Aviation: Repayments

Department for Transport written question – answered on 25th November 2020.

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Photo of Tan Dhesi Tan Dhesi Shadow Minister (Transport)

To ask the Secretary of State for Transport, whether his Department has received reports of airline companies refunding vouchers given as a result of flight cancellations due to the covid-19 pandemic.

Photo of Robert Courts Robert Courts Parliamentary Under-Secretary (Department for Transport)

The Department for Transport has not received reports of airline companies refunding vouchers given as a result of for cancelled flights. The Government has been clear with industry that it is acceptable for airlines to offer a voucher as an option to a cash refund to the consumer, but that the risks need to be clearly communicated to consumers. Where a passenger believes they are entitled to receive a refund and did not accept a voucher, they are able to make a complaint to the airline.

The Department has also 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) is routinely reviewing the refund policies and practices of all UK airlines, as well as a number of international airlines that operate flights to and from the UK. The CAA continues to work with carriers to drive down waiting times, while recognising the challenges businesses are facing.

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