Thomson and First Choice to rescue stranded XL holidaymakers

TUI Travel operators Thomson and First Choice estimate that 10,000 XL Leisure Group holidaymakers have been left stranded without financial failure protection.

Managing director Dermot Blastland said: “Unlike customers who booked with package tour operators, customers who booked with scheduled airlines, low cost airlines and online intermediaries often do not have the benefit of financial protection.

“This means that, in the event of a failure, customers may be stranded overseas or unable to get their money back.

“We estimate that more than 10,000 people have travelled without ATOL protection and could be stranded if we and others don’t step in to help.”

He reiterated calls for the government to introduce industry-wide consumer protection measures.

“For quite some time, we have been lobbying the government to recognise the need for a level playing field for all providers of overseas leisure travel arrangements,” said Blastland.

“We are frustrated with the government for not stepping in sooner which means we are now faced with a situation whereby those passengers who were not ATOL protected, need our assistance with repatriation and will have to pay for their flight seats home.”

As angry XL travellers tried to make alternative travel arrangements, transport secretary Ruth Kelly issued a statement saying: “I have been holding discussions with my officials about this situation and both they and the Civil Aviation Authority have been monitering developments and putting rescue plans into action.

“The CAA have a wealth of experience in dealing with these sorts of situations and are puttting systems in place to get people home, while the government stands ready to provide the CAA with operational assistance should they need it.

“The industry has reacted well to this collapse of a major tour company and are assisting the CAA with the recovery of plans to ensure that affected passengers are repatriated as soon as possible.”  

Thomson and First Choice said they would do everything possible to assist passengers on ATOL-protected flights or holidays, whether it be by aiding their repatriation or helping those who are yet to travel in arranging another holiday and claiming a refund.

“We will also where possible do our utmost to assist with the repatriation of those who booked a flight-only or a dynamic package and were not protected.

“If available, they will be able to purchase seats home on our flights.”

XL customers currently overseas will be able to continue with their holidays as planned.

“We are currently organising the repatriation of customers who booked ATOL bonded packages and are stranded in Spain, Portugal, Bulgaria, Sardinia and Egypt and these flights will take place as close to the passengers original departure dates as possible.

“Our overseas teams will be working closely with the existing XL representatives in resort to facilitate the repatriation of customers back to the UK.”

Customers with XL forward bookings made through Thomson and First Choice agencies are being advised to take confirmation of their booking to any branch.

“Our retail team will be able to arrange an alternative holiday for them and assist with claiming the refund for their XL holiday or flight,” the statement said.
 
“Customers who have booked with another travel agent are advised to visit the travel agent that sold them the holiday who can look at other options with First Choice and Thomson Holidays. Again both businesses will assist with the refund and arrange the paperwork on behalf of the customers.”

A helpline for those not near a First Choice or Thomson shop has been set up at: 0871 231 5704.

Paul Riches, youtravel.com sales and marketing director, said: “At times like this it is crucial that all elements of our industry pull together to help salvage what is possible.

“We’re working very closely with our agent partners and are doing everything we can to assist them with rebooking.

“We are being as flexible as possible to ensure as many customers get away on holiday as they planned to.”

by Phil Davies