The Package Holidays and Travel Trade Act 1995 gives travellers the right to a refund of all payments where a package holiday is cancelled by the traveller or organiser due to unavoidable and extraordinary circumstances.
The Government has introduced a short-term, emergency measure called a Refund Credit Note, which can be issued by travel agents and tour operators licensed by the Commission for Aviation Regulation, to their customers where a booking has been cancelled due to Covid-19 travel restrictions. By voluntarily accepting a Refund Credit Note customers will be able to book another package holiday in the future with your travel agent/tour operator and has important protections for the customer. The Refund Credit Note are established by the Transport (Tour Operators and Travel Agents) Act 1982 (Disbursements from Fund) Regulations 2021 (SI 105 of 2021).
The value of the Refund Credit Note must be equal to the amount paid for the original booking, or less than the amount paid, where a part cash refund has previously been given. The value of the Refund Credit Note will also take account of any vouchers provided by airlines to the customer for travel that forms part of the package. Tour operators and travel agents must maintain a register of issued Refund Credit Notes and make such register available to the Commission for Aviation Regulation as instructed by the Commission.
Further details are contained in the Guide for Customers and the Guide for licensed Tour Operators and Travel Agents.
Refund Credit Notes - Guide for customers
14 December 2022
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