Question to the Department for Transport:

To ask Her Majesty's Government what assessment they have made of the ability of consumers to cancel and claim refunds for flights booked before the COVID-19 pandemic because one or more of their party have developed mental health difficulties resulting from the restrictions put in place to address the pandemic.

The Government recognises the challenges businesses and consumers are experiencing regarding refunds for cancelled holidays and flights. Airlines are working hard to answer the high call volumes and to process the very large number of applications for refunds.

The Government appreciates the frustration consumers may be experiencing. We have been clear with industry that when consumers are entitled to a refund and ask for one, refunds must be paid. The Department for Transport 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 safety and well-being of consumers is paramount. However, where a consumer had made the decision to cancel their flight, any refunds or rearrangement of travel would be a matter for the airline in question and its policy in relation to refunds and/or booking amendments. In addition, the consumer’s travel insurance or credit card provider may also be able to provide assistance in such cases. Consumers are advised to check with their travel insurance or credit card providers as they may be able to seek redress.