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My family holiday was cancelled due to COVID-19

The consumer's family holiday was cancelled due to the COVID-19 pandemic. She had booked her holiday through the online travel agent, OPODO. The consumer got in touch with us because she had struggled for months to get in touch with OPODO.

Resolution

The Consumer Council do not usually have remit to deal with complaints against online tour operators and travel agents. After contacting OPODO, we were able to arrange a full refund back to the consumer.