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<p>There have been no changes to consumer law, and airlines are expected to abide
by this and honour consumer rights. We have been clear with industry that when consumers
are entitled to a refund and ask for one, refunds must be paid in a timely manner,
and the process should not be unduly difficult for consumers.</p><p> </p><p>My department
is working to consider the impacts of COVID-19 on the ATOL Scheme, proposals for vouchers,
and the payment of refunds for cancelled holidays and flights. We are working to reach
a position on this issue that balances the need to protect consumer rights whilst
recognising the continuing pressure on industry.</p><p> </p><p>The Civil Aviation
Authority are responsible for enforcing European Regulation 261/2004. My department
works closely with the Civil Aviation Authority and has regular discussions with them
about the range of issues that have arisen from the COVID-19 crisis – including issues
relating to enforcement action in respect of refund payments.</p><p> </p><p>On 1 July
2020 the Civil Aviation Authority provided an update on its website about its review
into the refund policies of airlines during the coronavirus pandemic. They are reviewing
the refund policies of all UK airlines, as well as a number of international airlines
that operate flights to and from the UK. The review is considering how airlines are
handling refunds for flight-only bookings during the COVID-19 pandemic.</p><p> </p>
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