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Published on Thursday, September 24, 2020

EasyJet Holidays extends refund policy in move to restore consumer confidence

EasyJet Holidays has extended its cancellation options as it attempts to shore up consumer confidence over the winter season and 'adapt to a new reality'.

The move comes as an easyJet survey of 2,028 Britons found less than a quarter are prepared to travel abroad over the next three months.

The figure rises to 37% at the start of 2021, with two in five willing to quarantine on their return if it means escaping the dark winter months.

The report, 'Taking the Temperature: Consumer holiday trends in 2020 and beyond', also found more than 50% would only be willing to travel if there was greater financial protection should circumstances change.

EasyJet Holidays customer director Matt Callaghan said: "Consumer confidence in booking a holiday abroad has taken a huge hit this year and travellers have different priorities so at easyJet holidays we know, given the restrictions continue to change, we must adapt to this new reality.

"That's why we're launching our new Protection Promise, setting a benchmark for customer flexibility in the industry and encouraging travellers to book their holidays with the reassurance that if things change they are protected."

He stressed it was not a short-term move, but a 'fundamental change to what customers can expect whenever they book with easyJet holidays'.

Under the policy, customers who wish to cancel up to 28 days before departure will receive a full refund, including their deposit in credit, while changes can be made within the same timeframe at no cost.

Payment can also be made in instalments with the balance due 28 days before travel.

Elsewhere in the survey, four in 10 said they proactively look for destinations that have a low rate of Covid infection, while three in ten said they now prefer self-catering or self-contained holidays.

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  • Nice if they could get existing refunds organised !

    Aug 12. Cancelled my party"s flight and allowed me to rebook another flight. Could not transfer Premium Seating bit but said they"d refund to original payment card, and made me pay again for the Premium Seating on the new flight. Today Sep 23. Still no sign of sny refund.

    By Paul Tucker, Thursday, September 24, 2020

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