![]() They were only offered the option of rebooking for a later date, or accepting a voucher or a Refund Credit Note (RCN). ![]() Many package holiday customers didn't receive the option of a refund that they were legally entitled to when their holidays were cancelled last year. This is in response to billions of pounds that were illegally withheld in refunds during the pandemic. With holiday travel about to restart, Which? has launched a new tool to check whether package holiday providers are likely to refund customers if cancellations happen again. More than eight in 10 package holiday customers of Hays Travel (85%), Audley Travel (82%), Jet2 Holidays (82%) and Saga (82%) said they would be likely to book with the company again, despite not having been able to take their holiday during the pandemic.Ĭheck your holiday provider before you book There was a stark difference between customers' experiences of Ryanair, Teletext Holidays and Love Holidays and those who booked with firms that have a good track record on refunds and customer service. Only 60% said they'd book with the company again.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. ![]() Many Love Holidays customers also told us that failure to provide refunds on time and dismissive customer service meant that they no longer trusted the company. Only half of Ryanair and Teletext Holidays customers who booked flights and accommodation together said they were likely to book a holiday with those companies again, according to new Which? research.
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