Tour operator CI Travel Group is issuing cash refunds to customers whose holidays have been cancelled due to coronavirus.
Where it cannot fulfil a booking, the group, whose local brands include Bontour and FlyDirect, is offering clients the chance to amend bookings free of charge or a full cash refund.
‘The safety of our customers is at the forefront of everything we do and these unprecedented times have resulted in difficult decisions which may have led to disappointment for those who have had holidays cancelled,’ said managing director Robert Mackenzie.
‘As a company, we feel that issuing cash refunds is the right thing to do for our clients making the process simple and easy for them whilst maintaining relationships and trust.’
The Jersey-based operator had originally offered credit refunds due to the volume of bookings being managed by the local team. Customers can now get a cash refund, although they may have to wait – staff are working through bookings in date order and this will be the policy for any future bookings affected by the pandemic.
‘This has been a challenging time and the team has been working tirelessly. We are pleased to now have reached a stage where we can offer a full cash refund on those bookings where supplier costs have bene returned in full,’ said Mr Mackenzie.
‘We hope this reassurance means that our clients will come back to book with us again, in their own time, when consumer confidence returns. This may be for later this year or even for 2021, which is already on sale for some brands, offering more flexibility and choice.’
The CI Travel Group customer services team is available to help with any queries between 9am – 2pm Monday to Friday excluding Bank Holidays. Enquiries should be sent to [email protected].
