In its annual report, the OTA’s chairman Richard Pennycook said On the Beach had done its best to refund customers but “in a number of cases” had let them down.
Pennycook said: “This was particularly the case where airlines failed to refund our customers for flights which had been cancelled. Only when we had secured our liquidity were we able to start refunding our customers for that portion of their holiday even when the airline had not in turn refunded us.
“As a consequence, we – along with the rest of the industry – incurred reputational damage.”
