2020 was a year shaped by many Containment measures in many countries around the world. De facto, Travel plans had to be canceled or postponed and repayment problems ensued. Unfortunately, the travelers seized the agent of theTravel insurance more than twice as often as in 2019.
In 2020, the Covid-19 health crisis exploded the number of appeals to the travel insurance mediator
18 332: this is the Number of mediation requests for travel insurance in 2020 an increase of 111% over 2019. Indeed, travel plans have been seriously disrupted due to the Covid-19 crisis and consumer refunds have not always followed suit. 2020 is therefore the year with the highest number of recommendations in a year since the founding of the Tourism and travel agency service (MTV) in 2012.
In detail, 64.59% of the complaints relate to Disputes caused by the pandemic how Reimbursement requests, Cancellations for exceptional circumstances or even loan applications. In addition, 75.19% related to an online purchase and 62.69% related to a flight. It must be said that air travel has been hit hardest by this crisis: at the moment, airlines and aircraft manufacturers have not yet recovered.
The crisis has presented travel insurance with new challenges
And this crisis showed that Travel insurance and its legal framework were not suitable for new challenges due to the health situation. In addition, many countries now require travel insurance to enter their territory, whereas previously this only affected six destinations (Algeria, Saudi Arabia, China, Cuba, Mongolia and Russia). “The judge has to provide clarity, but since the beginning of the pandemic we have not yet had any case law that could clarify us. Since the judge had not yet taken any action, we had to be the first to innovate our recommendations, ”explains mediator Jean-Pierre Teyssier.
For its part, the MTV is particularly surprised by Article L211-14 of the Tourism Act, which a Cancellation free of charge for the traveler “If extraordinary and unavoidable circumstances occur at the destination or in the immediate vicinity, this has a significant impact on the performance of the contract or the transport of passengers to the destination.” As part of it Pandemic crisisThe measures provided for in this law are hardly applicable in practice and are more likely to be adapted to a time-limited context. It does not address issues that extend over time and whose effects on the itinerary are uncertain at the time of the cancellation request.
Proposals for changes by the mediator and the experts
With this knowledge, the Intermediary made some suggestions regarding Flight cancellations to the various parties so that they can agree on a regime that is compatible with these new issues. Note that since its inception, a traveler has been able to use this mediation for any service or tourist package concluded with a travel agent, airline or tour operator. This year the field of action has also expanded to other areas such as sports halls and motorway tolls. More than 100,000 professionals have joined the system, usually through their professional associations.
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