Truly Holdings Ltd has agreed to a schedule of repayments, where customers who are still owed cash refunds for bookings cancelled due to the COVID-19 pandemic on or before 31 July 2020 will be refunded by 30 June 2021 customers with bookings cancelled between 1 August 2020 and 31 October 2020 will be refunded by 31 July 2021 and customers with bookings cancelled between 1 November 2020 and (inclusive) will be refunded by 31 August 2021. Truly Travel Limited and Alpha Holidays Limited (which trades as ) are both subsidiaries of Truly Holdings Limited. Teletext Holidays is the trading name of Truly Travel Limited, which is a subsidiary of Truly Holdings Limited. The CMA has also written to over 100 package holiday firms to remind them of their obligations to comply with consumer protection law, and warned package holiday companies to respect the refund rights of holidaymakers ahead of the summer period.įurther information on this case can be found on the COVID-19 cancellations: package holidays web page.
Today’s announcement follows significant action by the CMA in relation to holiday cancellations during the coronavirus (COVID-19) pandemic, including securing refund commitments from LoveHolidays,, Virgin Holidays, and TUI UK. In addition, Teletext Holidays and Alpharooms package holiday customers who have not received cash refunds but who have Refund Credit Notes for their cancelled trips, which have not expired or been redeemed, should receive an email from the company shortly, asking them to confirm whether they want a refund. If the firm fails to repay customers according to the undertakings, the CMA is prepared to take it to court.Ĭustomers waiting for their money back should visit the Teletext website or Alpharooms website from 28 May, where there will be dedicated pages explaining the process regarding refunds and a webform enabling customers to request a cash refund.
To ensure that the company adheres to its commitments, it has agreed to provide the CMA with regular reports on the progress of its repayments.
#TELETEXT HOLIDAYS UK FULL#
The company has also committed in its undertakings to refunding in full within 14 days any package holidays it cancels due to the COVID-19 pandemic going forward. The timeframe that has been agreed balances the challenges experienced by the travel sector as a result of the pandemic with the need to get customers their money back in full as quickly as possible. Having carefully reviewed Truly Holdings Ltd’s financial information and how quickly it can realistically make the repayments, the CMA has accepted its commitment to pay back all customers owed refunds by 31 August 2021 at the latest. With international travel resuming and many people considering long awaited trips abroad, all package holiday firms must give refunds within 14 days where these are due, and should also provide clear cancellation information, so that no one else is unnecessarily put through this ordeal. Companies should be doing the right thing without the threat of court action.Īs a result of our work, customers who have waited many months for their money back from Teletext Holidays and Alpharooms will now receive a full refund. There’s no excuse for travel firms to delay refunding customers what they are legally owed, even in these extraordinary times. This includes a repayment schedule that prioritises refunds to customers with the longest-standing claims.Īndrea Coscelli, Chief Executive of the CMA, said: Truly Holdings Ltd has now signed formal commitments, known as undertakings, that ensure affected customers still owed a refund will get their money back.
On 30 April, the CMA informed Truly Holdings Ltd, the company that operates Teletext Holidays and Alpharooms, that it was preparing to take court action against the firm for over £7 million in outstanding refunds owed to its customers. This showed that people were not receiving refunds they were owed within 14 days, as required by law, for package holidays cancelled by the company due to the pandemic. The Competition and Markets Authority (CMA) opened an investigation into Teletext Holidays and its sister travel operator, (Alpharooms), on 4 February after receiving hundreds of complaints.
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