Question to the Department for Transport:

To ask Her Majesty's Government what assessment they have made of the findings by Which? that British Airways and Easyjet had required customers to accept vouchers rather than refunds when they were unable to fly because of COVID-19 restrictions; and what steps they intend to take to ensure that those airlines adopt procedures that make it easy for customers to claim refunds.

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) 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 on the issue of refunds, while recognising the challenges businesses are facing.