Consumer champion Which? is warning holidaymakers to hold off booking trips abroad until more details become clear.
Rory Boland, Editor of Which? Travel, said:“Millions of people will be excited to know their next holiday abroad might not be too far off, but the current guidance leaves too many questions unanswered about important aspects of foreign travel – so we would advise consumers to hold off on booking a holiday until the details become clearer.
“Apart from not knowing where we can go and when, the government has also warned that countries will be moved between green, amber and red. Until it details how these changes will take place, consumers face the risk of 10 days quarantine and paying for additional tests, or worse, having to pay £1,750 for hotel quarantine.
“There also remain questions over what the total cost of testing will be for trips, which currently runs into the hundreds of pounds, and what steps will be taken to ensure testing is affordable and accessible. It is vital that the government provides clarity on these issues before people think about parting with their money.”
91% of travelers would be comfortable using digital health passports to help restart travel, according to new Amadeus-commissioned traveler research.
The study, commissioned by Amadeus and delivered by Censuswide, provides encouraging news for the industry, with 41% of travelers keen to book international travel within six weeks of restrictions lifting
The study demonstrates the importance of understanding traveler concerns around privacy, ease of use and security
As governments and the travel industry explore the benefits of digital health passports, the message from travelers is clear: digital health passports can be a vital tool in opening up travel.
The study found that just over 9 in 10 (91%) travelers surveyed said they would be comfortable using a digital health passport for future trips.
This encouraging research provides an incentive to accelerate plans for digital health passports that will help to address traveler concerns. The study provided further good news for the industry as just over 2 in 5 travelers (41%) said they would book international travel within six weeks of restrictions lifting, demonstrating that the appetite to travel remains high.
The survey of 9,055 travelers in France, Spain, Germany, India, UAE, Russia, Singapore, UK and US also contained a note of caution for the industry with over 9 in 10 (93%) travelers having some concerns around how their health data for travel would be stored.
When asked about the receptiveness to storing and sharing digital health data, survey results show:
· Just under three quarters (74%) of travelers surveyed would be willing to store their travel health data electronically if it enabled them to pass through the airport faster with fewer face-to-face interactions
· Over 7 in 10 (72%) travelers surveyed would be willing to store their travel health data electronically if it enabled them to travel to more destinations
· 68% of travelers agreed they would be more likely to share their health data if the airlines they most frequently travel with offered a way to store their travel health data.
Although receptiveness to sharing data is high, the travel industry needs to consider traveler concerns around the use of data. The three main concerns travelers have are:
· Security risks with personal information being hacked (38%)
· Privacy concerns around what health information needs to be shared (35%)
· Lack of transparency and control over where the data is shared (30%).
The survey also explored what solutions might alleviate concerns around digital health data and travel in the future and results showed:
· 42% of travelers said a travel app that could be used across the whole journey would greatly improve their overall travel experience and reassure them their information is all in one place
· 41% of travelers agree a travel app would reduce their stress around travel
· 62% of travelers would be more likely to use an app to store their health data if a travel company partnered with a trusted healthcare company.
The research is the second in a series of traveller surveys, where Amadeus takes a regular checkpoint on traveler sentiment and concerns to help the industry rebuild travel in the most effective way.
The 2020 Rethink Travel survey revealed how technology can help to increase traveler confidence and Amadeus revisited this question to see how traveler confidence has changed since September 2020. 91% of travelers now say that technology will increase their confidence to travel, an increase from 84% in September 2020.
When asked which technology would increase confidence to travel in the next 12 months, mobile solutions were highlighted as a popular option, with the top three technologies including:
· Mobile applications that provide on-trip notifications and alerts (45%)
· Contactless mobile payments (e.g., Apple or Google Pay, Paypal, Venmo) (44%)
· Mobile boarding (e.g., having your boarding pass on your mobile phone) (43%)
Decius Valmorbida, President, Travel, Amadeus, says:“There is no doubt that COVID-19 will continue to shape the way we travel for the months ahead, just as it influences so many other areas of our lives.
“Yet while there are still uncertainties, research like this reinforces my optimism that we will build back travel better than before. Collaboration across governments and our industry is the key to restarting travel, as we deliver on traveler expectations outlined in this Rebuild Travel digital health survey, deploying the right technology to enable a truly connected and contactless journey.”
Christophe Bousquet, CTO, Amadeus, comments,“This study highlights once more the key role that technology will play in rebuilding travel.
“We’ve seen a shift since our last survey, as travelers now place more focus on mobile and touchless technology, crucial areas that will clearly strengthen traveler confidence.
“It’s also very relevant to see that travelers are open to digital health passports and sharing their data as they move through the journey, once the right safeguards are in place. At Amadeus, we’re committed to rebuilding a better industry, together with our customers and partners.”
To gather more insights into how the travel industry can rebuild, Amadeus, a global leader in travel technology, commissioned research to learn more about travelers top concerns around digital health data, their comfort levels with sharing and storing their data, and the solutions that may help to alleviate their concerns for future travel.
The eco-friendly way to see the best that the UK and Ireland has to offer
We are set for another summer of staycations, calling for experiences even more off the beaten track to discover the UK and Ireland’s natural beauty and spread the tourism wealth.
With an increased demand for sustainability-focused, eco-travel, Rabbie’s continues to expand its domestic travel options without sacrificing its excellent green credentials.
Rabbie’s ensures that the places we love are there for future generations to enjoy and advocates ‘taking only photos and leaving only footprints’. Explore the best of what the UK and Ireland has to offer – its wildlife, vistas, delicacies and rich history – all while actively preserving its future …
Visit the sandy beaches and crystal-clear waters of your dreams, but in Scotland:
After so long spent at home, the far-flung islands and dolphin-spotting on the three-day tour of Lewis, Harris and the Outer Hebrides are a welcome escape. Visit the incredible Luskentyre beach known for its tranquil waves, white sands and Loch Braun, home to native whales and dolphins.
This area of outstanding natural beauty comes with a rich history, with Viking relics left behind from over 800 years ago, including the Callanish standing stones to visit as well as the opportunity to experience life as a highlander at the centre of traditional crofting, Arnol Blackhouse. The tour departs from Inverness, and costs from £209 per person.
Hiking through the delightful depths of Derbyshire and rewarding yourself with a delicious Bakewell tart:
Derbyshire is England at its most quintessential, full of quaint cottages and luscious rolling hills. On the Derbyshire, Peak District & Poole’s Cavern tour, visit Castleton, nestled in the hills and the Celtic settlement with former ruins located nearby on the hill of Mamtor.
After a hike to one of the most photographed spots of the county at Monsal Head, tuck into lunch in Bakewell, home of the iconic almond puddings. ‘The cherry on top’ of the afternoon consists of a visit to Poole’s Cavern, a limestone cave system previously marvelled at by Mary Queen of Scots, full of stalagmites and stalactites.
Take a bite out of English history and embrace the natural awe of the UK whilst staying carbon-neutral. The one-day tour, departing from Manchester, costs from £39 per person.
Take in the soaring mountains, spectacular wildlife, and mystical history of Ireland’s West Coast, with nothing in between you and the Atlantic:
A jam-packed three days full of the Emerald Isle’s less visited, awe-inspiring wonders such as the Cliffs of Moher and Connemara National Park. On the West Coast Explorer Tour, Rabbie’s transports guests to a world of dungeons and dragons at Dunguaire Castle, and natural beauty spots such as the Cliffs of Moher and Lough Corrib’s scenic shores which were captured in “The Quiet Man”.
Of course, no trip to Ireland would be without a tipple, enjoy a drink at Locke’s Distillery, the oldest in the world as well as a bite to eat in the foodie hub of Galway. Departing from Dublin, the three-day tour costs from €309.00 per person.
With social distancing measures in place, reduced group sizes and increased cleaning measures, Rabbie’s offers worry-free journeys so you can enjoy a sustainable staycation without concerns.
Which? reveals the UK’s best and worst motorway service stations
Gloucester and Tebay services have been named Britain’s best service stations, while Bridgwater in the south west of England has been ranked the worst, according to a new survey from Which?.
As UK holidaymakers prepare to hit the road this summer, the consumer champion has revealed the country’s best and worst service stations for a pitstop on the way to their destination.
Which? surveyed more than 2,700 members covering around 5,600 experiences at almost 70 motorway service stations across the UK. Members rated them on various criteria, including range of facilities, prices, and ease of social distancing.
Though some respondents dismissed service stations as “all the same”, the survey found stark differences across the country – particularly with regards to cleanliness. The best and worst ranked services were only an hour’s drive apart on the M5, showing the value of planning ahead when it comes to taking a break on a long journey.
The top three service stations all belong to Westmorland. Gloucester (on the M5), Tebay (on the M6 at the edge of the Lake District) and Cairn Lodge (on the M74 in Lanarkshire) ranked first, second and third in the table, respectively.
Gloucester received the top score of 86 per cent, scoring five stars for cleanliness, range and quality of its shops and food outlets, as well as its range of facilities.
One visitor described Gloucester services as “as far from a typical motorway stop as you can imagine”, where customers can enjoy home cooked meals and buy local produce from the “fabulous” farm shop.
Tebay received similar praise, with a score of 83 per cent and plaudits for the freshly prepared food on offer in the restaurant and for sale in the farm shop, while Cairn Lodge was given a score of 69 per cent.
At the other end of the table was Bridgwater on the M5, owned by Moto. The service station received a dismal score of 32 per cent, and was awarded just one star in every category.
Recent visitors described it as “dirty” and “depressing”, and others complained of a urine smell and toilet paper strewn on the floor. Another simply said it “should be demolished”.
Welcome Break was responsible for half of the 10 service stations at the bottom of the table – more than any other brand.
Its service station in Gordano came just ahead of Bridgwater, with a score of 40 per cent, while its services in Newport Pagnell (41%), Keele (42%), London Gateway (45%), and Birchanger Green (45%) also populated the bottom 10.
Even its highest scoring service station, found in Warwick, scored a decidedly average 57 per cent.
Roadchef runs three of the services listed in the bottom 10, including Watford Gap on the M1 (43%) and Sandbach on the M6 (42%), both of which earned a dismal one star for their range of facilities and just two stars for cleanliness.
Often, drivers can have a much better experience by planning ahead to ensure they stop at one of the better service stations on their route. For example, those driving north on the M6 between junctions 36 and 39 have the choice of stopping at Tebay or Killington Lake, scoring 83 per cent and 52 per cent, respectively.
The two stations are just 12 miles apart, with both benefiting from picturesque surroundings – but visitors were much more positive about Tebay than Killington Lake, with customers at the latter complaining of long queues and difficulty in adhering to social distancing.
Meanwhile on the M1, Donington (60%) is far superior to Trowell (46%), as is Cairn Lodge (69%) to Abington (49%) on the M74.
Some domestic travel restrictions in England are set to lift on 12 April at the earliest, when overnight stays at self-contained accommodation will be allowed, with further restrictions expected to ease no earlier than 17 May when hotels and B&Bs will be able to reopen for leisure stays.
Rory Boland, Editor of Which? Travel, said:“The results of our survey show that it pays to plan ahead to avoid some of the UK’s worst motorway services. It could be the difference between a home-cooked meal in peaceful surroundings, or crowded queues in downright dirty facilities.
“Whether you’re zipping down the M5 towards the beaches on the south-west coast, or up the M6 towards the Scottish border, make sure your journey isn’t spoiled by a stop at a shoddy service station.”
Which? is calling for a major overhaul of the UK’s fragmented electric vehicle public charging network to ensure emission-free vehicles are a viable option for all consumers.
The consumer champion analysed the UK’s electric car public charging network and found serious issues within the infrastructure that could deter people from buying electric vehicles.
It found motorists cannot easily use charging networks operated by different providers as they rely on a bewildering array of sub-standard apps and payment methods, and drivers can face unnecessarily expensive charges.
With around 12 million electric cars expected to be on UK roads by 2030, according to the Climate Change Committee, Which? believes the public charging network as it stands is not fit for purpose for the millions of people who will soon depend on it, and is in dire need of reform to ensure it is accessible for all consumers.
More than 30 providers make up the UK’s public charging network, however Which? found almost all require motorists to download a network-specific app, or sign up for a Radio Frequency Identification (RFID) card to use their charge point – a confusing system that would mean drivers planning long journeys would have to ensure they have the right app or RFID for chargers on their route.
Tesla has one of the most affordable networks of ultra-rapid public chargers (120-250kW), but this can only be used by Tesla car owners, dividing the public charging network even further. When Which? asked if Tesla would open its supercharger network to other car brands in the future, the company said it would not make “future-looking statements”.
Tesla also has a network of “destination chargers” with a power output of 3-22 kW, some of which are only available to Tesla models, whereas others can be used by any car with a Type 2 plug. However, these chargers could be opened up to all cars, as Tesla confirmed there is “just a switch inside that makes it [the charging point] universal or Tesla only”.
The UK government previously advised that all rapid chargers built from spring 2020 should allow payment by card – but as it is not legislation, not all firms have installed card payment machines.
According to Zap-Map, fewer than one in 10 (8%) of charge points offer rapid chargers (25-100kW) and allow card payments. Most other types of chargers do not accept cards. Drivers who use chargers and want to pay by card can face additional costs, as some that do accept cards charge more.
BP Pulse, one of the biggest providers in the UK, accepts contactless payments but charges 25p per kWh for those who pay via its website or app and 30p per kWh for card payments. Which? calculated that this 5p difference, using the Volkswagen id.3 as an example, could mean owners paying by card would be charged around £140 extra annually.
While Which? believes it is charging customers more for using a bank card, BP Pulse told the consumer champion: “those who choose to sign up for a free membership receive a discount on their charging costs”.
Motorists could also face higher charging costs if they use a network that charges per minute rather than per kWh, such as Source London.
Using the Volkswagen id.3 as an example, Which? found from Source London’s 7.4 kW charger it would cost £1,012 annually to charge, but this would increase to £1,740 a year from a 22 kW charge point, which costs more due to its faster charging rate, though most cars have a maximum AC charging rate of 11kWh.
Source London told Which? that its prices include on-street parking, which others do not, and that its “price per minute pricing structure is designed to encourage users to disconnect their vehicle as soon as they have finished charging.” It also confirmed customers will still be charged even once their car reaches 100 per cent charge, though overnight chargers are cut off after four hours.
As a first step to reform the public charging network, the government and industry should consider making public chargers universal so motorists need just one app, RFID card and account to access all networks across the UK. While creating a universal infrastructure will have its challenges, Which? believes it is essential to create a simple and appealing network.
Other improvements that should be considered include avoiding single-brand networks from being created, and for Tesla to open its charging points to all EV drivers, as the UK needs more charge points. It should also consider implementing a pence per kWh pricing structure as opposed to charging per minute to ensure drivers are not overcharged and can easily compare costs across different providers.
The government’s ban on the sale of petrol and diesel cars will encourage more motorists to switch to emission-free vehicles, which will play a vital role in achieving net-zero by 2050. However, to ensure motorists can make this transition, the public charging network needs to work much better for consumers.
Harry Rose, Which? Magazine Editor, said:“Millions of consumers will be expected to own electric cars in less than a decade, but the public charging network is disjointed and in dire need of reform to ensure it is a viable option for all consumers, especially those who do not have access to a private charger.
“The lack of universal access to the various charging networks must be addressed and a much simpler pricing structure is needed so consumers can easily compare prices across providers and ensure they are not overcharged.”
Buying an electric car
If you’ve never driven an electric car, you may be surprised by the quick acceleration from a standstill, so take it slowly on your test drive until you get used to it.
You will save money on car tax. Electric cars are exempt from car tax as they emit zero CO2. Also, they are exempt from the ‘expensive car supplement’, which sees most models that cost over £40,000 liable for an extra £310 per year for years two to six of ownership.
If you can charge at home, you’ll want to get a wall box charging point. The UK government currently offers a grant toward buying and installing a wall box, called the Electric Vehicle Homecharge Scheme, which covers 75% of the cost, capped to a maximum of £350. For those living in Scotland, the Energy Saving Trust will provide up to £300 further funding on top of this, with an additional £100 available for those in the most remote areas.
Councillor Lesley Macinnes, Transport and Environment Convener, writes for City Transport & Traffic Innovation (CiTTi ) Magazine on the future of travel in Edinburgh:
Edinburgh is not alone in the challenges it faces. But as a historic, compact Capital, with a unique landscape and, under normal circumstances, a world-beating cultural scene, our response to these must be custom-made.
Here, transport accounts for 31% of carbon emissions, and that’s rising. Poverty rates vary considerably across the city, yet the cost of travel averages at more than £80 a week – 14% of average weekly budgets. Congestion significantly impacts daily journeys, adding up to 41% to travel time during peak hours. And our population continues to skyrocket, with a forecast growth of 12% to 600,000 by 2043.
We simply must adapt if we are to address these issues head on, to achieve our net zero carbon goals by 2030, to improve air quality and provide inclusive, accessible transport options while creating a better place to live. Our next steps will be crucial as we work to make a green recovery from the COVID crisis, helping citizens to return to normality while supporting local businesses to flourish.
In direct response to this, our City Mobility Plan sets out a ten-year plan to deliver a better connected, carbon neutral transport system, a healthier environment and a thriving, inclusive future.
We’ve spent the last three years honing this strategy, engaging closely with the people who live and work here, with partner organisations and with accessibility, active travel, transport and business groups.
We’ve analysed Edinburgh’s specific travel patterns and data as well as drawing from pioneering cities around the world. A major public consultation received significant support for proposals to overhaul movement to and around the city.
For that reason, we know we’ve created a plan which meets people’s needs but also pushes forward with the kind of changes we must make if we are to address the climate emergency and create a better quality of life for everyone.
Of course, as we emerge from the COVID pandemic, we will remain in a period of uncertainty, so the Plan will be flexible to take account of longer-term impacts as they become clearer.
However, over the next decade we’ve committed to delivering a bold programme of policy measures to meet these goals. By encouraging a change in behaviour towards environmentally friendly transport, while providing flexible and affordable public transport fares, we’ll help people to make sustainable choices.
Plans to expand the tram and mass rapid transit network and improve bus routes will further support the transition from private car journeys while introducing ‘mobility hubs’ in communities and a city operations centre to monitor traffic will be pivotal to reducing the impact of polluting vehicles and congestion.
We’ve pledged to create more liveable places less dominated by motor traffic and to build on Edinburgh’s network of walking, wheeling and cycling routes. We’re already a compact, walkable city, where 45% of households don’t own a car – we want to make getting from A to B by foot, bike or wheelchair even easier.
This people-focused approach was brought to life with the publication of new concept designs for the George Street and First New Town public realm improvements project.
The £32m scheme is central to the broader transformation of the city centre and a key element of the City Mobility Plan, and the new designs offer a glimpse of how we can create more liveable places in the city.
Under the proposals, we would turn this car-dominated street into a largely pedestrianised area, with a cycling thoroughfare and places to sit, play and hold events. The designs, which conserve the street’s heritage, have already been well received, and if approved by committee we want to deliver the improvements by 2025.
Our commitment to support 20-minute neighbourhoods as part of the plan will help to create great, liveable places to spend time in too. Thanks to the compact make-up of our city we want to go even further to facilitate 10-minute neighbourhoods, helping people to shift away from longer journeys to active travel and to meet our net zero carbon target.
We’re not starting from scratch with the City Mobility Plan. We’re recognised as one of the most liveable cities in Europe and since the ‘90s we’ve made great strides to enhance transport systems and invest in streets and public spaces.
This ranges from the completion of 95km of off-road cycleways and walkways between 1995 and 1999 to the launch of Edinburgh Trams in 2014 and becoming the first Scottish city to implement a citywide network of 20mph routes in 2018.
Ongoing projects, such as the completion of Trams to Newhaven and the introduction of a Low Emission Zone, put us at the forefront of sustainable transport development.
These have all been ambitious ventures, but we’ve achieved them, or soon will. As we move forward with the next ten years of transport and mobility in the Capital, we want, and need, to be just as bold, for the sake of its future and for the generations of people who will live, work and visit here.
Approximately 2.3 million people across the UK have not received money back for flights they could not take in the last year, with many unable to fly because of national or local lockdowns or restrictions at their destination, according to new research from Which?.
Since the UK went into its first lockdown in the middle of March last year, millions of people have had flight bookings that were not cancelled by the airline, but for reasons that were often out of their control they could not take, meaning that they were not legally entitled to a refund or guaranteed a successful claim through their travel insurance or bank.
Research from the consumer champion has found that approximately 2.3 million people across the UK have been left out of pocket for flights that were not cancelled, despite circumstances often meaning they reasonably – or in some cases, legally – could not travel to their destination.
Under EU 261 regulations, passengers flying on an EU-based carrier or flying from a country in the EU are entitled to a full refund within seven days if their flight is cancelled by the operator, but the regulations do not currently offer passengers any protection if their flight is not cancelled. However, in some circumstances where passengers couldn’t travel, it could be argued that the contract between the passenger and the airline had been frustrated.
Many passengers have been prevented from travelling because of local or national lockdowns, restrictions preventing entry at their destination, or the Foreign, Commonwealth and Development Office (FCDO) advising against non-essential travel.
Passengers in these circumstances would often have only been given the choice of rebooking their flight or losing their money. Rebooking may have meant paying a significant difference in fare if the new flights were more expensive, and trying to choose new dates without knowing when international travel is likely to resume again.
Of those who told Which? they didn’t get their money back, half (49%) claimed they could not travel because of national or regional lockdown restrictions instructing them to stay at home. While during the first national and local lockdowns instructions against non-essential travel were not always written into law, many passengers did not fly due to government guidance.
At the beginning of 2020, Rebekah Evans, from Barry in Wales, booked flights from Bristol to Turkey in October with Easyjet via an online travel agent, costing over £2,000.
Two weeks before their holiday, Vale of Glamorgan entered a local lockdown that was set to be reviewed the day before they were due to fly. Rebekah did not rebook the flights or accept a voucher in the hope that they would be allowed to fly if the local lockdown was lifted.
When the day arrived though, the Welsh government announced a rolling lockdown, instructing people not to leave Wales unless for emergencies. At the time, England was not in a lockdown, so the flight went ahead. Rebekah initially missed out on the opportunity to claim a voucher for the cost of her flight, but since Which? intervened, Easyjet has agreed to offer Rebekah a voucher as a gesture of goodwill.
While travel under this lockdown was not prevented by law, during the November lockdown and under the current national lockdown restrictions, all non-essential travel has been illegal. Despite this, some airlines are currently still operating flights and refusing refunds for those who cannot legally travel.
Ayesha Ellis, from Essex, had flights for her and her family booked with Ryanair to fly to Gran Canaria on February 13th 2021. These were booked almost a year earlier in March 2020, before the UK went into its first lockdown.
Despite the UK’s current lockdown preventing any non-essential travel, the flight went ahead as scheduled.
Ayesha paid more than £1,600 for her flights, but was told if she wanted to rearrange them, she would have to pay a fee of €95 per person per flight. Because the flights were booked before Ryanair dropped its flight change fee, this would have come to a total of €760 more for her family of four, plus the price difference of the new flights. Ayesha, a travel agent, has still not been refunded the £1,600 and told Which? she will never use the airline again, both personally and in her job.
Just over a quarter (27%) of those left out of pocket said they were unable to fly because of restrictions in place at their destination that would prevent them from entering the country.
Stephen Middleton, from Manchester, booked flights with Ryanair to Spain with his fiancée in July 2020, after the government allowed foreign travel again. They were due to fly in August, but paid more than £280 to move the flights to Christmas Eve after it was announced they would have to quarantine on their arrival back to the UK.
But when the time came for them to take their rearranged flight, they were again unable to travel because of restrictions at the Spanish border preventing them from entering the country. Stephen was told he could move his flights again, but would have had to pay more money to do so.
Others said they were unable to travel because the FCDO had advised against all non-essential travel to their destination, with nearly four in 10 (37%) citing this as their reason for not flying.
While those with package holidays would have had their bookings cancelled by the provider in these circumstances, entitling them to a full refund, many airlines continued to operate flights to countries with an FCDO warning against non-essential travel, on the basis that they needed to operate them as scheduled in order to facilitate essential travel.
While not illegal, travelling against FCDO advice usually invalidates travel insurance, and could potentially put your health at risk by visiting a country with high rates of infection. Additionally, many of those returning from these destinations would have also had to quarantine for two weeks after returning to the UK, with three in 10 (28%) people saying the need to quarantine prevented them from travelling.
Which? first raised the issue of people being unable to get their money back for flights they couldn’t take because of lockdown with both the Civil Aviation Authority (CAA) and Competition and Markets Authority (CMA) in March 2020.
While not all passengers who told Which? they hadn’t received their money back were legally prohibited from flying, the consumer champion has shared its findings with the CMA to aid its investigation into whether airlines have breached consumers’ legal rights by failing to offer cash refunds for flights they could not lawfully take because of lockdown restrictions.
Which? is advising anyone considering booking flights for this summer to wait until the situation around international travel becomes clearer, and when the time comes, to book a package holiday rather than a flight-only booking for stronger passenger protections, and only with a trusted provider that offers a generous and flexible booking policy.
Rory Boland, Editor of Which? Travel, said:“For almost a year now, Which? has been hearing from frustrated passengers who’ve been left out of pocket for flights they were unable to take, often through no fault of their own, because the flight went ahead as scheduled.
“While some have successfully been able to claim on their travel insurance or through their bank, others have been left high and dry.
“With non-essential travel currently illegal, airlines must play their part in protecting public health by ensuring no one is left out of pocket for abiding by the law and not travelling. All airlines should allow passengers the option to cancel for a full refund, as well as fee-free rebooking options, while these restrictions remain in place.”
All arrivals to Scotland from outside the Common Travel Area must book and pay for managed isolation in quarantine hotels to help protect against the importation of Coronavirus (COVID-19) from Monday (15 February).
Six hotels close to Aberdeen, Edinburgh and Glasgow airports with a combined capacity of 1,300 rooms will be used to implement the quarantine at a cost of £1,750 per individual traveller. Final costs for those not travelling alone are currently being worked through, as well as the details for a Managed Isolation Welfare Fund which will be launched for those who cannot afford the charge.
All arrivals must quarantine for at least ten days and will be tested twice for the virus – once on day two and once on day eight after arrival.
Existing travel exemptions will be strengthened, including limiting overseas training for elite sportspeople to athletes and coaches preparing for the Olympics and Paralympics.
A small number of arrivals will not be required to isolate, such as those involved in essential supply chains for goods coming into Scotland.
The Scottish Government will continue to engage with airports and discussions to secure a four nations approach to contracting the security, transport and accommodation services required are already under way.
As regulations to support the introduction of managed isolation are developed a range of offences and penalties to help ensure compliance will be considered.
It is still the case that all non-essential international travel is not permitted.
In a statement to Parliament the Transport Secretary urged the UK Government to match the comprehensive approach being taken by the Scottish Government.
Transport Secretary Michael Matheson said: “To manage the risk of importing new variants, and to give vaccine deployment the best chance of bringing us closer to normality here in Scotland, we have to place further limits on international travel.
“The UK Government has only committed to adopting this for travellers returning from “red list” countries. However, we know that is not sufficient and we will go further.
“The clinical advice is clear that a comprehensive system of managed quarantine is essential to minimise the impact of new COVID-19 variants.”
Some Lastminute.com customers still haven’t received all their money back for cancelled holidays, despite the online travel agent committing to the regulator that all refunds would be paid by the end of January, Which? has revealed.
After months of breaking the law on holiday refunds, Lastminute.com was investigated by the Competition and Markets Authority (CMA) in December and it agreed to pay all outstanding package holiday refunds that were cancelled on or before 2 December by the end of January 2021.
Despite this, Which? has seen reports from several customers through social media who still hadn’t received a full refund after the deadline had passed.
At the time of the CMA’s intervention, the UK’s seventh largest travel agent owed more than £7 million in refunds for holidays cancelled on or before 2 December. Although it seems to be paying back customers for the hotel portion of their trips, Which? found evidence that it had not returned the cost of cancelled flights to some of its customers by the deadline.
Some online travel agents have reported difficulties in securing refunds from airlines to pass on to their customers, meaning many people have reported only receiving partial refunds for their cancelled package holidays.
However, under the Package Travel and Linked Travel Regulations 2018, if a package holiday is cancelled by the provider, the customer is legally entitled to a full refund within 14 days. A package holiday is a combination of at least two types of travel or travel-related services made through the same source in a single booking, most commonly flights and accommodation.
The commitment made by Lastminute.com to the CMA was to refund all money to customers for both accommodation and flights.
Sheryl McLeod, one of the customers Which? heard from, told the consumer champion she booked a holiday for two adults and two children to Barcelona for July 2020 through Lastminute.com.
She told Which? that in June an agent from Lastminute.com advised her the flights and hotel were cancelled and there were no alternatives, so the trip would be cancelled and refunded.
Sheryl then heard nothing for months and struggled to speak to someone at Lastminute.com. In September she was told by email that her refund was ready and she accepted the option of a cash refund. For months afterwards Lastminute.com claimed it was finalising her refund. Then, on 27th January, she was sent £932.49 – more than £300 short of the £1274.68 she was owed in total.
Sheryl tried to chase up this discrepancy over the phone, but she was met with an automated message to log into Lastminute.com to access her booking. When she accessed her account online, the trip was listed under ‘past bookings’, with no mention of the missing money, or anything to help her apply for it.
Claire Barder is another Lastminute.com customer who told Which? she hadn’t received a full refund for her cancelled holiday before the CMA’s deadline.
Despite receiving confirmation of a refund for her cancelled package holiday to Barcelona, which was meant to take place in July 2020, Claire was only given a refund of £431.75 – nearly £600 short as it did not include the flight portion of the trip.
Claire was told in an email that her total refund was worth £1,010.23. However Lastminute.com told her that because of Ryanair’s policy, she would need to fill out a form on the airline’s website to apply for this refund, despite Lastminute.com committing to the CMA that it would be responsible for refunding the total cost of the cancelled holiday.
Only after Which? approached Lastminute.com were both customers told they would receive their money back for the outstanding portions of their refunds.
Which? has shared its findings with the CMA, and is calling for it to take appropriate enforcement action against the online travel agent.
Rory Boland, Editor of Which? Travel, said:“Despite being given ample time to return all outstanding refunds to customers – as well as clear instructions regarding its liability for refunding both accommodation and flight costs – Lastminute.com has failed to meet this commitment to the regulator.
“This is perhaps unsurprising to its customers, given it was voted the UK’s worst accommodation booking site in our latest survey, faring little better when it was ranked for flight bookings.
“The CMA was right to intervene to demand action from the online travel agent, but after failing some of its customers once again, tougher measures need to be taken. The CMA should uncover how many customers were not refunded in time and take appropriate action against Lastminute.com, sending a clear message that this kind of behaviour is unacceptable.”
A spokesperson for Lastminute.com responded: “Firstly we’d like to start by saying that the refund process has been a very complex and difficult process due to the length and severity of the ongoing pandemic and frequent changes in the travel advice rules.These conditions not only impact us but the entire travel industry.
“Throughout this very challenging year, our customers have remained our number one priority, and we at lastminute.com continue our commitment to dedicating our resources to helping them with their requests, whether it’s involuntary or voluntary cancellations, re-booking to new destinations or booking new holidays.
“Each customer request is unique, and often requiring a human touch-point and we’ve been working hard to get the money processed back through the system and into our customer’s pockets as quickly as possible. In the cases you have highlighted, we can confirm that the refund has been sent to the customers also for the flight.”
“We confirm our full commitment and dedication during the last months in order to refund and support all our customers and meet the deadlines agreed with the Competition and Markets Authority. We will discuss our obligations on the 10th of February directly with the Competition and Markets Authority as agreed with them.
“Customer satisfaction is our number one priority and we keep listening and learning even from the feedback generated by a very small number of readers involved in the Which? survey. Every comment counts. We have already refunded more than 49,000 customers and completing any open refunds remains our top priority in these unprecedented crisis.”
A Competition and Markets Authority (CMA) spokesperson said: “CMA action led to lastminute.com committing to pay out over £7m to customers waiting for money back.
“They must now report to us on how they are complying with the commitments they signed up to and the deadlines agreed. Should it become clear that they have breached these undertakings we will consider further action.”
First West Lothian team up with Edinburgh Trams to offer a through ticket on all services to link up with the tram at Ingliston Park & Ride, Gyle Centre and Edinburgh Park Station
£4.50 ticket offers a value for money through journey connection via bus and tram with Edinburgh City Centre.
Advice to all passengers is to check latest Scottish Government advice on essential travel guidelines in the area in advance of all journeys.
Local bus operator First West Lothian has teamed up with the Edinburgh Trams to provide customers with another direct link to Edinburgh City Centre via the new bus and tram through ticket.
Available exclusively on the award-winning First Bus App, the all new £4.50 Bus/Tram through ticket is available across all services on the West Lothian network meaning customers now have a convenient connection between their local bus service and the tram into the city centre.
Service 20 in particular offers passengers a drop off at the park and ride directly for quick and convenient access to the tram.
Alternatively, customers can still purchase the First day ticket for just £4.00 for the region (L&M) which gives access to all First West Lothian services including connections to Edinburgh City centre by bus alone. For example, with the day ticket customers can connect onto the X25, X24 and X38 straight into town.
First West Lothian Commercial Director Graeme Macfarlan said: “We want to make it as easy as possible for people who need to make essential journeys to get around and get to their destinations safely during these unprecedented times.
“We were asked to consider the introduction of a through bus and tram ticket that offered the same benefits as those offered by the previous operator, and so, in responding to the needs of our customers, we are delighted to be introducing a through ticket to replicate that offering.
“The hope is now that the customers utilise this offer and support these services once they are able to do so as Coronavirus lockdown restrictions ease again.”
Lea Harrison, Managing Director of Edinburgh Trams said: “We are delighted to be partnering with First West Lothian to allow their customers to seamlessly connect to the city centre by tram.
“We offer fast and frequent services which an easy interchange with First services at Ingliston Park & Ride, Gyle Centre and Edinburgh Park Station for Hermiston Gait.
“We encourage all customers to check our website for the latest timetables and travel advice.”
Transport and Environment Convener Councillor Lesley Macinnes said: “This new ticket will give passengers even more options for seamless, reliable travel by public transport between Edinburgh and West Lothian.
“Of course, people should only be making essential journeys by any mode of transport at the moment. But this joint offer from First West Lothian and Edinburgh Trams will be beneficial for communities served by both in the future.”
Lothian MSP, Miles Briggs said:“This is an excellent initiative from First West Lothian and Edinburgh Trams to improve connectivity between Edinburgh and West Lothian.
“Having an affordable multi-purpose ticket is a good way to make best use of the trams and make transport easier between West Lothian, Edinburgh city centre and the airport.
“I would like to see a paper ticket made available for those who don’t have a smartphone to buy a ticket on the First Bus app.”
