CMA open letter to package travel sector
The Competition and Markets Authority (CMA) has published an open letter to the package travel sector reminding firms of their legal obligations and the need to ensure refunds options are clear and accessible.
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This guidance was published in response to the coronavirus pandemic restrictions and has not been updated to reflect legislative developments, including the unfair commercial practices provisions of the Digital Markets, Competition and Consumers Act 2024 (DMCC Act) which came into force on 6 April 2025.
For further guidance on the DMCC Act, read Consumer protection: enforcement guidance and Unfair commercial practices.
The CMA is also updating its guidance on unfair contract terms.
Further to the open letter to all package holidays businesses published by the CMA on 10 July 2020, the CMA has published an additional open letter to all package holiday companies to remind firms of their legal obligations and the need to ensure refund options are clear and accessible.
A copy of this letter will also be sent directly to 100 package travel companies that we have received the most complaints about. The CMA is not disclosing the identities of the businesses it has issued letters to.
Find out more about our COVID-19 cancellations: package holidays investigation