Alert message sent 18/07/2020 12:30:00

Information sent on behalf of Cheshire Constabulary

 Information: Competition & Markets Authority - Package holidays update
The Competition & Markets Authority (CMA) has received over 17,500 complaints from consumers about the difficulties they have faced with obtaining refunds for package holidays that have been cancelled or cannot be performed due to the COVID-19 pandemic.
Under Package Travel Regulations, (PTR) if any element of your package holiday, which includes a cruise, is cancelled, significantly changed, or cannot go ahead because of unavoidable and extraordinary circumstances then you have the right to a full refund of any payments made towards your holiday. You do not have to accept any alternative.
The CMA has now published an open letter to the package travel sector highlighting its concerns and outlining how it expects businesses to comply with the Regulations if package holidays are terminated due to the COVID-19 pandemic.
The full open letter to the package holiday sector is available at:
If you have contacted your holiday provider and you have not received a refund within 14 days, then you should make a complaint (or further complaint) to the CMA via
In addition, if you haven’t received a refund and you have paid any element of the holiday on a credit card, you can request a refund from your card provider under section 75 of the Consumer Credit Act.  If you have paid for the holiday using a debit card, you can ask your bank if you are able to make a claim under their chargeback scheme.
If the holiday company has ceased trading and you have paid any element of the holiday using your credit card you can make a claim for a refund via your card provider. If you have paid using your debit card, contact the bank to check if you can make a claim under their chargeback scheme. You can also make a claim to the Civil Aviation Authority and request a refund, whatever the method of payment used, at:
If you or somebody you know has been caught out by a scam or fraud please contact one of our specialist officers, Linda or Sue on 0151 511 8785 or 0151 511 8775, who are already working with people in Halton who have lost thousands of pounds to scams.
If you need advice on anything else please contact the Citizens Advice Consumer Helpline  or 0808 223 1133

Kind regards
PCSO 21122 Maggie Sumner
Message sent by
Margaret Sumner (Police, PCSO, Widnes LPU)

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