Question to the Department for Transport:

To ask the Secretary of State for Transport, whether he has met with TravelUp to discuss the implications for his policies of their proposals for airlines to protect customers' money in trusts.

The Department has not met with Travelup to discuss their proposals. 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 to drive down waiting times, but balancing the support businesses need during this unprecedented situation.

The department is keen to work with the regulator, industry and consumer groups to help the sector return to normal. The COVID-19 pandemic has highlighted a number of challenges and the department will be learning lessons from the pandemic, to make changes that are practicable and deliverable.