The UK Civil Aviation Authority has a track record of standing up for consumer rights and will continue to do so. We are reviewing how airlines are handling refunds during the coronavirus pandemic, and will consider if any action should be taken to ensure that consumer rights are protected.
Under the law, consumers are entitled to receive a refund for their cancelled flights, despite the challenges the industry is currently facing. We support airlines offering consumers vouchers and rebooking alternatives where it makes sense for the consumer. But it is important that consumers are given a clear option to request a cash refund without unnecessary barriers. We expect airlines to provide refunds for cancelled flights as soon as practically possible, whilst appreciating there are operational challenges for airlines in the current circumstances.
We have published guidance and advice for both industry and consumers and we continue to engage with airlines on this important issue. We do not expect airlines to systematically deny consumers their right to a refund.
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