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Non-EU tour operators accused of illegal booking conditions
AITO director Noel Josephides has hit out at non-EU companies selling travel packages in the UK with ‘illegal’ booking conditions.
Speaking as the Competition & Markets Authority (CMA) launched a new campaign to encourage travel companies to improve the clarity of their terms and conditions, Josephides said there had been a ‘stealthy infiltration of non-EU organisers’ into the UK market.
He said these companies’ booking conditions are ‘frankly, illegal’. "There are far too many companies attempting to market illegally to UK consumers from outside the EU, and we must fight back," said Josephides.
"What the CMA rightly frowns upon is a resale of any cancelled holiday, the proceeds of which are not credited to the customer who cancelled. Consumers should be alert to this fact and insist upon their rights in such circumstances.
"By far the easiest way to ensure fair play is for holidaymakers to book with UK companies."
However, the CMA also appears concerned that companies, both in and outside the UK, refuse to refund holidaymakers’ deposits when they are forced to cancel for reasons outside their control, such as illness or the death of a family member.
Josephides said: "In Europe, because no-frills airlines do not allow cancellations once booked, tour operators basing their holiday packages on such services often have to take full payment for the air portion in addition to the normal deposit.
"As long as the customer is informed of this fact, it would be unreasonable to accuse the tour operator of sharp practice."
Rory Boland, Which? Travel Editor, said: "Having to call off a long awaited trip away is bad enough, but it’s made even worse when holidaymakers are forced to hand over large sums of money unexpectedly because the cancellation policy is unfair, unclear or buried deep within the terms and conditions.
"It’s time for travel firms to up their game. If they continue to fail to treat their customers fairly, the CMA should not hesitate to take the enforcement action needed to stop people from getting ripped off."
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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