Relaunched online travel agent Thomas Cook has failed to provide a full commitment to refunding customers whose holidays may be cancelled by ongoing coronavirus disruption within the 14 days required by law.
It told Which? that while it was aiming for 14-day refunds, as set out by the The Package Travel and Linked Travel Arrangements Regulations 2018, it ‘cannot guarantee it in cases of large cancellations.’ Which? reminded Thomas Cook that the 14-day timeframe for refunding cancelled packaged holidays was a legal requirement, but it wouldn’t commit. It said that it would try to stick to 14 days, but that refunds could take longer.
Find more unbiased advice on travel and coronavirus, award-winning investigations and legal advice on holiday refunds and cancelled flights with Which? Travel
All package holiday companies have dealt with large-scale cancellations caused by changing travel corridor advice in recent months. Despite this, some tour operators have still managed to pay refunds within 14 days. Others have apologised for not doing so and made a future commitment to the law. You can trust these travel agents with your money.
Customers who were understanding of holiday companies facing logistical challenges over processing an unexpected large number of refunds, are likely to be less sympathetic to Thomas Cook which has just launched and is aware of the current risks of international travel.
The positives: Thomas Cook allows refunds for changing travel corridors
Thomas Cook has taken some lessons from the pandemic. If a country comes off the travel corridor list or the Foreign and Commonwealth Office (FCO) advises not to travel there, you can move your package holiday to a new destination or date free of charge.
It’s not offering a refund upfront, however. It will first try to offer customers a move to a new destination or new dates, which might involve paying more. Customers who refuse this option can opt for a refund.
That’s still better than other online travel agents. On The Beach and Love Holidays are failing to offer refunds for package holidays to countries where the FCO advises against travel, if the flight is still running. They will refund the hotel portion of a package though, if the customer cancels.
The positives: Thomas Cook is only selling holidays to quarantine-free countries…sort of
That’s what it says on the front of the Thomas Cook website. So you’ll find Cyprus and Italy on the list of destinations, but not Spain.
But, confusingly, Ireland holidays are listed. UK residents travelling to Ireland have to quarantine on arrival for 14 days, with the exception of travel across the Northern Irish land border.
The positives: Thomas Cook is booking flexible hotel rooms
Thomas Cook says it has chosen to work with more ‘flexible airlines’, such as easyJet, and only books flexible room rates at hotels.
This should make it easier to move holiday dates if necessary, without having to pay a penalty fee.
The positives: it ringfences customer money
Unlike most other tour operators, Thomas Cook will place customer money in a trust account until the holiday is completed. That should, in theory, make it easier for the company to issue refunds if the holiday doesn’t go ahead.
In reality, this will probably only help with recouping the cost of the hotel, as airlines are paid upfront.
When we asked Thomas Cook if it would return customers’ airline money even if it hadn’t received its refund from an airline, it told Which? it would. However, it also added that it might not be able to do so within the 14 days required.
Should I book with Thomas Cook?
Thomas Cook shows positive signs that it will do right by the customer, but until it commits to the package travel regulations to refund within 14 days, we’d book with better operators.
Find out the dos and don’ts of booking a holiday.
source https://www.which.co.uk/news/2020/09/relaunched-thomas-cook-wont-commit-to-law-on-package-travel-refunds/