Many package holiday customers did not receive the option of a refund that they were legally entitled to when their holidays were cancelled last year, and were instead only offered the option of rebooking for a later date, or accepting a voucher or a Refund Credit Note. Overall, half of those surveyed (51%) who said they would not book with the same provider in the future said this was because they no longer trusted the company.Īlmost a quarter (23%) of those who said they were unlikely to book a holiday with the same company in the future said it was because they were not satisfied with what they received in place of the holiday that did not go ahead. Under the regulations, customers who have booked a package holiday have more rights than those who just booked a flight. Ryanair denies that these are package holidays, but Which? believes it is currently selling packages under the Package Travel and Linked Travel Regulations 2018. While Which? has previously reported on the struggle Ryanair customers have had to get refunds for flights, this is the first time it has reported complaints from customers who have booked a flight and a hotel together from the carrier. More than eight in 10 customers of Audley Travel, Hays Travel, Jet2 Holidays and Saga who had a package holiday they were unable to go on said they would be likely to book with the company again.īut at the other end of the spectrum, only half of Ryanair and Teletext Holidays customers surveyed said they were likely to book a package holiday with the same company again.
Overall, seven in ten respondents in the survey (70%) told Which? they were likely to book with the same company again in the future, but huge differences were evident between companies that had made an effort to treat customers well during the pandemic, and those that didn’t.
Most companies have since worked through their backlog of refunds, but trust in the industry and some holiday companies has still suffered.Įarlier this year, Which? surveyed more than 4,000 people who had a package holiday that was unable to go ahead between March 2020 and February 2021 to establish whether they would book with the same company again in the future and why. Millions of people have had a package holiday cancelled since the beginning of the coronavirus pandemic, with billions of pounds having been illegally withheld in refunds for cancelled holidays over this time. Only half of Teletext and Ryanair holiday customers who had holidays cancelled would book with the companies again 19 August 2021Ī lack of trust in some holiday companies is the biggest barrier to rebooking with them after last year’s travel disruption, according to research from Which?.
0 kommentar(er)
