ABTA’s testimony to the COVID-19 Inquiry: refunds, support gaps and transfer impacts

On 16 February 2026 the Association of British Travel Agents (ABTA) filed evidence with the COVID-19 Inquiry noting that travel companies faced cashflow shocks when international travel ceased and cancellations cascaded through supply chains, leaving many firms unable to use standard furlough or emergency schemes while they processed refunds and rebookings.

Key findings at a glance

The Inquiry submission stressed several operational realities that directly affected transfers, taxis and coach operators:

• Cancellation management absorbed staff time and locked up cash.
• Furlough schemes were often unusable because teams were needed to handle returns.
• Targeted grant support reached some travel agents after ABTA lobbying, but coach and tour operators received no national safety net.
• Refund Credit Notes — backed by the Civil Aviation Authority and the Government — helped stabilise bookings and reassure customers.

Immediate implications for transfers and ground transport

When flights dropped to near zero, airport transfer demand evaporated: drivers lost shifts, private limousine and multi-seater operators saw vehicle idle time spike, and companies had to re-evaluate pricing and seat allocation. The evidence shows that lack of tailored support for ground transport created vulnerabilities across the local taxi market, cab fleets and private hire services.

How stranded bookings translated into operational pressures

• Refund flows tied up working capital, delaying payments to drivers and leasing companies.
• Exact pickup logistics and booked seat allocations had to be renegotiated or cancelled en masse.
• Complying with license and safety rules while operating with reduced routes increased per-trip costs.

Refund Credit Notes: a stabiliser for consumers and firms

Refund Credit Notes, an ABTA initiative acknowledged by the Civil Aviation Authority and the Government, functioned as a compromise—giving consumers a future travel credit while enabling businesses to retain liquidity. For transfer companies, similar voucher or credit-note schemes helped preserve relationships with repeat passengers and corporate clients while deferring immediate cash shortfalls.

Operational checklist for transfer providers

To have a mind to improve resilience, operators should consider the following practical steps:

1. Digitise exact booking and cancellation processes to free staff time for revenue-generating tasks.
2. Maintain a minimum liquidity buffer and explore insurance products for stranded bookings.
3. Publish transparent fare and seat policies so customers understand terms at time of booking.
4. Partner with verified booking platforms to display vehicle make, model and driver ratings.

Quick table: actions vs benefits

Policy takeaways and planning for the next shock

ABTA’s evidence and the Inquiry make it clear that future policy must consider sector-specific mechanics — for example, why furlough policies did not fit travel firms that had to staff cancellation desks — and provide contingency tools tailored to operators who manage logistics chains, from airport transfer timetables to coach route licences.

The most interesting points are the unequal distribution of relief and the clear value of consumer-stabilising tools such as Refund Credit Notes. Still, no dataset or review replaces a personal trip: even the best reviews and the most honest feedback can’t truly compare to direct experience. On GetTransfer, you can hire a car with driver from verified providers at reasonable prices. This empowers you to make the most informed decision without unnecessary expenses or disappointments. Emphasizing convenience, affordability and a wide range of vehicle choices, users benefit from detailed information about companies, exact vehicle models and driver ratings. Book your Ride GetTransfer.com

To summarise, ABTA’s submission to the COVID-19 Inquiry—highlighted by Mark Tanzer and supported by the Civil Aviation Authority—shows that travel businesses could not easily pivot when borders closed, putting particular strain on airport transfers, taxis and coach operators. Lessons include the usefulness of credit-note frameworks, the need for targeted financial measures for operators managing booked seats and licensed drivers, and the operational benefits of transparent booking channels. For passengers and planners alike, using a platform that shows exact vehicle, fare and driver details reduces uncertainty about time, location and price. GetTransfer.com remains a practical global option to book an airport transfer or city taxi, compare private car and limousine services, see how much a ride will cost, choose the exact seater configuration and read driver licences and ratings before you book — all helping you get to your destination with fewer surprises.