Question to the Department for Transport:

To ask the Secretary of State for Transport, what discussions he has had with representatives from the airline industry on ensuring that passengers who have had their flight cancelled as a result of the covid-19 pandemic have been able to choose between receiving (a) a full refund or (b) the equivalent amount in vouchers.

The Department for Transport is working closely with the sector, the regulator and consumer groups to help ensure airlines deliver on their commitments. The Government has been clear to the industry that vouchers can be offered only as an alternative to a full cash refund at the consumer’s choice. The airlines must communicate the risks and present both options to passengers clearly and upfront.

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.