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Aviation: Fares

Question for Department for Transport

UIN 100661, tabled on 10 January 2022

To ask the Secretary of State for Transport, what recent discussions his Department has had with airlines to ensure that passengers are provided with refunds in the event of flight cancellations.

Answered on

13 January 2022

Consumer protection for those travelling by air remains a key priority for this Government. If an operator cancels the flight, passengers are entitled to a full refund.

During the pandemic, Government has been clear, including through the publication of the Passenger COVID-19 Charter, that everyone should be as flexible as possible, and that businesses are expected to be reasonable and refund customers who cannot travel due to COVID-19 restrictions. Passengers may not be entitled to refunds in certain circumstances and should check the terms and conditions of their booking. We have seen the industry responding flexibly by offering alternative dates or destinations in these circumstances.

In summer 2020, the Civil Aviation Authority reviewed airline compliant on refunds and worked collaboratively to improve performance. The majority of airlines now pay refunds within seven days.

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