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ABTA releases statement on customer claims refunds during COVID-19

ABTA has released a statement following the news that the European Commission has updated its guidance on the Package Travel Directive (PTD) in relation to customer claims refunds.

"Today, the European Commission updated its guidance on the Package Travel Directive (PTD) in relation to customer claims refunds. It encourages customers to accept credit notes, as long as the customer is allowed to ask for a full refund, eventually, if he or she does not make use of the credit note towards a new booking. 

Crucially, the Commission states that the credit note should be covered by appropriate insolvency protection. This is an extremely positive step and shows that the Commission recognises the strains being placed on tour operators due to coronavirus.

This new guidance will give customers the essential assurance that they will either get a holiday or their money back, as well as providing a much needed helping hand to travel companies through these difficult and unprecedented times."


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