Question to the Department for Transport:

To ask the Secretary of State for Transport, what steps he has taken to ensure that airlines to meet their legal obligations to refund customers within seven days.

There have been no changes to consumer law, and airlines are expected to abide by this and honour consumer rights. We have been clear with industry that when consumers are entitled to a refund and ask for one, refunds must be paid, and the process should not be unduly difficult for consumers.

Airlines are expected to provide cash refunds to consumers who have requested one in a timely manner, but we recognise that this is placing unprecedented demand on their systems and processes, which means there are some delays in these refunds being processed.

The department is in regular conversation with UK airlines and wider membership bodies, and is working closely with the sector, the regulator and consumer groups to help ensure airlines deliver on their commitments. The Civil Aviation Authority are responsible for enforcing European Regulation 261/2004. Despite current pressures, they have also been clear that they expect airlines to continue to act in a way which best serves the interests of their customers.