“In the last couple of weeks, we have had more than 100 complaints relating to cancellations and refunds,” Commission chair Anna Rawlings said.
“This is a complicated legal area and we wanted to provide guidance for both consumers and businesses that would help to reduce the confusion.”
On the issue of operators keeping payments for booked accommodation or travel, the first step is to check the terms and conditions of the purchase.
“If you had a right to a refund under the terms and conditions at the time you purchased the ticket or made the booking, then you should receive a refund,” Rawlings said.
However, the guidance states: “It will often be in both parties’ interests to try to rearrange a travel booking to another date, although this discussion may need to be had when the situation regarding travel restrictions is clearer. Parties should deal with each other in good faith, and try to provide a fair outcome for each party.”
The guidance covers general legal principles and has a series of frequently asked questions for travel, events, weddings, subscriptions and memberships.
It can be downloaded here.
