If refunds are required for Freedom Travel Group ATOL protected bookings for customers due to depart from the 23rd September. Any payments that customers have made to freedom members such as, anything classed as an offline payment (bank transfer, cash or cheque), will be refunded by Hays Travel. This is under the instruction of the CAA, therefore Hays will require documentation from the customers, this will be requested as part of the claim. For customers who have paid by credit card, upon receipt of the customers claim Hays will issue the customer with the correct documentation to enable them to make a refund for these payments to their card issuer.(this does not apply to cancellations arising from Covid-19).
Customers abroad on a Freedom Travel Group ATOL 6042 trip on 23 September 2019 who had to repay for parts of their holiday that were ATOL protected under ATOL 6042 (e.g. transfers or accommodation) can make a claim for these expenses from ATOL not Hays Travel.