Steve Witt, co-founder of Not Just Travel, which has more than 600 homeworking travel agents on its books, has spoken out on the practice of travel operators and airlines offering customers vouchers rather than full refunds, following the #RefundPassengers campaign, which has gained traction on Twitter this week.
Mr Witt said that if all passengers were given refunds, "it would be like a run on the banks and the operators or airline would go under very quickly."
"It would mean thousands of customers would not be going on their booked holiday at any time in the near or far future," he said. "It has taken the big players, such as Tui, British Airways or Virgin Atlantic, many years to get to where they are and they ca't be replaced quickly - it would take years for another player to step into their role."
Describing the current situation as "exceptional times", Mr Witt said that travel operators and airlines "aren't being dishonest" but that they are "in a very difficult situation and need to survive", while being overwhelmed with a large volume of customer calls.
"ABTA is encouraging travel firms to offer interim ?refund credit notes? in lieu of 14-day refunds. Customers have a legal right to their money, but firms are holding firm, simply for survival," Mr Witt said.
He called on parliament to change the law to protect the industry but this may take time with restricted parliamentary sittings.
"By accepting a credit voucher or rebooking, the customer may be forfeiting their legal rights, but they are doing the right thing for themselves, other customers, travel companies and their thousands of staff. By holding the line the customer is helping the supplier to survive the crisis so they can take that holiday at a later date. We support both sides as we can see what is best for everyone. We are finding that once we explain the situation to our customers, the large majority of them are happy to be issued a voucher or rebook as they know their money is protected and it?s the best solution for them and the industry,? Mr Witt concluded.
