As mentioned above, travel agents do not hold funds – we transfer them to our suppliers such as hotels, airlines and tour operators. As a standard operating procedure, refunds take up to 12 weeks to be processed. And in these pressing times, the travel industry in its entirety is in doldrums. There are significant delays, much of which is already known and discussed nationally.
Thirdly, we are prioritising requests based on departure dates. Due to the government-imposed travel bans and need for postponing/cancelling travel plans, we are facing incredibly high level of requests. As things stand, we are doing all we can to service consumers to the best of our abilities and capacities. Our agents are in constant touch with our suppliers, and delays are to be expected as the latter are also managing the unprecedented volume of global cancellations.
But rest assured, we will get everything settled to our clients’ satisfaction.