Coronavirus: Airline regulator could take action over refund handling

The aviation regulator has warned airlines could face legal action if they mishandle cancelled flight refunds. The Civil Aviation Authority (CAA) said it was reviewing how airlines were dealing with customer refunds during the coronavirus pandemic. By law, plane operators must refund customers within seven days if their flight is cancelled. But with most fleets grounded, airlines are struggling to cope with all the requests for refunds and are delaying paying out or directing customers to vouchers. The CAA said: "Under the law, consumers are entitled to receive a refund for their cancelled flights, despite the challenges the industry is currently facing. We support airlines offering consumers vouchers and rebooking alternatives where it makes sense for the consumer. But it is important that consumers are given a clear option to request a cash refund without unnecessary barriers." The regulator said it did not expect airlines to "systematically" deny consumers their right to a refund and they should provide the monies "as soon as practically possible."<br/>