Travel Up to Waive all Administration and Cancellation Fees Amidst Coronvirus Outbreak

Travel Up to Waive all Administration and Cancellation Fees Amidst Coronvirus Outbreak

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Lisa Mori started this petition to Travel Up Group PLC and CEO Ali Shah

Join in signing this petition in an attempt to get Travel Up to provide FULL refunds and waive their administration and cancellation fees on pre-existing flights/hotels/packages that have been booked and paid for but have now been cancelled due to the Coronavirus Pandemic.

Travel Up is creating extra stress and financial burden on their customers by insisting on charging fees on flights/hotels/package holidays cancelled by airlines and hotel companies. The airlines and hotel companies have not charged fees themselves.

The fees charged appear to differ between customers - some are being charged £75pp plus 2% of all costs paid, others charged £50 per booking, others are not charged any fees. The continued lack of transparency and consistency is astounding (this issue is still ongoing as of 26.05.2020 even with intervention from Sky Scanner).

As a result, as well as a lack of communication and slow refund process, Travel Up now rate as 52nd out of 53 travel companies. Please note that the 53rd company on the list, Travel Trolley, has since decided to provide FULL refunds to their customers with no admin fees charged.

https://www.moneysavingexpert.com/news/2020/05/mse-travel-survey-results/

As per law, if the airline/hotel cancels a flight/booking regardless if this is the suspension of service, the customer is entitled to a FULL refund. In addition, consumer legislation states the customer is entitled to a full refund for non-service of goods. 

Furthermore, Aviation law specifically EU261/2004 article 8 Right to Reimbursement states that customers are entitled to a full refund within 7 days of cancellation notification. 

Other articles:

https://www.mirror.co.uk/news/travelup-passengers-furious-changes-refund-21950728

https://www.getreading.co.uk/news/business/reading-travel-company-slammed-after-18118852

https://www.telegraph.co.uk/travel/news/travel-up-terms-and-conditions-cancellations/

Travel Up have given the justification that they have provided a service through making bookings and providing refunds hence why they are charging the extortionate administration/ cancellation fees (which appear to be made up and change for every customer). However, if, for example, a person purchases an item online and returns it, that person is not then deducted a fee for using the website or the cost of the person picking the goods in the warehouse. There is simply the price paid and the same amount refunded. This is the cost of doing business.

No one is going to be a winner in any of this, this is a worldwide pandemic that we are all experiencing, but customers should not be punished and lose money when we did not cancel our trips. In a time of financial uncertainty, many people are not in a position to absorb these administration fees to prop up a business who can apply for financial support by other means. Please assist in helping people make the right decision for global public health.

After customer petitioning, Travel Trolley and The Flight Centre companies revoked their administration fees. Hopefully, Travel Up will see sense and do the same before they sadly lose a large group of loyal customers forever.

PLEASE SIGN AND SHARE TO HELP US GET OUR MONEY RETURNED.
 

0 have signed. Let’s get to 1,000!
At 1,000 signatures, this petition is more likely to be featured in recommendations!