Ski and summer resort operator Mark Warned has modified its refund policy after being accused of gagging customers who get their money back.
The Sunday Times reports today the experience of one customer who was paid £1,510 back following a cancelled ski holiday in March.
She told the newspaper that the firm, which is legally obliged to refund within 14 days of cancellations, refunded on the basis of confidentiality.
The Sunday Times quoted Gordon Spence, head of customer services at Mark Warner, who said:
“We have been refunding guests and all payments so far have been and will continue to be made regardless of whether agreement has been given.
“However, we have considered and taken on board what [The Sunday Times has] written, and emails and letters to guests have been modified so there is now no doubt that all future refunds are being made unconditionally.”
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