Travel: Repayments

(asked on 24th November 2020) - View Source

Question to the Department for Transport:

To ask the Secretary of State for Transport, what steps he is taking to ensure that travel companies and airlines comply with legislation and refund passengers whose flights or holiday packages have been cancelled due to the covid-19 pandemic.


Answered by
Robert Courts Portrait
Robert Courts
Solicitor General (Attorney General's Office)
This question was answered on 2nd December 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) 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 has utilised its 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, while recognising the challenges businesses are facing.

Furthermore, the Competition Markets Authority (CMA) launched its Covid-19 Taskforce in April to identify, monitor and respond to competition and consumer problems arising from coronavirus and the measures taken to contain it. Where there is evidence that businesses have breached competition or consumer protection law, the CMA will take enforcement action if warranted.

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