Covid19 Customer Statement to provide cash refunds to customers disrupted by FCO advice amid Covid-19 holiday cancellations

  • has promised customers it will offer cash refunds for holidays cancelled due to the FCO advice relating to the coronavirus pandemic
  • is working hard to support its customers during this unprecedented time of uncertainty, understanding the need for refunds, rather than vouchers or deferred travel

The coronavirus pandemic has caused millions of people across the UK to cancel or rearrange their travel plans, with whole countries put into lockdown and the majority of flights remaining suspended. With such uncertainty across the industry and further afield, recognises the financial challenges facing families and customers and understands that cash is more important than ever. has therefore committed to offer cash refunds to customers with travel plans cancelled due to FCO advice (currently holidays up to and including 15th April), meaning that upon receipt of cash refunds from the airlines, the Group’s customers will be reimbursed in cash, ensuring no holidaymaker is left out of pocket. In the meantime, is issuing cash refunds to customers for the hotel and transfer parts of their bookings. Refunds will be processed in departure date order and we would ask customers to bear with us as our customer service team work around the clock to process customer refunds.

Simon Cooper, CEO at, said:

“We pride ourselves on offering the best service to our customers. As we continue to tackle the challenges created by the coronavirus pandemic, we want to reassure our customers that we are doing all we can to ensure they receive a full cash refund for any holidays cancelled as a result of the FCO advice. This is instead of vouchers or deferring travel to an unspecified later date.

“It is more important than ever before that we are able to offer these refunds and we thank all customers for their patience at this time. We are incredibly proud of the work our customer care teams have done to ensure our customers are well looked after during this unique time, they have worked tirelessly to offer guidance and support to our holidaymakers.

“In an uncertain environment, customers must feel able to put their trust in their travel provider.’s package holidays are ATOL protected, and to ensure further protection for its customers, also holds customer payments in a ring-fenced trust account with the CAA (Civil Aviation Authority) and an independent trustee. This arrangement has enabled to make cash refunds even in these unprecedented times.”

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