Statement from Visit Cornwall
Cancellation and Refunds
Patience and Understanding at this time please
Given the fast-moving situation of the Covid-19 pandemic and especially the Prime Minister’s orders to close all holiday accommodation, tourism businesses are coping with events completely outside their control whilst facing an avalanche of cancellations and refund requests.
We have tremendous sympathy for our visitors who have had their holidays and breaks in Cornwall cancelled as a result of the current crisis. We feel for them, as we know they have been looking forward to enjoying the wonderful food and drink, the beaches, coast path and beautiful gardens and so much more.
At the current time, Visit Cornwall, as well tourism businesses, are being bombarded with emails and calls from concerned customers. Very few staff (some have none at all), is added to frustrations of customers who are emailing and calling for information and requests.
We fully recognise the concerns of our customers, but can we request that they allow businesses reasonable time to cope with this situation. Many businesses, when pushed are having to say, “I cannot or will not refund at this time”. This is due to businesses having to cope with:
– dealing with the impact on their business;
– consulting with and laying off or furloughing staff;
– cashflow issues;
– attempting to fully understand and access the very recently announced Government financial support.
Put simply, businesses are struggling and almost all are in a position of ‘can’t pay’ and not necessarily ‘won’t pay’.
It should be noted that in certain bookings terms and conditions there may be a clause where if the cancellation of the booking is due to circumstances beyond the control of the company, then consumers may not necessarily be entitled to a refund and should make a claim from their personal travel insurer as a quicker resolution.