Who? advises people not to book with ‘red list’ of 20 vacation providers due to ‘gaps’ with refunds

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Who? advises people not to book with ‘red list’ of 20 vacation providers due to ‘gaps’ with refunds


A watchdog has published a “red list” of 20 package holiday providers with whom it is not recommended to book travel.

Who? possesses issued the opinion on the basis of the company’s “shortcomings” with reimbursement commitments due to COVID-the related disturbances.

He said companies that could leave vacationers out of their pocket if they can’t travel as planned include major operators Lasminute.com, Love Holidays, On The Beach and Teletext.

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Consumer group Which one?

Those who did not provide clear information about their reservation policies were also marked in red for lack of transparency.

In response, On the Beach said, “If FCDO advises against travel to a destination, our customers can change their destination or vacation dates for free, and we will waive all of our administrative fees.

“If they wish to cancel their vacation, we’ll reimburse the hotel and transfer costs in full, and our regulated, ring-fenced trust account means we’re able to do this quickly and always in cash rather than with cash notes. credit or vouchers.

“Our vacations include flights from several third-party airlines and the decision to operate these flights is up to each airline.

He added: “If the airline cancels the flight, of course we will pass the refund directly to our customers in full.

“If a customer wants to cancel their vacation because of FCDO’s advice, but the flight works as planned, the airline keeps the money paid for the flight, and in those cases, that prevents us from reimbursing our customers. “

The policies of operators on the red list were not necessarily contrary to consumer law, but some were the subject of investigations by the Competition and Markets Authority (CMA) last year for non-reimbursement of their customers, such as Love Holidays and Teletext, Which? noted.

Each company’s policies on coronavirus-related disruptions, including whether they would reimburse customers if a lockdown were imposed, if Foreign Office advice changed, or if they were required to quarantine themselves at a hotel upon their return, were reviewed by whom?

Companies that have committed to offering refunds in most of the scenarios offered by Which? included British Airways Holidays, First Choice, Hays Travel, Jet2 Holidays, Trailfinders and Tui.

Only three providers – Exodus, Explore and Discover Egypt – have guaranteed refunds to customers in the event someone was asked to self-isolate before traveling, as well as any other scenarios offered to them.

The consumer group advises anyone considering a vacation to avoid booking with any of the redlisted companies and to check beforehand that their supplier has a good flexible booking policy.

Who? Travel Editor-in-Chief Rory Boland said: “Between changing travel restrictions, both in the UK and overseas, and the continued risk of being told to self-isolate, booking a a trip abroad always comes with some uncertainty and things can go wrong if you have chosen the wrong supplier.

“The best companies won’t leave you dry, so it’s essential to do your research before you book. “

The watchdog said it will regularly assess suppliers and update its lists accordingly and people can check their supplier against the list through the Who? Vacation Checker.

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