Major UK airlines and package holiday providers were accused of breaking the law on Wednesday by failing to refund customers on time amid the coronavirus outbreak.
Consumer affairs group Which? said the 20 leading firms must refund customers as they legally should and it urged insurance terms and conditions to be clearer.
Some large firms such as British Airways, TUI, Virgin holidays and Ryanair are issuing credit notes even when cash refunds have been asked for.
"Some holiday companies claim to still be offering refunds but say there are delays in returning customer cash. Lastminute and Expedia both claim to still allow cash refunds, but customers are reporting that they haven't been refunded weeks after making a claim," Which? said.
Many have blame "unprecedented" levels of demand for refunds for the delays although smaller operators are generally paying out refunds on time.
"We do not want to see the industry suffer further as a result of this outbreak, but it cannot be on consumers to prop up airlines and travel firms, especially when so many maybe in difficult financial situations of their own," said Rory Boland, Editor of Which? Travel.
Qantas and Virgin Atlantic are among the airlines issuing credit notes automatically for flights they've cancelled while British Airways customers have complained the number they have been given to contact automatically hangs up when the refund button is pressed.
If a package holiday provider cancels a holiday and is asked for a refund, it must process it within 14 days. For flights, long as the airline is based in the UK or EU, or you are flying from an airport in the UK or EU, you must be offered the choice between being rerouted or refunded if the airline cancels your flight Which? said.
"Airlines are facing unprecedented challenges keeping vital routes open to repatriate stranded British travellers and transport critical medical supplies and PPE as part of cargo operations," Airlines UK, the association of UK airlines, told The Guardian.
"Carriers are facing a far longer than usual volume of refund claims to get through and the current restrictions imposed nationally mean they are not able to bring in additional staff to deal with them. We are thankful to passengers for their continued patience."
