CMA investigates Teletext
The Competition and Markets Authority has launched an investigation into Teletext after receiving hundreds of complaints about missing refunds for holidays cancelled due to Covid.
It says it is looking into claims that Teletext promised to refund clients but later pushed back the refund date.
The CMA plans to engage with Teletext to gather further evidence to establish whether the online travel agent has broken consumer protection law.
If it finds a breach, it says it could either secure commitments from Teletext to address the issue, or it could take legal action.
However, the CMA said its probe was at an early stage and it shouldn’t be assumed that Teletext has broken the law.
The CMA has already secured commitment from other travel companies to speed up their refunds process. These include TUI, Virgin, lastminute and loveholidays.
It is also investigating whether airlines have breached consumers’ legal rights by refusing to offer cash refunds for flights they could not lawfully take due to the pandemic.
CEO of the CMA, Andrea Coscelli, said that while the pandemic is ‘presenting challenges for travel businesses’, it is important consumers are properly protected and firms comply with the law.
Rory Boland, Editor of Which? Travel, welcomed the CMA investigation. He added: "Customers have been understanding of the difficult circumstances travel companies faced in the past year, but it’s clear now that some operators feel empowered to act with impunity.
"The regulator should establish the scale of the problem and, if necessary, quickly take appropriate action against the company to send a clear message that it will not stand for this kind of behaviour."
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
Vegas’s Billion-Dollar Secrets – What They Don’t Want Tourists to Know
Visit Florida’s New CEO Bryan Griffin Shares His Vision for State Tourism with Graham
Chicago’s Tourism Renaissance: Graham Interviews Kristin Reynolds of Choose Chicago
Graham Talks with Cassandra McCauley of MMGY NextFactor About the Latest Industry Research
Destination International’s Andreas Weissenborn: Research, Advocacy, and Destination Impact
Graham and Don Welsh Discuss the Success of Destinations International’s Annual Conference
Graham and CEO Andre Kiwitz on Ventura Travel’s UK Move and Recruitment for the Role
Brett Laiken and Graham Discuss Florida’s Tourism Momentum and Global Appeal
Graham and Elliot Ferguson on Positioning DC as a Cultural and Inclusive Global Destination
Graham Talks to Fraser Last About His England-to-Ireland Trek for Mental Health Awareness
Kathy Nelson Tells Graham About the Honour of Hosting the World Cup and Kansas City’s Future
Graham McKenzie on Sir Richie Richardson’s Dual Passion for Golf and His Homeland, Antigua
ADS PRO 
Airbnb eyes a loyalty program but details remain under wraps
Airlines suspend Madagascar services following unrest and army revolt
Qatar Airways offers flexible payment options for European travellers
Air Mauritius reduces frequencies to Europe and Asia for the holiday season
Major rail disruptions around and in Berlin until early 2026