Written question – Travel & COVID-19 [29/04/2020]

To ask the Secretary of State for Transport, what steps his Department is taking to ensure that people who have booked holidays that have been cancelled as a result of the covid-19 outbreak will receive a full refund in cash if they are ATOL protected; and if he will make a statement. (39667)

Tabled on: 24 April 2020

Answer:
Kelly Tolhurst:

The Government recognises the challenges businesses and consumers are experiencing regarding refunds for cancelled holidays and flights. Airlines are working hard to answer the high call volumes and to process the very large number of applications for refunds.

The Government appreciates the distress and frustration consumers may be experiencing. The Department for Transport is in regular conversation with UK airlines and working closely with the sector, the regulator and consumer groups to help ensure airlines deliver on their commitments.

The Civil Aviation Authority wrote to UK airlines and some non-EU carriers last week to emphasise their approach on the issue of refunds and setting out their expectation that airlines make refunds in a reasonable period.

The answer was submitted on 29 Apr 2020 at 16:43.