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Tui has agreed to pay out all refunds it owes to customers by the end of September, following an investigation by the Competition and Markets Authority (CMA).
The CMA has received thousands of complaints from customers who had been left waiting for weeks to get their money back for cancelled trips. Refunds for cancelled package holidays should be processed within 14 days.
Tui’s commitment to refund consumers covers all the brand’s businesses that offer package holidays: First Choice, First Choice Holidays, Marella Cruises, Crystal Ski, Crystal, Tui Scene, Tui Lakes and Mountains, and Skytours.
Customers who were issued refund credit notes will be told that they are entitled to a cash refund, which they should receive within 14 days.
Andrea Coscelli, the CMA’s chief executive, said: “It is absolutely essential that people have trust and confidence when booking package holidays and know that if a cancellation is necessary as a result of coronavirus, businesses will give them a full, prompt refund […] The CMA is continuing to investigate package holiday firms in the context of the Covid-19 crisis. If we find that businesses are not complying with consumer protection law, we will not hesitate to take further action.”
Hundreds of thousands of British holidaymakers have seen their holidays cancelled amid ongoing travel restrictions; the Government reviews its quarantine list each Thursday with restrictions coming into effect at 4am the following Saturday.
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