People are suffering “serious financial and emotional distress” as they struggle to claim refunds for flights and holidays cancelled due to coronavirus Which? has found.
The consumer rights body had put together a dossier of more than 14,000 refund complaints.
The complaints – which have been passed onto the Civil Aviation Authority (CAA) as part of its review of how airlines have handled cancellations and refunds in recent months – are collectively worth more than £5.6 million and detail the significant toll that delayed and denied refunds are taking on customers’ lives.
The findings come as Which?’s campaign, ‘Refund Us. Reform Travel.’, demands that airlines urgently refund any passengers still owed money for cancelled flights and holidays.
Under the denied boarding regulations, if a UK or EU airline (or an airline flying from an airport in the UK or EU) cancels a flight, a passenger should be refunded within seven days.
Package holidays are protected by the package travel regulations, which entitle a passenger to a full refund within 14 days if a holiday is cancelled.
However, many of the biggest carriers have been openly breaking the law amid an unprecedented volume of cancellations caused by the…