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Refunds and cancellations: The current situation

The current situation in which travel agents, travellers, and suppliers find themselves is truly unprecedented. Our laws and regulatory bodies, including the Consumer Protection Act (CPA) and the Consumer Goods and Services Ombud (CSGO), were not developed with a pandemic of this magnitude in mind and are, therefore, unclear in some instances.

As ASATA, we will continue to seek clarity and answer all of your questions to the best of our ability.

The CSGO says that consumers who are faced with a service that has not been delivered must be given the option of a voucher or a full refund. However, in many cases, particularity with airlines, suppliers are not giving the option to even apply for a refund.

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