A group of ticket holders to the canceled Tomorrowland Winter festival is planning legal action to force refunds from its partner SunWeb, one of Europe’s leading travel groups.
The Zurich-based firm worked with Tomorrowland, the world’s largest summer electronic music festival, selling package trips to its smaller winter event in French ski resort Alpe d’Huez.
When the 25,000 person event was canceled because of coronavirus, SunWeb customers, who paid as much as $5,000 each, were promised a refund by the end of March.
But SunWeb told customers in an email on Friday they would instead be offered “corona-vouchers,” a program backed by the French and Belgian governments that allows companies to offer coupons instead of cash refunds.
European law entitles anyone with a canceled package holiday to a refund within 14 days of the cancellation.
“EU rules are clear: in case of canceled holidays, travelers have the right to be reimbursed,” an EU Commission spokesperson said.
Thousands of events across the world have been canceled in recent weeks as countries adhere to strict government restrictions to control the spread of the coronavirus.
Tomorrowland Winter ticket-holders are exploring options to force payment from the firm, including a class-action suit, card payment disputes or individual claims through solicitors.
A Legal Action Against SunWeb discussion group has over 100 members, some of whom have contacted their own lawyers, while others on social media discuss taking a joint claim against the operator.
SunWeb, which says on its website, “We all act like owners and accept personal accountability,” has been accused of ignoring emails and going back on its word after dropping its initial promise to refund customers by March 31.
It told those requesting cash on Friday that they will be paid back by February 2021 at the earliest, while some won’t see their money for 18 months.
Its private equity owner, Triton Partners, says on its website: “We have a fair, honest and straightforward business culture…When we make mistakes or experience difficulties, we seek to recognize them, learn from them and improve the way we work.”
Triton declined to comment, directing requests to SunWeb.
Read:How coronavirus forced hundreds of thousands of electronic music fans to miss out on two huge raves
Tomorrowland says on its website: “We are responsible for the generation of tomorrow and respect each other and Mother Nature.” But many fans feel let down. “It’s shameful of them…I won’t go back,” said one. Another called the brand’s messaging around unity a lie.
Tim Van den Bergh, SunWeb’s chief commercial officer, said: “With [the ‘corona voucher’], we ensure that all customers will retain the value of their payment and that our partners and we can remain there for our customers in the future.”
He said the company isn’t worried about any legal action but that 110 guests have so far rejected the vouchers.
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