School travel company PGL is reported to be at the centre of a row over refunds for cancelled trips during the coronavirus lockdown.
PGL hosts children at residential activity centres across the UK, but has had to cancel trips.
The company has offered to reschedule trips and is providing refund credit notes to customers.
If the customer wants a cash refund, the refund credit note entitles them to obtain the money in March 2021, or they can use the credit note for booking a future holiday.
But the BBC quoted families owed money for cancelled holidays unhappy with the situation over refund credit notes.
While awaiting clarity from the government on the issue, PGL told the BBC it is offering either flexible rebooking arrangements or a refund credit note, which can be claimed for a cash refund when it expires in March 2021, “in line with Abta guidance”.
A PGL spokesman said: “We have been waiting for Abta to receive clarity from the government, which has not been forthcoming.”
When it comes to trips organised by schools, the company said it is supporting schools whose trips have been impacted and those who were scheduled to travel before May 31 should make insurance claims.
“This has been acknowledged by the government, the ABI and various trade and professional and other organisational bodies within the school travel sector, as the best method to secure cash to refund parents,” said PGL.
The company said on its website: “Following the government advice of 23 March 2020, our centres and offices are temporarily closed to protect our customers and staff.
“We have made arrangements for as many staff as possible to work from home, but we apologise that we are unable to offer our usual levels of service.
“If you are due to travel before 31 May 2020, a member of our team will be in touch with you shortly to discuss alternative arrangements. Please bear with us whilst we contact customers in date order of travel.
“We are monitoring government announcements closely and for travel after 1 June 2020, currently unaffected by current restrictions, we will be in contact should the situation change and your booking be affected.”
