OTA stops selling airlines that breach refund rules

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By Lisa James
17/07/2023
Home » OTA stops selling airlines that breach refund rules

Online travel giant eDreams ODIGEO is to discontinue the sale of tickets for 15 airlines that have ‘consistently breached their refund obligations to consumers’.

The move is part of what eDreams describes as ‘a new set of customer protections, which go way beyond industry norms to reduce slow payment and to help consumers’.

The measures also include advancing refunds from trusted airlines, advocating on behalf of travellers with regulators and leveraging technology to drive customer excellence.

EDreams hasn’t disclosed the airlines it is no longer dealing with, but says it ‘may revisit this decision if the carriers continue to withhold customer refunds’.

“In the meantime,” it added, “the Company continues to work on behalf of its customers to retrieve these refunds.”

For a ‘select’ group of ​​airline partners that are showing consistent compliance with refund regulations, the eDreams ODIGEO travel brands (eDreams, Opodo, GO Voyages and Travellink) are advancing refunds to customers before the operating carrier releases the funds.

“This means in these cases travellers booking with eDreams ODIGEO receive their refunds significantly faster than if they would have booked elsewhere, including direct,” eDreams said.

EDreams ODIGEO CEO Dana Dunne said: “Our customers have always been the driving force behind everything that we do.

“Today, we are proud to announce a comprehensive set of measures that will enhance our strong pandemic response to provide even higher levels of reassurance and confidence for travellers who book with us.

“Our goal is to make our customers feel supported and accompanied throughout their entire journey, especially at times of industry disruptions.

“As advocates for our customers, we recognise the crucial role that online travel agencies like eDreams ODIGEO play in representing consumers’ interests before key industry stakeholders.”

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