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Loveholidays statement

A Loveholidays spokesperson said: “We are pleased to have reached agreement with the CMA on undertakings to accelerate refund payments to our customers impacted by package holiday cancellations as a result of the Covid-19 pandemic.

"The pandemic has brought unprecedented disruption to the entire tourism sector and we appreciate the CMA’s acknowledgement of the extraordinary pressures faced by package holiday companies this year.

 

"We have been working tirelessly since March to do everything we can to ensure our customers receive their money, and have refunded more than £205 million owed to over 180,000 customers – the equivalent of 10 years’ worth of refunds in eight months.

 

"And as noted by the CMA, since signing the undertakings we have already made significant progress in the payment of these refunds.

"Despite the severe challenges caused by Covid-19, we are already refunding all hotel and transfer elements of cancelled bookings within 14 days of the cancelled departure date. We sincerely thank our customers for their continued patience, and apologise that it has taken much longer than normal to process their refunds.

"We appreciate the efforts of those providers who have worked cooperatively with us to help customers in this difficult time. Whilst we’ve made significant progress, there is clearly more to do, especially on airline refunds, and we urge all parts of the tourism sector to work together to ensure that customers are refunded as quickly as possible.

"Our priority now is to continue our focus on securing flight refunds for our customers.

 

"We have so far processed 90% of all airline refunds owed to our customers and are working very hard on behalf of our customers to secure the remaining refunds. But it’s important to note that we do not hold the money customers pay for their flights – that money is transferred to the airline when customers make their booking.

"We welcome the CMA’s acknowledgement of the very challenging operating environment for the package holiday sector due to the Covid-19 pandemic, which has been exacerbated by certain airlines refusing to meet their legal obligations with regards to refunds.

 

"We are optimistic for the future, but it’s critical that all parts of the tourism sector step up to ensure that customers are refunded as quickly as possible."

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