Skip to content 
Search

Latest Stories

Top UK travel firm says it can't be blamed for ticket refund delays by airlines

TRAVEL TROLLEY, the online arm of Southall Travel, has reiterated that it cannot “enforce” refunds of air tickets cancelled due to the coronavirus pandemic.

The company’s clarification came in response to concerns raised by a reader who referred to an article in Eastern Eye featuring Southall Travel COO Jaymin Borkhatria.


Southall Travel, which handles 1.1 million clients annually in the UK, said it processed refunds worth more than £22 million relating to about 95 per cent of its customers by the middle of June.

“The customers will remember the agents who stood by them during these challenging times and we are probably the only agent who has refunded majority of our customers,” Borkhatria, who also heads Travel Trolley, had told Eastern Eye at that time.

According to the reader, said to be a Travel Trolley customer, he hadn’t received refund for a Thai Airways ticket booked via the travel company.

Borkhatria explained: “For flight-only bookings or single component, we are not the principals; it’s the airlines. So, we just liaise with the airlines on behalf of our customers, but can’t enforce it [refunding]. The regulators should have done this, but it hasn’t happened.”

In the June interview to Eastern Eye, Borkhatria mentioned the issue: “For flight only or single component [bookings], we are not the principals, the airline is… and we have to adhere with the airlines policy on refunds, which can be challenging and frustrating not only for us, but more important, our customers.”

Referring to the customer’s concern, Borkhatria said Thai Airways was “not approving refund applications, which is the big issue”.

Thai Airways has, in fact, placed all ticket refunds on hold.

“As Thai [Thai Airways] is currently undergoing rehabilitation proceedings through the Central Bankruptcy Court, the company regrets to inform its customers that it is temporarily prohibited from processing any refund requests at this time,” the carrier recently said in a statement.

“We sincerely apologise to our customers regarding the business reorganization process, which temporarily barred us from proceeding with the airfare refund. Nevertheless, current air ticket holders can use the ticket and postpone the travel dates when the company resumes the operation in compliance with the easing of Thailand’s Covid-19 surveillance, prevention, and control measures in respect of inbound and outbound flights.”

Borkhatria maintained that Southall Travel had “refunded all our customers where we have received the refunds”.

“In the case of airlines [such as Thai Airways] that haven’t approved refund applications, we are chasing them on daily basis on behalf of the customers,” he added.

More For You

Manchester Police probes over 1,000 child sexual abuse suspects

Photo for representation. (iStock)

Getty Images/iStockphoto

Manchester Police probes over 1,000 child sexual abuse suspects

GREATER MANCHESTER POLICE is now investigating more than 1,000 child sexual abuse suspects, following years of public criticism and institutional failings in tackling child sexual exploitation.

A new report by His Majesty’s Inspectorate of Constabulary and Fire & Rescue Services (HMICFRS) has revealed the force has made “significant improvements” in dealing with group-based sexual abuse and related crimes.

Keep ReadingShow less
Diwali

This year’s Diwali event will still see Belgrave Road continue to host what is left of the festival. (Representational image)

Major changes announced for Leicester’s Diwali celebrations amid safety fears

LDRS

THIS year’s annual Diwali celebrations will be stripped back amid public safety fears. Leicester City Council has said there will be no fireworks or stage entertainment as part of major changes announced for the event.

Cossington Street Recreation Ground will also not be used for the festivities, the council has revealed. The green space previously was the location for the main stage and the Diwali Village with its food stalls, funfair rides, fashion and arts. The annual fire garden display was also based there, offering “a peaceful oasis amid the festive excitement”.

Keep ReadingShow less
Corbyn- Zarah Sultana

Zarah Sultana with Jeremy Corbyn during a protest outside Downing Street demanding the UK government to stop all arms sales to Israel. (Photo: X/@zarahsultana)

X/@zarahsultana

Zarah Sultana leaves Labour, plans new party with Corbyn and independents

FORMER Labour MP Zarah Sultana has announced her resignation from the party and plans to launch a new political party alongside ex-Labour leader Jeremy Corbyn and other independent MPs and activists.

Sultana, who represents Coventry South, lost the Labour whip last year for supporting the removal of the two-child benefit cap.

Keep ReadingShow less
Hasmukh Shah

The certificate was presented to Shah at the Welsh parliament by Anita Bailey, Home Office Director Windrush Unit.

Hasmukh Shah receives UK minister’s certificate of appreciation

A prominent Asian doctor has been recognised for his services to the community. Prof Hasmukh Shah has received a certificate of appreciation for his contribution and services to the United Kingdom.

The certificate was issued by Seema Malhotra MP, UK Minister for Migration and Citizenship, as part of the Windrush Cymru Elders and Race Council Cymru’s Windrush work in Wales.

Keep ReadingShow less
Dalai-Lama-Getty

Dalai Lama looks on as offerings presented by Buddhist followers are laid on a table during a Long Life Prayer offering ceremony at the Main Tibetan Temple in McLeod Ganj, near Dharamsala, India, on June 30, 2025.(Photo: Getty Images)

Getty Images

India says Dalai Lama alone can decide successor

A SENIOR Indian minister has said that only the Dalai Lama and the organisation he has established have the authority to decide his successor as the spiritual leader of Tibetan Buddhism. The comment runs contrary to China’s long-standing position on the matter.

The Dalai Lama, who fled to India in 1959 following a failed uprising against Chinese rule, said on Wednesday that after his death he would be reincarnated as the next spiritual leader, and that only the Gaden Phodrang Trust would be able to identify his successor. He had earlier said that the next Dalai Lama would be born outside China.

Keep ReadingShow less