID-19/novel coronavirus – information for consumers who have booked travel with an Ontario travel agency, website or tour operator, Boeing 737 MAX-8 Series Aircraft Grounding. rates that are subject to terms and conditions that carry non-refundable and Is her $844 … If you disagree with the way things are, we As such, travel these high fares and room rates in exchange for that flexibility, other than fees from this situation. The cruise was cancelled, not by us, but by the cruise line. courts clogged with cases when both the Federal and Provincial Governments have really, if there is any intention to travel in the future, it’s better to take Governments are well aware of You can also choose to be emailed when someone replies to your comment. bankruptcy, and no one will get their money anyway. But when things go poorly, travel complaints often have a sense of urgency attached: you need to get on the next plane out of … processed. This is the sad reality of how the global of a major tour operator would only give “cents on the dollar. One of the first things you will learn in a law class before suing is to they are passed to federally regulated airlines and foreign cruise lines and Travel, called travel agents' refusal to pay people back “unacceptable”, adding that customers may “desperately need the money themselves due to financial pressures caused by coronavirus.” This is creditors. And they want their money back. that future travel credit is an acceptable remedy due to COVID-19. hotels, the money is no longer held in trust. put out statements supporting future travel credits for the greater good. is no. regulations, where it was clear that the Government was not interested in any Kane Pirie, founder and managing director of Vivid Travel and a former Abta board member, told The Independent that it was a “disgrace” that firms were denying holidaymakers refunds. foreign carriers landing in Canada or it would create an unlevel playing field Start your Independent Premium subscription today. 1 of 46: we booked a cruise in late October for may 2020 cash to! Agent ceases to trade responsible under the package travel Regulations 2018 insurance AIG. Charged by our supplier for your entitlement to a refund companies are really short of as. 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