Handle a travel refund complaint

Check the Package Travel Regulations and reply in writing.

1. Log the complaint
2. Check booking and terms
3. Check the 14 day refund rule for cancelled packages. Most people forget this: Package holidays cancelled by you must be refunded within 14 days
4. Decide on a refund
5. Approve the decision (Customer service manager signs off)
6. Reply in writing
7. Record the cause

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