Teletext Holidays and Alpharooms are facing court action over pandemic refund delays

Teletext Holidays and Alpharooms owner faces court action over pandemic refund delays with travellers still owed more than £1m

  • Teletext Holidays and Alpharooms facing court action by the CMA 
  • The two companies have failed to refund £1.2million owed to travellers
  • Some have been waiting more than a year for their money  

Teletext Holidays and its sister firm, Alpharooms, are facing court action after failing to return refunds to its package holiday customers who had trips cancelled during the pandemic.

The two companies have previously been warned by the Competition and Markets Authority to pay back their customers after many said they were still waiting for their money back.

The CMA said it has requested a court order stating that package holiday customers with outstanding refunds are repaid immediately and those entitled to a refund in future are paid within the 14 days required by law.

Thousands of customers are still waiting to get a refund from Teletext Holidays, years on

It comes after Truly Holidays, the company that operates Teletext Holidays and Alpharooms, formally agreed in May to address failures to issue timely refunds.

After reviewing Truly Holdings’ final report on progress with repayments, the CMA wrote to the firm on 16 September stating it would take the company to court unless it took urgent action to improve how it handles refunds to package holiday customers.

A month on, the regulator said it does not consider that Truly Holdings has done enough to provide refunds to package holiday customers with outstanding claims, including recent cancellations, or to make sure that it pays all future refunds that are due within the 14 days.

The CMA will be asking the court to order that Truly Holdings puts in place appropriate processes to ensure it complies with the law in the future.

It added that as it considers Truly Holdings is in breach of the law and that harm to consumers is ongoing, it is seeking that the claim be expedited, so that the case can be heard more quickly.

However, it is for the court to determine a date for the hearing.

Andrea Coscelli, Chief Executive of the CMA, said: ‘Companies must abide by consumer protection law and treat their customers fairly.

‘After engaging with Teletext Holidays extensively, we are now requesting a court order to make sure that the company immediately pays back the money it still owes to customers and refunds people within 14 days, going forward.’

The CMA is taking the firms to court after it failed to deliver the refunds to all of its customers

The CMA is taking the firms to court after it failed to deliver the refunds to all of its customers 

Since the CMA initially called out Teletext in May, hordes of readers have got in touch with This is Money to say they are still waiting on a pay out. 

We previously reported on the number of customers that are still waiting for refunds for holidays that were often due to take place well over a year ago.

Many are waiting on hundreds and even thousands of pounds to be returned.

However, Teletext said it has been refunding customers as much as possible.

A spokeswoman for Teletext Holidays said: ‘The company is working as hard as it can and continues to process the remaining refunds due under the Package Travel Regulations to our remaining customers, and as such is very disappointed by the latest action by the CMA.

‘As at 11 October 2021, we owe £1.2million towards historic and ongoing cancellations and have refunded over £10.8million.

‘We have engaged in constructive dialogue with the CMA and continue to vigorously pursue any strategy agreed with the CMA.’

Agreements from LoveHolidays,, Virgin Holidays and Tui UK were previously secured by the CMA after thousands of customers complained the companies had failed to refund them for cancelled trips.

The travel sector has been one of the hardest hit during the pandemic and has faced the most scrutiny from the watchdog, which wrote to more than 100 firms reminding them of their responsibility to process all refunds within 14 days by law for any cancellations.