Airlines: Coronavirus

(asked on 28th August 2020) - View Source

Question to the Department for Transport:

To ask the Secretary of State for Transport, if he will make it his policy to take immediate action against Airlines that fail to comply with consumer rights legislation during the covid-19 pandemic.

Answered by
Kelly Tolhurst Portrait
Kelly Tolhurst
This question was answered on 8th September 2020

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

This content was generated for your convenience by Parallel Parliament and does not form part of the official record.
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