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Aviation: Fares

Question for Department for Transport

UIN 77804, tabled on 21 July 2020

To ask the Secretary of State for Transport, what assessment his Department has made of the implications for its policies of the proposal by the online travel agent TravelUp to ringfence civil aviation fares until departure to prevent customers having to wait long periods of time to be reimbursed for cancelled trips.

Answered on

7 September 2020

The Department has been clear that airlines and travel agents should not deny consumers their legal right to a refund, if it is requested and this should be done in a timely manner. The Civil Aviation Authority (CAA) undertook a review of the refund policies of all UK airlines, as well as a number of international airlines that operate flights to and from the UK. The CAA has utilised this review to influence airlines to change their processes and practices in order to improve performance in providing refunds. The CAA’s actions have led to an improved quality of service and performance from most airlines. The CAA continues to work with carriers to drive down waiting times, but balancing the support businesses need during this unprecedented situation.

The COVID-19 pandemic has highlighted a number of challenges. The department is keen to work with the regulator, industry and consumer groups to learn lessons from pandemic, to make changes that are practicable and deliverable.