Consumer associations UFC Que Choisir and CLCV announced Monday that they have filed an appeal before the Council of State to challenge an order authorizing tour operators to offer a credit, and no longer a refund, to customers whose stay has been canceled because of the pandemic.
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Since March 25, an order issued by the government allows tour operators and travel agencies to offer customers whose stay cannot be completed due to the Covid-19, a voucher or a credit note valid for 18 months. in order to preserve their cash flow - whereas the law usually imposes a cash reimbursement. This credit will be refundable in cash after 18 months if it has not been used.
Ten countries in the sights of Brussels
Last week, Brussels launched an infringement procedure against ten European Union countries, including France, to defend the right of travelers to be reimbursed in case of cancellation of their stays due to the coronavirus.
“ More than 4 months have passed since the first cancellations and the economic situation of certain households is still fragile. There is therefore an urgent need to effectively allow consumers to choose reimbursement, ”deplore in a joint press release the UFC Que Choisir and the CLCV. According to them, “ the travel agency sector must have access to state-guaranteed cash credit. It is not up to consumers to save tour operators by giving up their rights ”.
“ Several airlines, understanding the urgency of restoring consumer confidence in the sector, go back on their policy of refusing reimbursement. It is not acceptable that the tour operators, them, continue, even after the action of the European Commission, to feel above the law and to mistreat the customers ”, denounce the two associations.
The ten countries in the European Union's viewfinder have two months to respond.
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Otherwise, the European executive will move on to the second stage of the infringement procedure, namely the " reasoned opinion ", where the Commission requests countries to comply with Union law. The deadline is usually two months again.
