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Published on Monday, May 18, 2020

Right to Refund urges CAA to confirm status of credit notes

Campaign group Right to Refund has welcomed the Civil Aviation Authority's review into how airlines are handing refunds during the coronavirus pandemic but has urged it to confirm the status on refund credit notes.

Right to Refund managing director Kane Pirie said: "Right To Refund has repeatedly called for the regulator to engage and welcomes the apparent awakening of the CAA to this multibillion pound fiasco, which has been raging for weeks.

"The CAA has considerable powers including being able to prosecute companies and where appropriate their directors."

The CAA's statement says: "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."

Pirie added: "We urge airlines and package organisers to now do the right thing: pay the refunds due. Delay makes no sense legally, ethically or indeed commercially.

"Outlaw operators are burning their brands and will miss out on the bookings now flowing for 2021. Furthermore, the directors of those companies risk personal prosecution and potentially unlimited fines." 

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