COVID-19 Corona Virus South African Resource PortalĀ 

What should travel agents do if their clients request a refund that they are unable to recoup from a supplier?

In principle, the CPA states that consumers must be offered the option to choose either a voucher or a refund. Of course, in many cases, travel agents themselves have not received the refund from the supplier and thus simply do not hold the funds to pass onto their client.

However, the CPA was not developed with a situation like Covid-19 in mind, and the legal position is not entirely clear. For this reason, the CSGO encourages a compromise resolution where consumers accept a flexible voucher.

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