TRAVEL agencies in the country are being harassed and insulted by customers demanding refunds for their canceled tour packages when travel restrictions were implemented to control the spread of Covid-19.
The harassment followed approval by the Inter-Agency Task Force on Emerging Infectious Diseases (IATF) of Resolution No. 51 on July 2, 2020, allowing “travel agencies under Category IV to resume operations in areas under general community quarantine…. Provided that operations shall be limited at skeleton work force and primarily to do administrative works [sic] such as the processing of refunds and payments to suppliers.” The policy was based on the recommendation of the Department of Tourism and the Department of Trade and Industry.
In an open letter to the public, the Philippine Travel Agencies Association (PTAA) said, “A lot of our member travel agents have been insulted, harassed, cursed, and threatened by clients following the announcement [of the IATF].”
The group added, “While the government has allowed travel agents to operate, the problem and the issue remains the same. Travel agents are still waiting for refunds from suppliers such as the airlines, cruise lines, hotels, tour operators, and travel consolidators.”
However, the PTAA underscored, “The IATF announcement did not change or hasten this refund process in any way. Without receiving the amount from our suppliers, we are hindered from returning these to you as well.”
Under the Air Passenger Bill of Rights, passengers have the right “to be reimbursed the full value of the fare” when flights are canceled due to force majeure, safety and/or security reasons. But to this day, many aviation and tourism sector analysts cannot agree on whether Covid-19 travel restrictions can be considered “force majeure.”
In a separate interview with the BusinessMirror, Tourism Congress of the Philippines President Jose C. Clemente III said he was also surprised by the IATF announcement. “That day of their meeting, DOT officials called me asking if I wanted travel agencies to reopen. Apparently, someone in the meeting heard a radio commentator citing ‘a large travel agency’ which wanted to reopen so they could already process refunds of clients.
“But I told them [DOT officials], our position has not changed. If travel agencies want to reopen, it should be done so voluntarily. Because even if we wanted to process the refunds of our customers, where would we get the money? We’re also waiting for refunds from airlines, for instance.” Clemente is also president of Rajah Tours Philippines.
In a position paper sent to Tourism Secretary Bernadette Romulo Puyat on May 11, 2020, on the possible reopening of travel agencies and tour operators, Clemente said, on behalf of the TCP, “there is a majority sentiment that these establishments prefer to remain closed even if the NCR [National Capital Region] is downgraded to GCQ.” He noted there were a few establishments “who have expressed the willingness to voluntarily resume partial operations due to the nature of their clients such as those travel agencies that service the marine manning sector and some with corporate clients in the essential sectors.”
TCP also recommended that those who want to “voluntarily” resume operations should be allowed to do so, but should no longer be able to enjoy any grace period or wage subsidies accorded to shuttered companies. The PTAA, for its part, said, “Travel agents are also small business owners affected by the pandemic. Despite being allowed to operate, the fact remains that international and nonessential travel remains prohibited. Travel agents still cannot generate income to sustain even minimal skeletal operations without travel demand and with zero revenues.” It appealed to the public to, “Please understand why we choose to have our offices remain closed.”
27 comments
I would like to ask for my refund in package hotel and tour accomodation
From march 26-28 in bohol
Thank you
God bless your agency
I would like to ask a refund in package hotel and room accomodation from march in boracay. Thank you
I want to refund my booking last yr bohol flight
hello i would like a refund for my bangkok thailand package for march 20-22, 2020 please
i want to refund my tours and travel last april 12-16, 2020
I want to follow up may refund last march 2020 flight in boracay, hope you understand may concern, God bless 🙏
I want to follow up my refund for Singapore for March 20-23, 2020. Not all documents were provided to us by our agent. hope this will not be a problem in processing our refund. Only the service voucher and screenshot of proof of payment were provided by our agent.
Good day! I want to refund my tours and travel last December 2020 ( Hongkong Package). Hoping for your immediate action.Thank you
goodday,i want my refund for my travel last feb 2020.
I want to refund our travel last march 28 to april 2 (bangkok thailand) please… thanks and god bless
Hello good day! Together with my husband, we want to refund our package tour travel to singapore last March 27-30 . Thank you!
Hi Good Day!
I want to follow up my refund to my land base package el nido last March 17- 19, 2020. Pls contact at my gmail for the reference booking number.
Thank you and God bless.
hello good morning .. i would like to ask a refund from my booking flight last march 23, 2020
I would like to ask for our family (17pax) package tour in Bangkok, Thailand last Feb 14-17, 2020 amounting to P263,000.00 pesos from Shadow Travel and tours.
Could you pls refund my package tour to SG last April
Please we haven’t enough financial to support my kids in online class… i really badly need my money please refund please… our booking is last march 2020 trio to boracay for four… thank you
Good evening..i would like ask refund from my booking last april 202….please ……
Good evening! Pls. Answer our txt or message dont ignore us.We are all affected of pandemic. The money that we deposited to your accnt.is from hard labor. Do not tell us that the airlines did not refund the payment yet , bec . My daugther’s refund from PAL was refunded already last july 2020.if your agency is really concern to your clients you will answer our questions!
I would like to refund my travel to HONG KONG dated dec.4 to 6, round trip! We all undestand the situation now, but we also need our money back. Please bear with us!
Gostong ipa refund yong booking namin last july 27,to 31, 2020..
I booked my flight from PAL, unfortunately it was cancelled due to pandemic. I am asking for a refund until now I don’t get any refund.
I requested refund from Cebu Pacific because our flight was cancelled due to pandemic. Up to now, I don’t get any update from them.
Seeking for refund we booked Package for Europe! Kailan ba mag oopen mga travel agency?
I want to follow up my refund for singapore for travel april 17,2020 to april 20,2020. I hope you understand. Please communicate.thank you
Hello, sir & maam
I want to follow up my refund for manila to davao round trip promo ticket, TRAVEL FOR JANUARY ,2020 .flight number KY4TGI AND KDY1PP, CEBU PACIFIC , CANCEL MY FLIGHT BEFORE LOCKDOWN DUE EMERGENCY SITUATION MY DIAGNOSED FOR KIDNEY TRANSPLANT, I hope you understand. Please communicate GMAIL: vicvirador123@gmail.com OR 09561258332.thank you
Reply
i want my refund for bangkok trip dated march 27-29, 2020. it covered freight, accommodation and tour.
I booked directly at airasia wala pa refund.