![]() Ultimately, only a court can decide whether a breach has occurred. ![]() It should not be assumed at this stage that Truly Holdings Limited has breached the law. ![]() Truly Travel Limited and Alpha Holidays Limited (which trades as ) are both subsidiaries of Truly Holdings Limited. Teletext Holidays is the trading name of Truly Travel Limited, which is a subsidiary of Truly Holdings Limited.Read more on our COVID-19 cancellations: package holidays casepage. Unless it urgently takes steps to address the failures we have identified, we will take court action.Īlthough the CMA does not currently have powers to impose fines for this, this is the kind of issue that could be resolved at pace and met with fines if the CMA receives the consumer powers that the Government is currently consulting on. While we are pleased that many consumers have now received the refunds they were due because of our intervention, we are clear that Truly Holdings must comply with the law. It is unacceptable that some package holiday customers are still not receiving refunds within the timeframe that they are legally entitled to. The CMA has therefore written to notify Truly Holdings that it will take court action unless the firm takes immediate steps to rectify the situation and to ensure that, in the future, customers who are entitled to a refund are repaid in the timeframe specified by law.Īndrea Coscelli, Chief Executive of the CMA, said: In addition, the CMA does not consider that Truly Holdings has done enough to make sure that it pays all refunds that may in future become due within 14 days, as required by law. The CMA does not consider that enough has been done to ensure that Truly Holdings is able to provide refunds to package holiday customers with outstanding claims. Truly Holdings has reported that the outstanding amount is owed to customers whose current bank details it does not have and whom it has been unable to refund through their original payment method because the purchases were made more than a year ago. The CMA is also concerned that Truly Holdings has not done enough to repay customers who were already owed refunds at the time the undertakings were given.Īs a result of the CMA’s action, Truly Holdings has paid £7.2 million of the £7.8 million owed to package holiday customers, but almost £600,000 in refunds remains outstanding. ![]() Although Truly Holdings has paid back a significant number of customers within this 2-week period, too many have been left waiting longer for the refunds due to them. These undertakings required Truly Holdings to use all reasonable endeavours to pay outstanding refunds to passengers at the latest by the end of August, and going forward to ensure that refunds due for package holidays cancelled after the date of the undertakings are paid promptly and no later than 14 days after cancellation.Īfter reviewing Truly Holdings’s final report on progress with repayments, the CMA is concerned that some customers whose package holidays were cancelled since it signed up to the undertakings have not been repaid within the 14 days required by the law. On 26 May 2021, the Competition and Markets Authority (CMA) announced that Truly Holdings Ltd, the company that operates Teletext Holidays, and its sister company, the travel operator, signed undertakings committing to address failures to refund package holiday customers for holidays cancelled during the pandemic. Over £7 million in refunds secured so far but many customers remain unpaid
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