Jill Waite, from Pole Travel, has written a letter to ABTA on behalf of a group of agents in the north-west of England in regard to Package Travel Regulations and the impact the lack of urgent amendments in the current crisis is having on travel businesses.
Jill wrote:
"I am writing to you on behalf of a group of agents in the North West ? good, profitable, independent agents that have been trading successfully for many years. We are now facing the biggest threat to our businesses there has ever been, and are looking to you for support.
Travel agents are getting slated on social media, due to not providing refunds for trips that have been cancelled. As you know, the problem is that the airlines are not making refunds, therefore the operators are not ? so it is us agents that have to put ourselves in the firing line and explain to customers that they cannot get their money back. Despite the fact that the booking conditions clearly state they can. Despite the fact that for years we have traded on our ?financial protection? and assured customers their money is protected.
We have followed the rules, and booked ATOL protected packages ? justifying the fact it may be more than booking online, because it is financially protected.
And now we find our word, our booking conditions, the PTR, are basically worth absolutely nothing.
It is interesting to see that British Airways Holidays and Virgin Holidays are making refunds to their customers ? so the airlines are making sure their own companies are abiding by the PTR, and yet they are stopping other ATOL holders from doing so by actively with holding refunds of customers money. This is not lawful or moral.
Instead of trying to change the PTR, which does not seem to be happening, maybe you should be concentrating on getting the airlines to fulfil their obligations and make refunds to clients that want them.
I would be obliged if you could provide some practical assistance to us now, whilst we still have businesses to run."
The letter was also signed by Jane Logue, Argos Travel Service; Adrian Cumpstey, Upton Travel Worldchoice; Peter Mills, Saddleworth Travel; Elaine Barnes, Anderson?s Travel; and Robert Saunderson, Barnes Worldwide Travel.
Travel Bulletin contacted ABTA for a response and we received the following statement: "We continue to stress in our discussions with the CAA, as the relevant enforcement body, that airlines are obliged to refund under Regulation 261 and under IATA regulations for Iata members. By fulfilling their obligations, this will then help tour operators to refund customers. We are also highlighting this issue in consumer-facing communications activity.?
