UK: Airlines must improve ticket refund performance, regulator demands

Britain’s aviation regulator has demanded improvements from many airlines in refunding passengers whose flights are cancelled. In a review of the industry’s performance since the coronavirus pandemic began, the Civil Aviation Authority (CAA) has criticised BA, easyJet, Ryanair and other carriers for delays in paying back air fares. Jet2 is the only UK airline to be praised for “providing refunds promptly”, along with the US carriers American Airlines and United. Under European air passengers’ rights rules, airlines are supposed to refund travellers in cash and in full within a week of the departure date of the flight. But carriers have hit back, insisting they have done their best in extraordinary circumstances. Richard Moriarty, CE of the CAA, said: “Although we have taken into account the serious operational challenges many airlines have faced, we have been clear that customers cannot be let down in this way, and that airlines must pay refunds as soon as possible. There is still work to do. We have required commitments from airlines as they continue the job of paying customer refunds. Should any airline fall short of the commitments they have made, we will not hesitate to take any further action where required.” Virgin Atlantic is heavily criticised for the extreme delay in paying refunds. British Airways was criticised for directing customers seeking refunds to a telephonic dead-end.<br/>