The department is in regular contact with industry and has encouraged businesses to act fairly during this unprecedented event. The Government 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.