I appreciate that airlines are having to process a very large number of refund applications and calls, and that this unprecedented demand on their systems and processes has resulted in some delays to refunds being processed. However, I also recognise the frustration and worry that some consumers are experiencing. There has not been any change in consumer law and the Government has made clear that if a customer requests a refund, then that refund has to be paid. The refund process should not be made unduly difficult for consumers either.
The link below takes you to the UK Civil Aviation Authority (CAA) website, which can help you work out which category your flight comes under, if it is covered by EU law, and the full range of options available to you: https://www.caa.co.uk/Passengers/Resolving-travel-problems/Delays-cancellations/Cancellations/Medium-haul-cancellations/. If a short, medium or long-haul flight covered by EU law is cancelled, you are entitled to a full refund for all parts of the ticket you have not used.
I am reassured that the Department for Transport has been in regular contact with UK airlines, the regulator and consumer groups to help make sure airlines deliver on their commitments. It is also welcome that the CAA is reviewing the refund policies of all UK airlines, as well as a number of international airlines that operate flights to and from the UK. The review, which began in May, is considering how airlines are handling refunds for flight-only bookings during the pandemic.
