CAA issues guidance on refund credit notes

20th July 2020 by Vincent Gumera

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The Civil Aviation Authority has issued this guidance on refund credit notes.

Refund credit notes will benefit from ATOL protection up until 30 September 2021 if they have been issued between 10 March 2020 and 30 September 2020 for an ATOL protected booking that has been cancelled due to Covid-19.

While offering consumers a refund credit note is acceptable, travel companies must offer a cash refund at the same time. If the consumer chooses a refund credit note, they should have the option to convert it to a cash refund at any point and must do so before 30 September 2021.

Consumers should keep all the original documentation for their ATOL protected booking, including the original ATOL certificate, proof of payment and the booking documents.

There are other conditions which a refund credit note must meet in order to benefit from ATOL protection. If consumers are concerned that a refund credit note they have received does not meet the criteria to be ATOL protected, they should contact their travel company.

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