Refund credit notes 'will be financially protected'

Dated 7 May, Business Companion’s Coronavirus Bulletin outlines how, in accordance with the Package Travel Regulations (PTRs), “a full refund or rebooking (if Abta or Atol-protected) should be offered” for cancelled package bookings.

It also, however, explains how “the strict application of legislation may not be appropriate” and says “a credit note will be financially protected”.

The document, which carries Department for Business, Energy and Industrial Strategy (Beis) and Chartered Trading Standards Institute (CTSI) branding, also includes the Competition and Markets Authority’s advice that “credits, rebooking or rescheduling may be offered as an alternative to a refund”, adding “a refund should still be an option that is clearly and easily available".

"Any restrictions that apply to credits, rebooking or re-scheduling, such as the period in which credits must be used or services re-booked, must also be fair and made clear to consumers,” the document states.

"If refunds are taking longer due to the high number being processed, let your customers know and try to complete the refund within a reasonable time."