Understanding Your Rights for COVID-19 Travel Refunds
When COVID-19 disrupted travel plans across the UK and worldwide, many people found their holidays, flights, and accommodation bookings cancelled or significantly changed. Understanding your rights in these situations is essential to ensure you do not lose out financially and can claim any refunds or compensation you are owed.
How COVID-19 Affected Travel Bookings
The pandemic led to widespread travel restrictions, border closures, and government guidance that made it impossible or unsafe to travel. In many cases, airlines, hotels, and package holiday providers cancelled bookings outright, while others offered only vouchers or rebooking options instead of cash refunds. Some travellers also had to cancel their plans due to illness or self-isolation requirements.
Your Consumer Rights Explained
UK law offers strong protections for consumers when travel plans are disrupted. If your trip was cancelled by the provider – whether an airline, hotel, or package holiday company – you are usually entitled to a full refund. The main legal protections include:
Package Travel and Linked Travel Arrangements Regulations 2018: If you booked a package holiday (for example, flights plus accommodation), you are entitled to a full refund within 14 days if the provider cancels your trip due to "unavoidable and extraordinary circumstances," such as the pandemic.
EU Regulation 261/2004 (still applicable in UK law post-Brexit): If your flight was cancelled, you are entitled to a choice between a refund or re-routing. The refund should be processed within seven days.
Consumer Rights Act 2015: If a service you paid for cannot be provided due to COVID-19 restrictions, you may be entitled to your money back or a partial refund.
It’s important to note that if you chose to cancel your trip when the provider was still operating as planned, your refund rights may be more limited. However, if government guidance advised against travel, you may still have grounds to claim.
Why Knowing Your Rights Matters
Many travellers have faced confusion or delays when claiming refunds, with some companies initially offering only credit notes or vouchers. Knowing your rights helps you avoid accepting less than you are entitled to. If you are unsure, you can learn more about the broader rules on travel cancellations and compensation to understand how COVID-19 fits within general travel disruption protections.
Practical Tips
Act quickly: Contact your provider as soon as your trip is cancelled to request a refund.
Keep records: Save all correspondence, booking confirmations, and cancellation notices.
Check your payment method: If you paid by credit card, you may have additional protection under Section 75 of the Consumer Credit Act 1974, allowing you to claim from your card provider if a refund is refused.
Escalate if necessary: If you cannot resolve the issue with the company, consider raising a complaint with an Alternative Dispute Resolution (ADR) body or your card provider.
Understanding your rights ensures you are not left out of pocket if your travel plans are affected by COVID-19. If you need more detailed guidance on what to do next, exploring the wider topic of travel cancellations and compensation can provide further support.
What to Do If Your Holiday or Trip Was Cancelled or Changed Due to COVID-19
If your holiday or trip was cancelled or significantly changed due to COVID-19, you have important rights under UK consumer law. Here’s what you should do to protect your interests and claim any refund or compensation you may be entitled to:
1. Check the Reason for Cancellation or Change
First, confirm whether your travel provider – such as an airline, tour operator, or holiday company – cancelled your booking, or if you were unable to travel because of government restrictions. The way your booking was affected can determine your rights and options.
2. Understand Your Rights
If your booking was cancelled by the provider, you are usually entitled to a full refund. This right is protected under the Package Travel and Linked Travel Arrangements Regulations 2018 for package holidays, and under EU Regulation 261/2004 for flights departing from or arriving in the UK. If the provider offers you a voucher or credit note instead of a refund, you can choose to accept it, but you are not obliged to.
3. Contact Your Travel Provider
Reach out to your airline, travel company, or holiday provider as soon as possible. Use their official contact details, which are often found on your booking confirmation or the company’s website. Clearly state that your trip was cancelled or changed due to COVID-19 and request a refund or suitable alternative, such as rebooking for a later date. Be specific about your preference.
4. Keep Records of All Communications
It’s essential to keep copies of all correspondence with your travel provider, including emails, letters, and notes from phone calls. Also, save your booking confirmation, payment receipts, and any terms and conditions provided at the time of booking. These records will support your claim if you need to escalate the matter or seek further help.
5. Follow Up and Escalate if Needed
If your provider does not respond or refuses a refund, follow up in writing. If the issue remains unresolved, you may be able to escalate your complaint through alternative dispute resolution or, in some cases, your credit card provider under Section 75 of the Consumer Credit Act 1974.
6. Get Further Guidance
For more detailed advice on handling travel cancellations and compensation, including the specific steps to claim refunds and what to do if your claim is refused, see our dedicated guidance.
By following these steps and keeping thorough records, you can strengthen your position when seeking a refund or compensation for travel disrupted by COVID-19.
Claiming Refunds from Airlines, Travel Companies, and Holiday Providers
When your flight, holiday, or other travel service was cancelled due to COVID-19, you have important rights to claim your money back. Understanding how to claim a refund, when you should be offered a full refund instead of vouchers or rebooking, and what to do if there are delays or refusals can help you get what you’re entitled to.
How to Claim a Refund
If your airline, travel company, or holiday provider cancels your booking because of the pandemic, you are usually entitled to a full refund. This applies to most flights, package holidays, and accommodation bookings. Start by contacting the company directly – most providers have online forms or customer service teams dedicated to handling COVID-19 related claims.
For flights departing from the UK or with a UK or EU carrier, you are protected under UK and EU regulations. Package holidays are covered by the Package Travel and Linked Travel Arrangements Regulations 2018, which require the provider to refund you within 14 days if the holiday is cancelled by them.
If you’re unsure whether your situation qualifies, you can find more details about flight cancellations and compensation and hotel cancellations and compensation.
Refunds, Vouchers, or Alternatives: What Are You Entitled To?
During the pandemic, many companies offered vouchers or the option to rebook instead of a cash refund. However, you are not required to accept a voucher or credit note if you would prefer a refund. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to your money back if the service cannot be provided.
If you accept a voucher, check the expiry date and any restrictions. Only choose this option if it suits your needs, as you might lose your right to a cash refund once you accept.
How Long Should Refunds Take?
By law, refunds for cancelled package holidays must be processed within 14 days. For flights, most airlines are expected to refund within 7 days, although delays have been common during the COVID-19 crisis. The Civil Aviation Authority has reviewed airline refund practices and continues to monitor compliance to ensure passengers are treated fairly.
If your refund is delayed, keep a record of all communications and follow up regularly. If the company refuses or fails to provide a refund within the legal timeframe, you may have further options, such as making a claim through your credit card provider or escalating the complaint through an alternative dispute resolution scheme.
What If You Face Delays or Refusals?
If you have problems getting your money back, you can:
Write a formal complaint to the company, referencing your legal rights.
Contact your card provider to request a chargeback or make a Section 75 claim if you paid by credit card.
Use an alternative dispute resolution service if available.
Check if your travel insurance covers cancellations due to COVID-19; if you encounter difficulties, see our advice on problems with your travel insurance claim.
Knowing your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013](https://www.legislation.gov.uk/uksi/2013/3134/contents/made) and the guidance from the Civil Aviation Authority can help you navigate the process and ensure you receive the refund you are owed. If you need more specific information about your circumstances, explore our sections on [flight cancellations and compensation and hotel cancellations and compensation.
Consumer Protection Rules for COVID-19 Travel Disruptions
When COVID-19 led to widespread travel disruption, many people in the UK faced cancellations or significant changes to their holidays, flights, and hotel bookings. To protect consumers in these situations, several UK laws and regulations set out clear rules for refunds and compensation.
Key Consumer Protection Laws
The main laws covering travel disruptions due to COVID-19 include:
The Package Travel and Linked Travel Arrangements Regulations 2018: These regulations protect you if you booked a package holiday (such as a combination of flights and accommodation). If your package holiday was cancelled because of the pandemic, you are legally entitled to a full refund within 14 days.
EU Regulation 261/2004 (still applicable in the UK for flights booked before Brexit): If your flight was cancelled, you are entitled to a refund or an alternative flight. This applies to flights departing from the UK or arriving in the UK on an EU airline.
Consumer Rights Act 2015: This law protects you when you buy services, including hotel stays or travel bookings. If the service is not provided as agreed – such as a hotel being closed due to COVID-19 restrictions – you may be entitled to a refund.
How These Rules Apply to Different Bookings
Flights: If your airline cancels your flight due to COVID-19, you are entitled to a full refund within seven days. Airlines may offer vouchers or rebooking, but you can insist on a cash refund if you prefer.
Hotels and Accommodation: If your hotel is closed or cannot provide the service because of government restrictions, you should be offered a refund. If you booked through a third-party site, check their cancellation policy, but your rights under the Consumer Rights Act still apply.
Package Holidays: Package holiday providers must refund you in full within 14 days if they cancel your trip. If only part of your package is cancelled (for example, the hotel is closed but the flight is operating), you may be entitled to a partial refund or the option to cancel the whole package.
What to Do if You Are Not Refunded
If a travel provider refuses to refund you, delays your refund, or only offers a voucher when you want your money back, you have rights under consumer law. Start by making a formal complaint to the company. If this does not resolve the issue, you may be able to:
Escalate your complaint to an alternative dispute resolution (ADR) scheme, if the provider is a member.
Claim a refund through your credit card provider under Section 75 of the Consumer Credit Act if you paid more than £100 on your card.
Use the chargeback scheme if you paid by debit card.
For a broader overview of your legal rights and further advice on related situations, see our guide to travel cancellations and compensation.
Understanding your rights under these consumer protection rules can help you get the refund or compensation you deserve if your travel plans were affected by COVID-19. Always keep records of your bookings and any communication with travel providers to support your claim.
Specific Guidance for Different Types of Travel Bookings
When your travel plans are disrupted by COVID-19, your rights to a refund or compensation depend on the type of booking you made and the provider’s policies. Below, we break down what you can expect for flights, hotels, trains, and package holidays, and where to find more detailed guidance for each.
Flights
If your flight was cancelled due to the pandemic, UK and EU law (including EC261/2004 and UK retained law post-Brexit) generally entitles you to a full refund within seven days. This applies whether the airline cancelled the flight or significant changes were made to your booking. Some airlines may offer vouchers or the option to rebook, but you are not obliged to accept these instead of a refund.
For more detailed information on your rights and how to claim, see our dedicated section on flight cancellations and compensation.
Hotels
Hotel bookings affected by COVID-19 are usually covered by the terms and conditions you agreed to at the time of booking. If the hotel was closed due to government restrictions or could not provide the service, you should be entitled to a refund. However, if you cancel a non-refundable booking yourself, your refund rights may be limited unless the hotel agrees to a gesture of goodwill.
Find out more about your options and how to claim in our section on hotel cancellations and compensation.
Trains
Train journeys cancelled due to COVID-19 restrictions or timetable changes typically qualify for a full refund, even on advance tickets that are usually non-refundable. The process may differ depending on whether you bought your ticket directly from the train company or through a third-party retailer.
For step-by-step advice on getting your money back, visit our page on train cancellations and compensation.
Package Holidays
If you booked a package holiday (a combination of travel and accommodation sold together), you are protected under the Package Travel and Linked Travel Arrangements Regulations 2018. If your package holiday was cancelled due to COVID-19, you are legally entitled to a full refund within 14 days. This applies whether the tour operator cancelled or significant changes were made, such as a major change to your destination or accommodation.
If only part of your package was affected (for example, your flight was cancelled but the accommodation was available), you may still have rights to a partial refund or alternative arrangements. Always check with your provider and keep records of all communications.
Differences by Booking Type and Provider
The rules can vary depending on whether you booked directly with the provider or through a third party, and whether your booking was flexible or non-refundable. Always review the terms and conditions of your booking, and check if you paid by credit card, as you may have additional protection under Section 75 of the Consumer Credit Act 1974.
Further Guidance
If your holiday plans were cancelled and this affects your ability to take time off work, you may also want to review your holiday entitlement and paid leave rights.
For more detailed advice on each travel type, follow the links above to the relevant sections. These pages provide practical steps, example scenarios, and answers to common questions to help you claim the refunds and compensation you are entitled to.
What to Do If You Don’t Receive Your Refund
If you haven’t received your refund for a cancelled or disrupted trip due to COVID-19, you have strong consumer rights in the UK. Here’s what you should do if your refund is delayed or not provided, and how to escalate your complaint if necessary.
1. Contact the Travel Provider
Start by contacting the airline, travel company, or holiday provider directly. Clearly state your booking reference, what was cancelled, and request a full refund. Under UK law, if your package holiday was cancelled by the provider, you are entitled to a refund within 14 days under the Package Travel and Linked Travel Arrangements Regulations 2018. For flights cancelled by the airline, EU Regulation 261/2004 (which still applies to UK flights) entitles you to a refund within 7 days.
2. Follow Up in Writing
If you don’t get a prompt response, follow up with a written complaint. Keep copies of all correspondence. Clearly state your legal right to a refund and reference the relevant regulations.
3. Escalate Your Complaint
If the company does not respond or refuses your refund:
Alternative Dispute Resolution (ADR): Many travel companies are members of an ADR scheme, such as arbitration or mediation. Check if your provider is part of one and submit your complaint through their process.
Consumer Protection Bodies: You can also report the issue to bodies such as the Civil Aviation Authority (CAA) for flight-related complaints, or the Competition and Markets Authority (CMA) for broader consumer rights issues.
4. Consider Your Payment Method
If you paid by credit card and your refund is not provided, you may be able to claim under Section 75 of the Consumer Credit Act 1974 for purchases over £100. Debit card payments may be protected by the chargeback scheme. Contact your bank or card provider for guidance.
5. If the Travel Company Goes Out of Business
If the company enters administration or ceases trading, your rights depend on how you booked:
ATOL Protection: If you booked a package holiday with flights, you are likely covered by the ATOL scheme, which protects your money and may arrange a refund or alternative travel.
ABTA Protection: Package holidays without flights may be covered by ABTA, which also offers refunds if the provider fails.
Direct Bookings: If you booked directly with an airline or accommodation provider, seek a refund through your card provider or travel insurance.
6. Further Guidance
For more detailed advice on what to do if you haven’t received goods or services you paid for, including travel bookings, see if something you ordered hasn’t arrived.
Key Points to Remember
Always keep records of your communications and booking details.
Know your rights under the relevant consumer protection laws.
If you’re struggling to get your money back, escalate your complaint to the appropriate body or consider alternative dispute resolution.
By following these steps, you can increase your chances of getting the refund you are legally entitled to for COVID-19 travel disruptions.
Additional Help and Resources
If you need more support with COVID-19 travel refunds, there are several ways to get help and advice. Understanding your rights, knowing where to turn for assistance, and exploring your options if things go wrong can make the refund process less stressful.
Where to Get Further Advice and Support
If you’re struggling to get a refund for a cancelled trip, or if you feel a travel company or airline isn’t treating you fairly, it can help to seek independent advice. Consumer organisations can explain your rights under UK law, such as the Package Travel and Linked Travel Arrangements Regulations 2018, which protect most package holidays. They can also guide you through making a complaint or escalating your case if necessary.
For a broader overview of your rights and the steps you can take if your travel plans are disrupted, see our section on travel cancellations and compensation. This resource covers compensation rules and what to do if you’re unhappy with a provider’s response.
Help with Complaints
If your refund request has been ignored or rejected, start by following the company’s formal complaints process. Keep records of all communications and any evidence of your booking and cancellation. If you still don’t get a resolution, you may be able to escalate your complaint to an Alternative Dispute Resolution (ADR) body or the relevant ombudsman service, depending on the provider.
Travel Insurance Claims
If you took out travel insurance before your trip, you may be able to claim for losses that aren’t covered by the travel provider’s refund policy. This could include costs for accommodation, flights, or other expenses caused by COVID-19 restrictions. Make sure you check your policy wording carefully, as some insurers exclude pandemics or government travel bans.
If your travel insurance claim is delayed, rejected, or you’re unsure what to do next, see our guidance on problems with your travel insurance claim. This page explains your options for challenging an insurer’s decision and what steps to take if you believe your claim has been unfairly refused.
Getting a refund or compensation for COVID-19 travel disruptions can be complicated, but you are protected by UK consumer law. If you need more detailed information or want to explore your rights further, don’t hesitate to reach out to consumer advice services or refer to our related pages for additional support.
