Outrigger Hotels and Resorts

Published on Friday, September 10, 2021

Airlines failing to give correct Covid-19 advice

Airlines are failing to give correct Covid-19 information to customers according to a Which? investigation.

Some of the advice given could lead to passengers tbeing barred from flights, it found.

A mystery shopper initiative found customer agents at British Airways, easyJet, Jet2, Ryanair and TUI were most unable to provide clear or accurate answers, it said.

It said if customers followed the advice, about half would be denied boarding and would not be eligible for a refund.

Which? personnel posed as customers when making calls and contacted each airline at least three times.

"When airlines are responsible for deciding whether a passenger can board their flight or not, it's essential that their staff have a thorough and accurate understanding of the rules," said Which? travel editor Rory Boland.

Which? said mystery shoppers were given incorrect or unclear advice in seven of the 15 calls they made.

Some agents incorectly said a test was not required if they were vaccinated, and one said children under 12 were exempt.

Two BA and two TUI agents gave out information which would have seen customers denied travel.

It claimed six agents - two from BA, two from easyJet, one from Jet2 and one from Ryanair - told the mystery shopper they had never heard of lateral flow tests.

"The most reliable place to look for information on testing requirements for travel to your destination is the FCDO's website - here you'll find the most up-to-date information regarding entry requirements, traffic light changes, and other critical information before you travel," Boland added.


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