Companies need to provide comprehensive advice to customers on everything from a country’s traffic light category, Foreign Office advice and requirements for returning to the UK, to the health requirements and restrictions in destinations.
Themis Advisory director Jo Kolatsis said travel advisors should check: “Is a reason needed to travel or to enter the destination? Is there a testing requirement? Is there testing on arrival? Is there are requirement to quarantine? Are there restrictions in place in the destination or restrictions on services?”
She told Abta’s recent Travel Law Seminar: “It’s the responsibility of the traveller to be aware of the requirements, but there is an obligation on the agent or travel organiser to provide the information.”
Kolatsis added: “Things can change after they book so include [information on] cancellation and amendment rights. If the traveller can’t enter the destination, they should expect a full refund. If there is a requirement to quarantine in the destination, that would trigger a full refund.
More: Travel firms start to rehire staff as industry recovers
Travel firms urged to offer flexible working as result of Covid
“If restrictions are in place, can the trip proceed as planned? You would need to look at that case by case. A requirement to wear face masks would not be significant, but an evening curfew could be.”
She argued: “You should advise customers to have travel insurance that covers Covid-related issues. If a traveller contracts Covid-19 in the destination, that is insurable. There is an obligation to provide support in resort, but the traveller should have insurance. Customers need to make sure they have the right cover.”
Having to quarantine in the UK on returning from holiday “would have no bearing on delivery of the package so would not trigger a refund”, she said.
Kolatsis advised: “Communication and transparency will be key. Be flexible where you can [and] be aware the Competition and Markets Authority [CMA] is taking an active interest in the sector.”
Asked what information should be given to customers making bookings for next year, Kolatsis said: “Who knows what will happen next year. You have to give the information as it stands. [But] it will be an easier conversation [later] to say restrictions no longer apply.”