PARLIAMENTARY WRITTEN QUESTION
Package Holidays (14 July 2020)

To ask the Secretary of State for Business, Energy and Industrial Strategy, whether he is taking steps to ensure that online travel operators will meet ABTA's 31 July 2020 deadline to issue cash refunds to customers for cancelled holidays; and what steps he plans to take to ensure compliance with the package holiday travel regulations by operators that do not issue cash refunds.

Asked by:
Christine Jardine (Liberal Democrat)

Consumers are entitled to a full refund if a package holiday is cancelled due to unavoidable and extraordinary circumstances, which should be issued within 14 days. The Government is clear that these refunds must be paid when asked for by the consumer.

The Competition and Markets Authority (CMA) has issued guidance to explain to consumers and business the circumstances when refunds are due as a consequence of the disruption caused by the Covid-19 outbreak. The CMA has a programme of work to ensure refunds arising from the Covid-19 outbreak are paid. If the CMA finds evidence that companies are failing to comply with the law, the CMA will take appropriate enforcement action, which could include taking a firm to court if it does not address its concerns. The CMA has also set up a Covid-19 taskforce for consumers to register complaints, available through: https://www.coronavirus-business-complaint.service.gov.uk/.

Answered by:
Paul Scully (Conservative)
20 July 2020