The government, industry, regulators and consumer groups must work closely together to deliver a clear plan to meet the Government’s roadmap in a way that works for all.
Which? welcomed the launch of the government’s Global Travel Taskforce last year.
While the industry experience will be a central part of discussions around reopening, it is equally important that the Taskforce includes the consumers perspective in its decision making. In order to deliver a plan that works for consumers and helps to rebuild trust in the sector, the Taskforce must listen to both industry and consumer groups, including Which?. Which? research shows that trust in airline and holiday operators dropped significantly at the start of the pandemic with levels of trust currently similar to those in autumn 2019 when Thomas Cook collapsed.
Looking beyond the immediate reopening of international travel, we urge the Taskforce to highlight to the Government the need for a wider review of the consumer issues affecting the travel sector, such as consumer payment protections, an ineffective ADR system for aviation and the current lack of adequate travel insurance cover. We strongly believe this work needs to run concurrently with the upcoming reviews of ATOL, the Package Travel Regulations and the Airline Insolvency Bill.