All big UK airlines and travel firms denying refunds, Which? finds

All of the UK’s biggest airlines and most big holiday companies are systematically breaking the law by denying timely refunds to customers for travel cancelled during the pandemic, researchers have found. Consumer groups have warned that the sector risks permanently losing public confidence in booking travel, with Which? finding 20 of the UK’s largest operators are illegally withholding refunds that should be paid within 14 days. Most have instead offered vouchers or credit notes, and customers have complained they have been unable to obtain refunds online or get through to make a claim on the phone. According to the travel industry’s own estimates, up to GBP7b could be owed for cancelled trips. However, industry bodies say firms would be bankrupted by repaying now as they are receiving no booking revenue. <br/>