COVID-19: “Substantial” Number of Refunds Still to be Paid – CAA

The Civil Aviation Authority (CAA) has said that there is a "substantial" number of refund claims still waiting to be processed

The Civil Aviation Authority (CAA) has said that there is a “substantial” number of refund claims still waiting to be paid out.

The CAA stepped in to review the refund policies of all UK airlines as well as some international carriers in May after customers claimed they were being denied their rights.

IT said that it found that only a “minority group of airlines” has been consistently providing customers with refunds in “an acceptable timeframe”.

18 airlines were investigated.

In a statement, the CAA said: “Having engaged with these airlines, the Civil Aviation Authority can now confirm that these airlines are all paying refunds.

“A number of airlines have now introduced new systems for processing refunds. More work remains to be done by this group of airlines to make it clear to passengers that they are entitled to a refund and show that there is a straightforward process for claiming it.

“We will allow these airlines a short period to make the necessary improvements before we reach a definitive view on their performance.

“We have received responses from a number of airlines agreeing to this request. We will assess the suitability of these commitments and, should we accept them, we will monitor the airlines’ performance against them.

“If performance does not improve in line with the commitments, the Civil Aviation Authority will not hesitate to take enforcement action.”

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