Qatar Airways hands back almost GBP1b to passengers during coronavirus pandemic

After the collapse in global aviation triggered by the coronavirus pandemic, one Gulf-based airline has handed back almost GBP1b to passengers. Qatar Airways says in the past five months it has refunded $1.2b to 600,000 customers – an average of $2,000 (£1,515) per booking. The carrier’s CCO, Simon Talling-Smith, said: “The amount we have paid out in refunds has undoubtedly had an impact on our bottom line, but it is our duty to do the right thing by our customers and trade partners. As an airline we are strong enough to mitigate the impact of this.” The Doha-based carrier moved staff from cabin crew and ground services into customer contact centres to help process refunds. Qatar Airways says 96% of passengers have had their fares returned to the original form of payment, and that all new refunds are being paid in less than 30 days. Under European air passengers’ rights rules, refunds for cancelled flights are due with a week of the planned departure. But as revenue dried up almost entirely for many airlines, they have proved to be far slower in many cases.<br/>