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<p>Consumer protection for those travelling by air remains a key priority for this
Government. If an operator cancels the flight, passengers are entitled to a full refund.</p><p>During
the pandemic, Government has been clear, including through the publication of the
Passenger COVID-19 Charter, that everyone should be as flexible as possible, and that
businesses are expected to be reasonable and refund customers who cannot travel due
to COVID-19 restrictions. Passengers may not be entitled to refunds in certain circumstances
and should check the terms and conditions of their booking. We have seen the industry
responding flexibly by offering alternative dates or destinations in these circumstances.</p><p>In
summer 2020, the Civil Aviation Authority reviewed airline compliant on refunds and
worked collaboratively to improve performance. The majority of airlines now pay refunds
within seven days.</p>
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