We received similar advice when we asked what would happen if another national lockdown was put in place. Thinking of booking a holiday? See our eight dos and two don'ts for booking during the Covid-19 crisis. Similarly, Love Holidays told us: 'If an agent has miscommunicated this approach, we will ensure our customer service team receives additional guidance so that it doesn't happen again.' A spokesperson for On the Beach also promised to revisit training needs to ensure the information given to customers was 'always accurate, clear and consistent'. A spokesperson added: 'We welcome the feedback and will undertake a fresh programme of cross training to ensure all of our sales team effectively communicate the latest package holiday refund rules.' TravelUp told us that our calls may have 'overflowed' to the wrong team because of the volume of calls it was receiving. So why did their sales reps consistently get it wrong? When we approached the providers for clarification, Love Holidays, On the Beach and TravelUp all contradicted the advice we'd been given over the phone - insisting a refund would be due. Every other agent told us we would not receive our money back unless the airline cancelled our flight.

That's despite the Package Travel Regulations stating that customers must be offered a reasonable alternative or a refund if an 'unavoidable and extraordinary circumstance' will significantly affect the performance of their package holiday. Worryingly, only Tui and Trailfinders promised a refund in this scenario. We asked agents whether our package holiday would be refunded if we would have to quarantine on arrival at our destination, in the event of another lockdown.

Read more about the traffic light system in our Q&A. This week the government is set to unveil its green list of countries that travellers can visit without quarantine restrictions. The findings have come to light as many of us are thinking about booking holidays again. Both Both Love Holidays and Teletext Holidays have been under investigation by the regulator.

Which? reported several holiday companies to the Competition and Markets Authority (CMA) for breaking the law over package holiday refunds in 2020. Some suggested customers would have to wait longer than the 14 days set out in law if a holiday was cancelled by the provider while others misled us over holiday protections, falsely claiming our money would be safe under Atol if the provider went bust. Some of the UK's largest holiday companies told Which? Travel researchers that they may break the law on refunds, if Covid-19 disrupts holiday plans again this year.Īgents for Love Holidays, On the Beach, Teletext Holidays and TravelUp told our mystery shoppers that they weren't entitled to a refund if the country they were travelling to introduced a requirement to quarantine.

Teletext holidays hidden costs