Like so many on here I am awaiting a refund. 8 weeks in. I didn’t push them early on because I understood the challenges they were facing. Now after 8 weeks they tell me there are further delays. I have written to Simon Calder and MoneySavingExpert and am waiting for them to get back to me. I also tweeted about this company and the problems I’m having. I‘ve also started a credit card refund dispute. It’s a shame because the reviews prior to this were good and the tour we were booked on sounded wonderful. As others have said - do the right thing Citrus if you still want a business at the end of all this.

My wife and I were due to fly out from Cardiff airport, travelling to Sri Lanka, on Monday 16th March. We had a phone call from Citrus saying we could still go, even though at that point Sri Lanka was quarantining every arrival, for 14 days (the length of our holiday). Have we been refunded?! Citrus are using every trick in the book to avoid giving us our money back. So far I have let my wife be fobbed off on the phone by them. She is a nurse, trying to save people’s lives, and is getting very upset over this, while trying to stay calm on a twelve hour shift. I have got a maintenance job in a care home to try and help, with this pandemic. Why don’t citrus do the right thing! Awaiting the refund, - Melanie Pile.

Update from Citrus request to contact them... This is their response: "They have advised that they have been in contact with you and given the information that was requested by your insurance company regarding the status of your booking. Therefore as far as we can see, they have co-operated with your requests." Yes, Admin had sent a letter to our Insurance but they failed to address the content of the letter! They have failed to respond to 4 requests to answer why we are no longer receiving our refund when the insurance company asked for confirmation of the amount. Terrible company. More than 5 months of waiting for our 60% refund and people are getting full payments weeks after cancellation. Unbelievable! This can't be legal. We are perusing every avenue available to us to further our complaint. Safe to say we will never book with this disreputable company again. Utterly disappointing; especially, after initial impressions of a well planned and executed European holiday. After receiving all our documents weeks in advance, we were forced to cancel due to border closures as Covid upset affected the countries we were to visit. May 14th we received a letter stating that we would be refunded 60% of our total costs stating "You will get the refund for CAN 3127 which is full and final payment". When contacted,on May 15th Citrus made efforts to confirm our email for E Transfer. When contacted July 15 we received reassurance that our refund would be made as we were in the queue would be processed ASAP. We asked on August 14th for a letter confirming our refund amount and that we have not rebooked, for a future date, to be sent to our insurance company. As we were not CC as requested I had to ask for a copy of the letter to which we received the most unpleasant surprise to read our "travel arrangements are non refundable." This type of low behaviour is unbecoming of this company. Our insurance was submitted with the understanding that we would have the agreed upon refund. All our flights were booked through Air Canada. According to their refund policy Citrus would have received their (our) money within 8 weeks of cancellation. I would assume the hotels might take a bit longer. I wonder how a company listed with ATOL standing and a member of ABTA, double dip monies owed to their customer. If Citrus fails to reverse this "mistake" we will, with all certainly, be looking at all available avenues to further this complaint.

The staff have been polite and efficient and have dealt with any queries in a most pleasant manner

Ryan was a very helpful guy and sorted it all out very efficient

Very friendly and efficient service, excellent

Our Citrus Holidays Tour included the use for 11 days of a guide. He was utterly professional, warm & welcoming as well as being so knowledgeable & proud of his country & State. With our guide we visited coastal areas, a tea plantation high in the hills, Wildlife, stayed a night on a Houseboat & visited so many places of interest. He brought it all to life and explained the cultural background and history. He was a remarkably skilled driver on roads that, at times, appeared seriously challenging. We felt safe in his hands and enjoyed everyone of our five stops. You need to be adventurous, respectful and energetic but this is a fantastic holiday with great hotels & Resorts in Kerala

Still waiting NO sign of REFUND!!!!

No problems booking or osying holiday and receiving relevant infofmation

We've been waiting now Since March for our refund of £5000 plus the compensation documented in the contract we agreed on. They just keep fobbing us off stating we are in a queue. We have sent numerous emails to this company and all we get back is is a basic reply. We are now in contact with our solicitors and are going to press for a full refund, compensation and solicitor and court costs.

Booking Reference 39250 What a horrific experience we’ve had with this awful company Citrus Holidays. Booked a £5000 holiday due to depart on the 18th March 2020, it was cancelled by Citrus on the 13th March and we have been chasing our refund ever since! Today is the 3rd August. We have made numerous phone calls and sent over 40 emails trying to find out when we will receive our refund. Five months with our money in their bank accounts incurring interest on money that doesn’t belong to them. We still have no indication when we will receive a refund and at this rate I have lost all confidence that we will ever receive it! It seems like they are fobbing us off so they can go into administration or something like that! I am now taking my own legal action and have sent all correspondence to our solicitor - shame it’s come to this but you won’t be getting away with keeping our hard earned cash for this long. You are disgraceful and you should be ashamed of your poor customer service. We and many family members have had refunds from Love Holidays and TUI for departures after our Citrus Holiday departure date and so please don’t respond by saying this is something all travel companies are facing because that is not true

Well, I finally received my refund for a trip booked by Citrus. Did Citrus refund the money? NO! They fought tooth and nail for months to keep the money for a trip THAT THEY CANCELLED due to Coronavirus. I had to open a dispute with my credit card company. AND CITRUS STILL PERSISTED IN KEEPING MY MONEY until the bitter end. The money had to be TAKEN back by my credit card company. And BTW Citrus, I’m not interested in your disingenuous response to this review...nor should anyone else be. It will only prompt another review from me. In the future, try honoring your contract. Never again!

I’ve returned from the Southern India trip with Citrus Holidays last March and it did not disappoint at the wrong time, I was initially reluctant to book this tour, but am so pleased with my decision! The itinerary was very well planned, with every day offering a different landscape of beautiful India! Be prepared for lots of Sightseeing, Palaces, temples and equally lots of different cultures and communities along the way. This is an excellent trip that gives you a good taste of the southern culture and historical sights along with the wonderful food with great hotels & Resorts, including rich Heritage/Culture, Tea plantations, Wildlife, Ooty Mountain train journey, backwaters journey in Houseboat and wonderful beaches in Kerala, We loved Wayanad Wild jungle lodge, a place in the midst of the rainforest Eco-sensitive establishment. Very comfortable room with balcony view of mating woodpeckers, giant squirrels, monkeys and lots more. Walks, talks and cookery demonstrations are all interesting and enjoyable. Best of all, especially for Hospitality and Food. They will spoil you with options. The staff and chefs are so courteous that they will go the extra mile to accommodate your needs, A true paradise away from all the hustle and bustle of India. 4x4 for an half hour drive up into the mountains and forest was an experience to be truly enjoyable.I always spent less than what I thought I would because a lot was included! But most of all, our tour Guide & Driver Abhilash was Outstanding! You’ll be so lucky if you also have Abhilash as your guide. A very inspiring man. very well organised trip. Incredible tour Guide & Can’t wait to travel with Citrus Holidays and would insist Abhilash as our Driver& Guide for our next adventure in South India.

Slightly anxious following my decision to book my first long-haul solo holiday online, I need not have worried! Citrus Holidays Kerala tour made me feel I was travelling privately (with only one other solo - who became a good friend along the way - and the driver). Seamlessly organised, great hotels with lots of included meals/activities and plenty of optional extras offered by the experienced local team made it possible to personalise this fabulous experience even further. Cooking with the lady was a highlight, the Tea Harvester Hotel in the middle of a plantation in Munnar was superb, as was the houseboat which served the best food! I’m running out of superlatives but value for money surely this programme cannot be beaten. A couple of tips: ask the driver where to buy beer, especially inland – don’t assume all hotels will be licenced. Also, do any shopping in Kochi in the first day or two, where there is much more on offer than later on. Thanks to all involved at Citrus, I will be using this company all the time now.

The places we visited, the scenery and all the hotels were awesome! I would definitely recommend it.

Our holiday to India arranged by Citrus was the best holiday we have had in a very long time. From being picked up by Mukesh from the Airport to dropping us off on the way back was immaculately planned and executed by the whole team including Shuhul who managed to change the schedule at our request, because we wanted to see the Taj Mahal at night and during the day. We could not have asked for anything more and as it was both of ours first time in India together it was MAGICAL. Our driver throughout the whole holiday was Mukesh and what a professional gentleman, he was a fantastic driver and nothing seemed to phase him. Our 7 day trip to the Golden Triangle is a trip which is highly recommended by us and especially through Citrus Holidays.

Our short 5 days in India where absolutely wonderful. The service was fantastic from all involved. We hope to visit again as soon as this crazy world is back to normal.

For months we have tried to reach a resolution with Citrus but their customer service is nonexistent. • Citrus pressured us into paying for new flights to return to the UK, despite this being the airline’s responsibility to provide alternative travel arrangements. Citrus basically told us to buy new flights and be refunded or we would be stranded. They wrongly advised that we could claim this back through insurance and that we would receive a cancellation invoice. This was handled poorly for us by Citrus as our package holiday provider. • We have still not received the refunds promised for the flight that was cancelled. It has so far been 5 months since we returned to the UK. They are not even willing to provide any breakdown of costs so that we know what refund we are entitled to. As for the package holiday. We booked the golden triangle tour and I would never recommend or return to India as a female. I have travelled a lot of Asia and never have I felt so unsafe. On our second day, we were told that we would be taken for a drive around New Delhi. We were picked up by our driver and another driver, and taken to one of their private homes. We were given tea and offered food which we politely declined, having seen news articles about young female tourists being offered tea and food under this pretence, only to be drugged and raped. We were conscious we were being watched by other men on close by rooftops. We were then asked to take a walk into the village, which would have put both myself and friend at risk had we not also declined this since no one would have known our whereabouts. They were very persistent and we had to repeatedly say no and wanted to go on the tour promised. When they eventually returned us to the hotel, they told us not to say anything to the company about them taking us to their house. This was a major impact to our holiday as it left us feeling unsafe for the remainder of our time in India, and we felt unsafe to complain this until returning home to England as the same driver was on the tour throughout. • We were often taken to shops that we did not want to go to and felt pressured into buying items that we didn't need. • Our driver asked for our mobile number so that he could confirm when he would be picking us up. Since returning home, he inappropriately continues to send us messages via WhatsApp despite our holiday having come to an end. We met two other women on our holiday and they told us their driver had tried to stay with them in the hotel and sell them alcohol at an overcharged price. They told us their driver had asked them if they had grandchildren and discovered their driver had been looking for them on Facebook. We told Citrus about this on our return and they’ve done nothing about that either. I would not recommend Citrus or ever use them again. Added - I have made Citrus aware of all the above despite their comment which I have email evidence of.

It is now 8 days since I booked and paid for a holiday to Italy. I have still not received confirmation of the booking or the ATOL Certificate despite chasing several times. I have never experienced a company that hasn’t provided these things almost immediately and always within 24 hours.....!! I would think this isn’t legal and is, without doubt, well outside industry standards.

We travelled with Citrus for the second time last November . The first time was Cambodia and Vietnam , on this occasion India (the Golden Triangle - and Kerala). Although communication with Citrus between booking and travel was patchy - this would be our only complaint. I have requested one or two different hotels on both occasions as we prefer to stay in smaller, individual hotels - they are happy to organise this and we paid a small additional supplement. We had drivers on both parts if the holiday - be warned there is a lot if travelling by car however the drivers were excellent - and friendly. I would particularly recommend Babu in Kerala who was superb - and we were sorry to say goodbye. The boat trip was marvellous - we would loved to have stayed another night. We will certainly travel with Citrus again .