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Tucan Travel has collapsed: how to get a refund

Updated 3 Feb 2021

 

Adventure travel operator Tucan Travel has collapsed, forcing the cancellation of around 850 holidays and leaving some customers with vouchers they can’t use.

The travel company, which sold trips mainly for younger travellers, announced on Tuesday morning that it couldn’t continue trading.

It had stopped operating holidays last March, at the start of the pandemic, and many customers were given vouchers for cancelled trips. The company gave them an extra 10% on top of what they’d paid to encourage them to rebook in the future.

But on Tuesday Tucan said it had ceased trading and it is taking no further bookings. Instead, it has appointed Begbies Traynor as administrators and says it expects to formally enter into administration by 16 February.

 

How to get a refund for your cancelled Tucan holiday

The administrators say they’ll contact all customers with Tucan bookings by Friday 5 February.

They’ll send an email with details of how to make a claim for money paid to Tucan Limited, the parent company of Tucan Travel.

Alternatively you can contact Begbies Traynor by email at [email protected] or by phone on 0845 228 2090.

However, Begbies said it’s expecting a lot of calls so it’s asking you not to ring until you’ve received and reviewed your email.

It’s likely that if you paid by credit or debit card you’ll be directed to make a claim from your card issuer. Otherwise your holiday should be protected by ABTOT, or by ATOL if it included flights.

 

 

ABTOT says its claims website will be open for all customers by 8 February.

Although the company was an ABTA member, ABTA isn’t handling refunds so there’s no point contacting them.

However, further information is available at tucantravel.com

 



 

What if you have a Tucan Travel voucher?

Tucan Travel issued some customers with vouchers (or Refund Credit Notes) instead of refunds when it cancelled holidays last March due to the pandemic. Some customers exchanged these for cash refunds but others were left with vouchers they now can’t use.

Unfortunately, Begbies Traynor hasn’t 100% confirmed yet that vouchers will be refunded. In a statement, it told us it is in the process of reviewing all outstanding customer bookings, including those customers who were issued with vouchers.

The administrator says it needs to ascertain what financial protection will be applicable in each case. Customers with receive full details by this Friday at the latest, in advance of ABTOT opening up its claims process on Monday, it says

 

Why has Tucan Travel collapsed?

The company’s Chief Executive Matt Gannan, a well-known figure in the travel industry, said the decision to shut the business was taken ‘with a heavy heart’. He said the company had no other option since there is ‘little prospect of a return to normal international leisure travel on the horizon’.

“We understand this will be a worrying time for customers with existing bookings and would urge them to contact the administrators to discuss how they can make a claim against any monies they may have already paid to the business,” he said.

“I would like to thank all clients, suppliers and staff for their support over many years and hope that all of you get to enjoy travelling again in the future.”

 

Please note, Tucan Ltd has no connection to any other business with a similar name.  

Linsey McNeill

A journalist and travel writer of 35 years' standing, a once-a-week yogi, terrible skier and out-of-order mum to 2 teens. Previously Editor of TravelMole.com, bylines also include The Telegraph, The Times, The Observer, the London Evening Standard, Which? and The South China Morning Post.

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