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Airlines Could Be Breaking The Law By Not Issuing Refunds For Cancelled Flights

Lucy Devine

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| Last updated 

Airlines Could Be Breaking The Law By Not Issuing Refunds For Cancelled Flights

Featured Image Credit: Unsplash

Airlines refusing to offer refunds for cancelled flights could be breaking the law, an investigation by Which has revealed.

The research found leading airlines and holiday providers are refusing refunds or issuing credit notes to those who have had their flights or package holidays cancelled, despite customers specifically asking for cash refunds.

Which asked 10 of the UK's biggest package holiday providers as well as 10 of the largest airlines about their policies regarding refunds.

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They report not one was consistent in meeting legal requirements, in which they have to refund customers within a statutory time frame.

For example, a number of big name airlines and holiday providers are issuing credit notes or vouchers (which may become worthless if the company collapses) for cancelled bookings, despite customers asking for a refund.

Others are refusing to give a time frame for how long refunds will take to be processed.

Added to this, many customers have reported being unable to get through to their airline or holiday provider over the phone, due to offices closing and long wait times.

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Many customers have been offered vouchers in place of refunds (Credit: PA)
Many customers have been offered vouchers in place of refunds (Credit: PA)

So what are your legal rights when it comes to cancelled holidays?

If your provider cancels your holiday, you are entitled to a refund and this must be processed by the company within 14 days.

Which? explain that your money is secured by ATOL while you hold a booking, even if the departure date has passed. Basically, this means you'll get your money back if the company ends up going bust - which isn't necessarily the case with a voucher.

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For this reason, Which? has advised customers not to accept one.

If your flight has been cancelled and you are departing from a UK or EU airport, you must be offered the choice of being rerouted or refunded and the refund must be processed within seven days - whatever the reason for cancellation.


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Which? is now urging the government to support the travel industry, but is adamant that customers' rights to a refund must be recognised.

They've now issued a 10-point plan of what they want to see. This includes: All eligible customers to be offered a cash refund, the Foreign and Commonwealth Office (FCO) to extend its travel advice to a specific date (the current advice is an open-ended ban on all but essential international travel out of the UK) and travel insurance companies to make their terms and conditions clearer.

Thousands of holidaymakers have had their trips and flights cancelled due to the ongoing COVID-19 pandemic. From weddings, to anniversary trips, hen dos and weekends away, if you've been affected you can read the report in full, here.

Topics: Life News, News, Coronavirus, travel, Covid-19

Lucy Devine
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