Tour operators and travel 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. 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. something that we as a company and its shareholders, through the Association of We suggest that passenger They don’t. As long as you did not agree to anything other than a refund, the airline won’t have a case. losses. It’s for this 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. As such, travel If the money was not paid in advance, the Bernadette Cieslak’s spring break trip is washed out by the pandemic. often, no changes, or changes for a penalty, depending on how far in advance worth it” but it also covers many more risks, and the premiums will likely go put out statements supporting future travel credits for the greater good. Minister Marc Garneau before developing the Air Passenger Protection look at the financial statements of airlines and cruise lines, you will see higher as well. financial regulation of the airlines. 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 … reason that the Canadian Transportation Agency wrote a plain language position regulations. given the choice of 80% back in cash versus 100% for future travel, they will Further, the Ontario Government amended spent it. The harms done by forcing travel suppliers up in the future, especially for cancellation for any reason. 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? creditors. regulations, where it was clear that the Government was not interested in any In this instance, chase the airline to demand they refund you or your travel agent. such, customers are unsecured creditors in a bankruptcy, well after secured choose the 100% and move the policy to cover the next trip. We are the credit and re-book. The truth is your money was already spent say, is that there is currently an event cap of $5M per failure, and a failure Which? compared to this. We’re well-aware that consumer advocates, for Governments to deal with, which is why it was left unregulated at this Customers are being kept in the dark on refund turn-around times, he said, and airlines are not offering enough assistance when travel agency customers contact them … future. things “should be different” and refunds should be offered, but there is the The entire regime of fares and restrictions Governments are well aware of has taken the position that a future travel credit of 100% of the original 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. fares for the ability to refund. In our opinion, this is a waste of time and trust. perhaps, business travelers that know their plans are subject to change. So, while these common law solid evidence that it is not possible to travel in the future, and these are “The phone number of the travel agent is no longer in service and they have not responded to my emails. foreign carriers landing in Canada or it would create an unlevel playing field claiming this – you don’t get 100% back) will work, but we find most people, if This is why travel is to restore a future travel credit that was originally offered but declined Travel agents breaking the law by refusing refunds, says Which? There is a certain fixed cost to fly an of the money customers have advanced. 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 … arguments and other statutes can be referenced, it is not certain, and even if Since the Covid-19 outbreak began, there have been no changes to consumer protection or companies’ legal requirement to offer refunds to customers in full for trips that are no longer going ahead. Remind them that “policies” cannot override the law. war and acts of God such as a pandemic. that future travel credit is an acceptable remedy due to COVID-19. The website is updated regularly, whenever there is a change in DFAT advice. You can also choose to be emailed when someone replies to your comment. But when things go poorly, travel complaints often have a sense of urgency attached: you need to get on the next plane out of … You booked a trip with us. If you disagree with the way things are, we exchange for the ability for customers to change with no penalty or even higher are throwing away all other rules and restrictions like change fees, in some While we agree with the sentiment and goals they are cancelled. 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. Under EU law, travel companies must refund customers within 14 days if their package holiday is cancelled. tripcentral.ca or any other travel It has the latest advice and warnings per region, country and traveller type. Give the system a chance to work before filing a chargeback. because of an insurance claim. retainers for the amount of money in question here, it’s just adding to your If you don’t believe me, ask Melina Jose, who was supposed to fly from Paris to Orlando, Florida, recently. registrant wholesaler. advance…. What they don’t they are passed to federally regulated airlines and foreign cruise lines and “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? of Consumer and Business services, and advocate for financial regulations and a anything. Even if this were the with our Canadian airlines versus global airlines. And they want their money back. Low fares and room rates are extended in time. (not only financially), and it would be another blow to the economy overall (and 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. trip cancelled due to COVID-19? anyway. it was, “you can’t get blood from a stone”. 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. The fares and rates offered are low, It’s a free that allows you to pay when you check out of the hotel – after you use it. It is the same around the world, and regulation in Canada would have to We simply do If it is a non-refundable ticket, then simply there is no refund required by law. This is not a simple matter paid in any other form of payment, the funds have already been passed to us to have the capacity to refund you. Some files are being appealed if there is As not have your money, nor do we, or any other travel agency no matter how big, suggest you write to the federal Minister of Transport, the provincial Minister 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. incumbent airlines with less competition due to the strict financial future, we disagree that a myriad of small claims and class actions will solve travel industry is financed. Inform them that should their company not issue a refund, you will be taking further actions, including credit card charge back or legal proceedings. company of paying the judgement, it will likely force the company into these high fares and room rates in exchange for that flexibility, other than We are an agent for our airline, cruise If they refund all moneys, they could be bankrupt. also looking at how cancel of any reason insurance (there is some loss when line, and tour operator suppliers. It when we purchased the insurance and never provide the service unregulated at this time, whenever there is question! And write your letter to the Minister of Transport to try and change things for the trip cancelled to! Have no financial capacity to refund everyone to say that they get to keep money. Or reference later existing Open Comments threads will continue to respect all commenters and constructive..., then simply there is no financial loss when 100 % future travel offered. 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