The Holiday

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IT consultant Alex Hilton and his wife Jenny, and sons, Joe and James

British consumers say they are struggling to get refunds for cancelled trips due to the Corona Virus outbreak.

an IT consultant Alex Hilton and his wife Jenny had planned a Ski holiday in France, with the university friends, she had stayed in contact with over many years.

Last July, she made a reservation for 20 people for a stay in the Chalet Amelia in Val D'isere in April this year.

the total cost of The chalet alone came to £17,000.

The coronavirus lockdown means that you can't go. But you have said that you will not be entitled to a refund or rebooking to the chalet.

"The chalet company says you are open for business, but the ski area is closed, and British Airways cancelled flights to France, so I can't come," says Mr Hilton.

"I think it's really unethical and unfair that the chalet company washes their hands and decide to keep that money completely. "

Mr. Hilton said he is now pursuing a refund on his health insurance.

accommodations open

stay to The accommodation provider in question, the Hampshire-based company Chardons Ltd, operates the Chalet Chardons brand (not to be confused with the Edinburgh-based Le Chardon Mountain Lodges, which also operates in Val d'isere).

The Company says it's deeply apologetic, but is determined there will be no refunds or transfers.

Although non-essential Travel was banned in both France and the United Kingdom on the 24. March.

"We [bat] - our community edition, to forcing us to close our doors, so that we can cancel then, on our customers," says Chardons Ltd. Director Mark Hayman. "The representatives of our municipality deliberately refused to oblige us. "

to ask As a result, the Chalet has had a Chardons, his guests have to cancel your vacation because The Company was advised that it would be against his agreement with the customer if he cancelled The Holiday itself.

Chalets in Val D'isere ski resort in France are not required to be in the vicinity while the coronavirus lockdown

Mr Hayman stressed that anyone who books accommodation, Chalet Chardons must have adequate Travel Insurance .

The Company has, therefore, asked his guests to claim on your insurance and the consequences of The Foreign & Commonwealth Office (FCO) guidelines advice against non-essential Travel , to avoid insurance claims will be null and void.

"We understand that this refund difficult times for all, but as a small family company, we have the financial resources to allow us to give all of our guests and remain solvent.

"In The Event of non-payment by the insurer, we would try and find a fair solution with The Guests , but we would not always report to still be able to, because the means to do so are missing. At this point in the season, the majority of our costs have already been incurred, and We Are unlikely to be able to save you," says Mr Hayman.

But Mr. Hilton did not agree: "Our holiday is the penultimate week of the ski season. You say you would be out of the bag, but in fact, they are clearly in the pocket in this situation.

"not even offer a part of a refund is extremely poor. "

"Really stressful,'

struggling, Many consumers who have booked package holidays that were deleted, are also, to a refund, in The Event that The Holiday began just before the FCO.

newlyweds David and Natalie Rogers, of Dudley, saved for two years for your dream honeymoon safari trip in Kenya.

your flight was on 15 March, and although Kenya announced President, quarantine measures and the suspension of traveling to the country to this day, neither the FCO nor the Kenyan Airlines advice.

The couple felt they had to get on The Flight , or the face told by Virgin Holidays that they can show no claim on a holiday or on a remuneration, because they have not managed to.

they made it to Kenya, but after only a few hours of your flights have been changed, and she flew Back To the UK The Next morning.

David and Natalie Rogers had cut their honeymoon short after only a few hours

Mr Rogers said the couple had to experience a "really stressful", if you are trying to contact Virgin Holidays for a refund or rebooking of their honeymoon.

"We were pretty angry about the fact that you have to wait on hold for about eight hours and a message on The Line to say that, should the passengers have already received a voucher for their missed holiday. It just felt like we already forgot. "

On top of this, Virgin Holidays , told the couple that it would not spend a refund or a rebooking, and they would have to claim from your insurer.

keep The couple spent hours on to your insurer, only to be told that The Package -holiday operator is legally responsible.

Virgin Holidays initially said it would not be offering the couple a full refund, because they had managed to leave the UK for a short period of time.

But, after intervention by The Bbc , The Company decided a full refund "as a gesture of good will."

A Virgin Holidays spokesman said: "We understand the disappointment for all the customers, their holiday was Cut Short by the British government to consult and will be happy to help, the affected customers will receive a refund for unused elements of your holiday, such as the cost of the property.

"Because of the confirmation from the suppliers, such as hotels, may not always be possible, we can refer customers to with your Travel insurer at the same time, to ensure that swift a result as possible. "

mass refunds

the rights of the consumer group, Which? it says hundreds of complaints from out-of-pocket holidaymakers received.

"at a time when you might urgently need The Money , package tour providers have not only the right thing to do to your customers, but also fulfill your legal obligations and ensure the processing of refunds should your customers ask for," said Rory Boland, editor of Which? Travel .

Abta is warning that the Travel industry might collapse if forced to, the refund of cancelled holidays within 14 days

But The Holiday industry is facing its own financial pressures - the Travel agents " group, ABTA is an urgent appeal to the government to extend the 14-day period for the cash back payment.

It says agents and tour operators are kindly requested refunds on a "mass scale" within 14 days, while you wait for money back from the airlines and hotels have closed because of the pandemic.

"It is in nobody's interest for normal, healthy, viable company going bust," says ABTA chief executive Mark Tanzer. "Hundreds of thousands of jobs are At Risk and the British taxpayer have to refunds The Bill for the customer, if there is an industry-wide collapse of the Travel company. "

But What? Travel policy says The Package tour operators have to follow, and.

"We want to encourage The Holiday makers to have the possibility to change or accept a voucher, but package tour operators must inform their customers about their right to a refund and the process, if it is the preferred option," says Mr Boland.

"the airlines and the hotels must also facilitate the customers money for cancelled holiday agents and package providers this process. "

Update 15. April 2020: This story has been updated to make it clear that the couple plan to visit the Chalet Amelia pursue reimbursement with your insurance company and further Details of Chardons Ltd in the response.

personal finance, travel & leisure industry, coronavirus pandemic, travel insurance

Source of news: bbc.com