Coronavirus Press Statement

30/04/20

Llama Travel completes cancellation refunds

Llama Travel, which offers holidays to Latin America and Africa, has offered its customers a choice of rebooking for a later date up to a value of 110% of the cost of their original holiday, or a full refund.

We have now sent refunds to everyone who has asked for their money back for holidays until the end of June, and we are in the process of finalising new arrangements for everyone who has rebooked.

We will continue to offer these options to our customers for later departures which are affected by the coronavirus pandemic.

“This situation is of course difficult for all travel businesses. Fortunately, Llama Travel has adequate funds, and we believe that by doing the right thing and treating customers fairly, we will be in a great position to offer excellent holidays once again when the current situation is behind us.”

- Luca Newbold, Llama Travel Director

If you would like more information about how Llama Travel is managing the impact of coronavirus on our business, please call director Luca Newbold on 020 7263 3000.

15/04/20

Some tour operators are giving refunds

Recent reports that travel companies are not offering refunds for cancelled holidays are not true for all operators.

For example, AITO member Llama Travel, which offers holidays to Latin America and Africa, is offering its customers a choice of rebooking for a later date up to a value of 110% of the cost of their original holiday, or a full refund. Most customers are choosing to rebook now and many of those opting for a refund also say they will rebook once they know when they can safely travel again.

Although we have not received refunds from some airlines and other suppliers for costs that have been prepaid, we believe that customers have paid us for their holiday and, given that it cannot be delivered, they are entitled to a refund of the money they paid. Llama Travel is therefore issuing refunds from our own resources. Although we will be faced with a large amount of costs that we cannot recover, we have adequate funds and this will not impair our ability to resume operations once the current situation is behind us.

Whilst many tour operators and travel bodies are asking the government to amend the Package Travel Regulations so that they can issue credit notes instead of a refund, we are aware that Llama Travel is not alone in refunding customers without waiting for this. Hopefully, those who treat their customers well now will get a benefit when travel resumes again.

If you would like more information about how Llama Travel is managing the impact of coronavirus on our business, please call director Luca Newbold on 020 7263 3000.