The UK Civil Aviation Authority has found airlines have upped their game when it comes to providing refunds in the wake of the Covid-19 outbreak.
The body has been reviewing the refund policies and performance of UK airlines and three of the largest international operators to the UK.
A further five international airlines were included due to the level of consumer feedback and concerns that refunds were not being paid during the coronavirus pandemic.
At the start of the process, some airlines were not paying refunds, with others facing potential backlogs of numerous months.
While recognising the coronavirus pandemic was an “unprecedented situation” for the aviation industry, the government organisation worked to protect consumer rights and to influence airlines to change their processes and practices in order to improve performance in providing refunds.
As such, the CAA now has evidence that shows that since it launched its review, and its wide-ranging engagement programme with airlines, all UK airlines are now “paying refunds”.
Call centre wait times have reduced, in some cases significantly, and customer service messaging has provided greater clarity on consumers’ rights to a refund for cancelled…