Welsh families who missed their vacations due to the coronavirus the pandemic is furious after being told that she will not receive any reimbursement.
Online travel agent Love Holidays said vacationers who couldn’t make their trips would receive a voucher, but a number of people – including those who have lost their jobs say – that they need their money .
According to the 2018 Package Travel Regulations, vacationers should collect all of their money from a tour operator if a package trip is to be canceled.
But the tour operator insisted that it followed ABTA guidelines that all customers whose vacation was protected by ATOL would receive refund credit notes instead of a full refund.
Dan Jenkins, 30, from Llantrisant, was to go on vacation to Tenerife with his wife Demi but his vacation was canceled.
He said: “I booked my hotel through Love Holidays and my flights through easyJet, but obviously it all happened with a coronavirus and I received an email from the hotel telling me that ‘They were going to lock up and they could no longer keep the hotel open.
“My flights were then canceled, so I contacted Love Holidays and they told me that I was not entitled to a refund even if the hotel had told me.
“My vacation is over now, but I was told again that they would not offer a refund, but here is a voucher instead. It is not good enough.”
Although Dan received a refund from easyJet, the £ 539 he paid for his hotel was not refunded.
She asked the company for a refund of £ 942, but was told that she would only receive a voucher.
The caregiver said, “We were offered a voucher, but I refused. I tried to phone ATOL, but they said they could only help if the company I was dealing with had gone bankrupt.
“If they run a service, we should be entitled to a service, not just a voucher.
“I’m a caregiver, so I work on the front line and I also have my own business, but that had to be put on the back burner. The money would be really worth it right now, given all that’s going on.”
Rich Turner, 42, of Cwmcarn, managed to cancel his cycling holiday in Mallorca with his partner Cerys Perry before the announcement of the coronavirus and was informed by Love Holidays that he was entitled to a refund, but he is still waiting confirmation of the date on which this will occur.
The elementary school teacher said, “We thought something was going to happen, so we monitored the situation and weighed whether or not to cancel.
“In the end, we chose to cancel and had to pay a charge of £ 45 in order to receive our £ 1,200.
“I canceled it over a week ago and the money should already have been paid, but nothing is happening.
“It’s a little worrying but luckily, I only booked my accommodation with them.”
A spokesperson for Love Holidays said the company and the entire travel industry were operating in “extraordinary times” and that their immediate priority was to help customers around the world.
She added: “We are doing everything we can to help our customers in this incredibly difficult time and are dealing with customers in the order of departure. The situation, with border closings and airline cancellations, is a fluid situation that we are monitoring closely The extent of the exercise in contacting suppliers worldwide to process reimbursements for flights, accommodation and other services affected by cancellations due to travel restrictions against coronavirus in force in the world is massive and unprecedented.
“We work hard to process refund requests from suppliers, but with many different suppliers, and each supplier running a different process for refunds, we experience significant delays in processing and receiving supplier refunds. , which has an impact on our ability to reimburse customers in cash.
“As a result and in accordance with ABTA guidelines, for customers whose vacations protected by ATOL have been canceled due to current FCO restrictions or airline cancellations, we are seeking to issue refund credit notes (which are fully protected by ATOL).
“This refund credit note will retain the ATOL protection of the original booking attached to it and will allow customers to keep the value of their vacation and may either apply it to future bookings or exchange it for a refund in cash after July 31 while we continue to work on receiving refunds from suppliers.
“The whole Loveholidays team appreciates how difficult and difficult these circumstances are for everyone and works tirelessly to help customers.”