You are here: Home - Insurance - News -

Refund farce at Virgin, Loveholidays and Ryanair

0
Written by: Emma Lunn
08/07/2020
A MoneySavingExpert.com survey has revealed a stark divide in the way different travel firms have treated customers over Covid-related refunds.

The survey found Virgin, Loveholidays and Ryanair ranked worst out of the major brands, with smaller players Alpharooms, Jetline and Teletext Holidays also performing badly.

MSE ran the survey between 30 June and 6 July to find out how airlines and holiday companies have dealt with refunds for trips customers couldn’t go on due to the coronavirus.

The survey had more than 77,000 responses and aimed to find out how people felt about their ‘refund experience’, by asking them to rate it as ‘great’, ‘OK’ or ‘poor’, and whether they actually got one.

The worst travel companies for refunds

Ryanair  scored the worst of the major brands at a net score of -89% (worked out as the 1% who rated it ‘great’ minus the 90% who deemed it ‘poor’). It was joined at the bottom of the table of big players by Virgin Atlantic and Virgin Holidays on -88% and Loveholidays on -81%.

These three firms were also among the worst in refunding people at all, with 4% or fewer of their customers saying they’d had a refund to date.

The majority of Virgin Atlantic and Ryanair customers also said they’d been waiting more than two months for a refund since first asking.

Some smaller players fared even worse. Of firms that received at least 100 responses, travel agent Alpharooms came out bottom with a net score of -99%, followed by Jetline (-97%) and Teletext Holidays (-96%).

The best travel companies for refunds

At the other end of the scale, Travel Counsellors managed an impressive net score of +84%. It was closely followed by Trailfinders (+81%) and both Jet2 brands (+79%, +77%), all of which have shown a big improvement since the last time MSE did this survey, in May.

Martin Lewis, MSE founder, says: “This refund farce has now gone on too long. The pandemic has been a torrid time for millions, who have faced huge financial shocks. Having thousands of pounds tied up on what was once a dream, has turned into a nightmare. It’s left people in distress and some will have seen their mental health impacted.

“It is time for regulators and politicians to take action. Even now, after months, less than a third of people in our mammoth survey have received the full (usually) legally required refunds, and it simply isn’t good enough. We will be passing a dossier on this to the Competition and Markets Authority (CMA), Civil Aviation Authority and Department for Transport.”

A study by Which? in April found some airlines and package travel providers were refusing to provide refunds, in a breach of their legal obligations to their customers. Others were providing vouchers or credit notes – which could be worthless if holiday firms run into financial trouble.

There are 0 Comment(s)

If you wish to comment without signing in, click your cursor in the top box and tick the 'Sign in as a guest' box at the bottom.

The savings accounts paying the most interest

If one of your jobs this month is to get your finances in order, moving your savings to a higher paying deal i...

Coronavirus and your finances: what help can you get in the second lockdown?

News and updates on everything to do with coronavirus and your personal finances.

Everything you need to know about being furloughed

If you’ve been ‘furloughed’ by your company, here’s what it means…

What will happen if rates change

How your finances will be impacted by a rise in interest rates.

Regular Savings Calculator

Small regular contributions can build up nicely over time.

Online Savings Calculator

Work out how your online savings can build over time.

Having a baby and your finances: seven top tips

We’re guessing the Duchess of Cambridge won’t be fretting about maternity pay or whether she’ll still be...

Protecting family wealth: 10 tips for cutting inheritance tax

Inheritance tax - sometimes known as 'death tax' - can cause even more heartache for bereaved families. But th...

Travel insurance: Five tips to ensure a successful claim

Ahead of your summer holiday, it’s important to make sure you have the right level of travel cover or you co...

Money Tips of the Week

Read previous post:
Men more ready for unexpected expenses than women

More British male employees are confident that they could handle a major unexpected expense than female employees, according to a...

Close