The consumer champion asked 23 travel operators and airlines to confirm their policy for customers who have holidays booked but are then told to self-isolate by the NHS coronavirus tracking system, and found that only a handful said that they would let the customer reschedule.
Currently, the government is advising against all but essential travel. When this rule is relaxed the NHS’s ‘test and trace’ system is regarded as vital in allowing the country to get back to normal and avoiding a second wave of the disease.
It will mean that anyone who has been in close proximity to someone who has tested positive for Covid-19 may be asked to self-isolate for 14 days – leaving those with holiday plans no longer able to travel.
However, when Which? asked major holidays firms whether customers would be able to receive a refund or rebook at a later date for no extra cost, not all operators were forthcoming.
Some major firms, including Lastminute.com and easyJet holidays, did not respond to Which?’s inquiry.
Travel Republic and Loveholidays said that customers should check their insurance policies and would be subject to their usual cancellation terms, which would only provide free amendments if their partnering suppliers allow.
Expedia also suggested that rebooking would only be available if this is already part of the hotel or airline’s policy but added that they ‘would do their best to help’.
On the Beach and Kuoni did not confirm their policies but told the consumer champion that they would continue to support customers where possible.
Which? found that 10 airlines and holiday providers would allow customers who were told to self isolate to rebook. These are: Air France / KLM, British Airways, Emirates, Explore, Jet2 and Jet2 Holidays, Riviera, Tui, Ryanair, Saga and Virgin Atlantic.
Explore said they would also offer at least a partial refund in some circumstances.
Many of the operators unable to guarantee customers the option to reschedule, including Travel Republic and Loveholidays, said that customers would need to check their travel insurance, but when Which? spoke to the Association of British Insurers, it said that ‘Self-isolation may not be covered if there are Covid-19 exclusions in policies’ which almost all travel insurance policies sold since the lockdown began now have.
The Department of Health and Social Care, which is responsible for track and trace, warned that travellers could also be asked to delay their return home if they have potentially been exposed to someone infected with Covid-19.
If somebody on a plane is later discovered to have had Covid-19, those sitting within two metres will be asked to self-isolate for 14 days. However, flight crew and passengers sitting further away on the plane will not.
Which? is concerned that as self-isolation for those contacted by the test and trace system is voluntary, there is the risk that customers who have paid large amounts and can not rebook a trip might decide to travel anyway. This could potentially put everyone they come into contact with, including fellow passengers, cabin crew and people at their destination, at risk.
Which? believes that holiday firms must show flexibility to customers if they want to regain consumer confidence and get holidaymakers booking again, safe in the knowledge that they can amend or reschedule if and when they need to.
Rory Boland, Which? Travel Editor, said: “For trust in the travel industry to be restored, firms must be willing to show their customers more flexibility. It is not good enough to state that usual terms apply and deny people the chance to rebook if they are told to self-isolate.
“It is important that anyone told to stay home by the NHS follows these instructions, and those with travel plans will need to speak to their travel operator and work out what their options are.
“People looking to book soon will also need to pay attention to terms and conditions or choose an operator that will let them reschedule their holiday if they need to, without leaving them out of pocket.”
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