Question to the Department for Transport:

To ask Her Majesty's Government what advice they provide on the steps to take to reclaim the cost of cancelled flights made through a travel agency in instances where the airline has refunded the travel agency and either (1) the travel agency has not refunded customers, or (2) the travel agency seeks to charge customers an additional administrative charge.

The Civil Aviation Authority has published guidance for businesses and consumers with respect to cancelled holidays and flights due to COVID-19.

The Government recognises the challenges businesses and consumers are experiencing with processing large volumes of refunds. In particular, we appreciate the frustration consumers may be experiencing. The Government’s position is clear - if a customer asks for a refund, that refund needs to be paid.

Most businesses are trying to do the right thing in these unprecedented circumstances, but where enforcement bodies have significant evidence that businesses are trying to take advantage of the crisis, we would expect them to take action.