Martin, from Clevedon in North Somerset, said he was “furious” after Alpharooms took thousands of pounds from his bank account after his holiday to Madeira was cancelled this year. If we need more information, we will request it." "The company continues to urge customers who are due a refund under the Package Travel Regulations but have not received it, to contact us directly from their registered email address (which was used to make their booking) on with their booking reference number. We have engaged in constructive dialogue with the CMA and continue to vigorously pursue any strategy agreed with the CMA. "As of October 11, 2021, we owe £1.2m towards historic and ongoing cancellations and have refunded over £10.8m. The CMA said it has asked for the claim to be heard quickly but noted it was for the court to determine a date for the hearing.Ī spokesperson for Truly Travel said: "The company is working as hard as it can and continues to process the remaining refunds due under the Package Travel Regulations to our remaining customers, and as such is very disappointed by the latest action by the CMA. The CMA’s investigation relates to package travel holidays booked with Teletext Holidays and, not flights or accommodation booked on a standalone basis. The CMA will also be asking the court to order that Truly Holdings puts in place appropriate processes to ensure it complies with the law in the future." "The CMA has therefore filed proceedings requesting a court order that outstanding refunds be immediately repaid and that, going forward, customers who are entitled to a refund are repaid within 14 days. On Monday (October 18) the CMA said: "The CMA does not consider that Truly Holdings has done enough to provide refunds to package holiday customers with outstanding claims, including recent cancellations, or to make sure that it pays all future refunds that are due within the 14 days required by law. The watchdog warned in September that it would take Truly Holdings to court unless it took urgent action to process refunds. Hundreds of people have made complaints to the CMA about Truly Holdings and there are now 3,100 individuals who have joined a Facebook group called ‘Alpharooms No Refund Support’. The third deadline of August 31 was for customers with bookings cancelled between November 1 last year and May 24 this year.ĭozens of people got in touch with BusinessLive in August to say they had still not been paid - despite the deadline - with some owed thousands of pounds. This was followed by a second deadline in July, for holidays cancelled between August 1 and October 31, 2020. It set out a repayment schedule for Truly Holdings, with the first deadline for refunds on June 30 for people who had holidays cancelled before July 31 last year. The Competition and Markets Authority (CMA) announced in May that Truly Holdings, the business that operates Teletext Holidays and sister company, had signed a voluntary agreement committing to refund package holiday customers for trips cancelled because of Covid. Britain's competitions watchdog has launched legal action against a UK holiday company for its "inadequate progress" on refunding package trips cancelled due to the pandemic.
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