To ask Her Majesty's Government what plans they have to conduct a systematic review of passenger rights and protections following difficulties in accessing refunds for cancelled flights during the COVID-19 pandemic; and what steps they are taking to ensure that passenger protections are strengthened under any new airlines insolvency legislation.
21 October 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.