Confusion caused by conflicting government messages is blighting travel’s restart, leading to fears consumer confidence could be hit despite hopes of an expanded resumption from June.
The uncertainty is also sparking confusion about cancellation and refund rights. Alan Bowen, legal advisor to the Association of Atol Companies, said: “Consumers are confused beyond belief, when the one thing we need is consumer confidence.
“Consumers think the government advice is not to travel. [But] Foreign Office (FCDO) advice is the only thing you can follow.”
However, Bowen added: “If FCDO advice says you can go, I would still advise ‘Check with your insurer’ because some are now saying ‘Foreign Office advice is not sufficient’. Things are changing by the day.”
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A leading aviation source condemned the government’s “shambolic communications” and disputed reports that large numbers of people are flying on holiday to amber destinations, saying: “It’s relatively small numbers. We’re not seeing families flying to amber destinations because of quarantine.”
That has relieved pressure at the UK border, the source said, adding: “But we’ve not seen huge numbers yet.” An airlines source agreed, saying: “What matters is what happens when there is a significant increase in volumes.”
Heathrow agreed to reopen Terminal 3 solely for red list passengers to allow their segregation from June 1 following government pressure.
Premier Travel director Paul Waters reported most clients were amending bookings for amber destinations but some were “sticking with their plans to see what happens”.
Advantage Travel Partnership leisure director Kelly Cookes said clients were finding it hard to understand why they could not get refunds on some holidays to amber destinations but said: “Most are amending as per the policies.”
Industry lawyers speaking at an Abta Travel Law Seminar highlighted the pressure around refunds. They heard the Competition and Markets Authority (CMA) warn the sector “will only recover successfully if it can rebuild consumer trust”.
CMA consumer group director Hayley Fletcher said: “We’re mindful of the circumstances but it’s simply unacceptable for consumers to wait months to get their money back.”
Travlaw senior counsel Stephen Mason suggested the CMA was “putting the cart before the horse”. He said: “If the problem of refunds from suppliers didn’t exist, refunds to consumers wouldn’t be a problem.”
Fletcher acknowledged FCDO advice “is a strong indicator” of the right to cancel, but declined to say how far ahead of departure consumers could cancel and receive a refund, saying: “It’s not helpful to put a date on it when things are in such flux.”
Mason insisted: “You can’t say three months in advance whether a holiday will be affected. We used to say 21 days. It’s a matter of days now.”
The government continued to advise against travel to amber destinations with transport secretary Grant Shapps insisting: “If it’s amber or red, don’t travel for holidays.” However, he urged: “Be patient. I don’t think people have long to wait before other countries join the green list.”
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