Question to the Department for Transport:

To ask the Secretary of State for Transport, what recent discussions he has had with the Civil Aviation Authority on supporting airlines to decrease the time taken to process and issue refunds for flights cancelled due to the covid-19 outbreak.

The department regularly engages with the Civil Aviation Authority and industry groups. The government has been clear that airlines 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 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.