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Travel agencies, tour operators and airlines have come under fire in recent weeks for not adhering to the 14-day refund rule. While some have sided with consumers and accused businesses of breaking the law, others have pleaded for leniency and more time to save both their businesses – and the jobs of their staff. So where does the sector go from here? What needs to happen to win back consumer trust? And, crucially, how will industry change as a result as we emerge from this crisis.
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