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.