'Abta's reputation depends on its definition of unreasonable delay'

For some agents, it’s a welcome relief – the probe (rightly) challenges companies insisting on unreasonable refund dates. And there are those who feel, perhaps understandably, Abta is to blame for some of the confusion surrounding refund credit notes.

The association has now given its backing to the CMA probe, but is sticking to its message that members should refund customers “without undue delay”.

Exactly what “undue delay” means, though, remains unclear. With such vague phrasing, and lack of an actual time frame, is it any wonder so many operators have been interpreting the phrase in a way that best suits their business?