Question to the Department for Transport:

To ask Her Majesty's Government, further to the answer by Baroness Vere of Norbiton on 5 May (HL Deb, cols 369–72), what steps they are taking to ensure that British Airways and other airlines process and deliver refunds that have been promised to customers as soon as reasonably possible.

The Department for Transport is in regular conversation with UK airlines and wider membership bodies. We are working closely with the sector, the regulator and consumer groups to help ensure airlines deliver on their commitments.

Airlines are working hard to answer the high call volumes and to process large volumes of refunds. However, the Government appreciates the frustration consumers may be experiencing. We have been clear that where a consumer has asked for a refund, that refund must be paid.