"We are reviewing how airlines are handling refunds during the coronavirus pandemic, and will consider if … Requiring transparency improvements, 3. The UK Civil Aviation Authority has provided an update on its review into the refund policies of airlines during the coronavirus pandemic. MIAMI – Virgin Atlantic (VS) is facing enforcement action by the UK Civil Aviation Authority (CAA) over its delays in paying refunds for canceled flights during the pandemic. Our review found that a number of airlines were not performing adequately. We have required commitments from airlines as they continue the job of paying customer refunds. 2015 © Civil Aviation Authority That issue is regulated by the Civil Aviation Authority. The Nigerian Civil Aviation Authority (NCAA) is a regulator of all commercial airlines and has a 2015 federal Regulation that mandates all airlines to make refunds of air fares to passengers where there is a cancellation of flight by the airline. Join thought-provoking conversations, follow other Independent readers and see their replies. Travel, said: “The regulator is failing the consumers it is supposed to protect. Civil Aviation Authority announces charges relating to the accident involving N264DB This group includes some major carriers with large backlogs of refund requests extending to many months. Thomas Cook customers have reacted furiously to the failure of the Civil Aviation Authority (CAA) to make the promised refunds within its own 60-day deadline.. Civil Aviation Authority warns other European and international airlines that the consumers right to a refund must be protected; The UK Civil Aviation Authority has been reviewing the refund policies and performance of UK airlines and three of the largest international operators to the UK. |. While regulations state that refunds should be paid within seven days of the request, we understand that there are operational challenges that airlines are facing in the current circumstances that make this very challenging to meet. The Nigerian Civil Aviation Authority (NCAA) is a regulator of all commercial airlines and has a 2015 federal Regulation that mandates all airlines to make refunds of air fares to passengers where there is a cancellation of flight by the airline. “Although we have taken into account the serious operational challenges many airlines have faced, we have been clear that customers cannot be let down, and that airlines must pay refunds as soon as possible. Engaging with these other EU airlines at that point would have potentially cut across these other discussions. Read all News. We have published guidance and advice for both industry and consumers on this important issue throughout the COVID crisis. The UK Civil Aviation Authority is reviewing the refund policies of all UK airlines, as well as a number of international airlines that operate flights to and from the UK. The community media resource for north Edinburgh. We have previously called for stronger, more immediate, powers to act to protect consumer rights. A Freedom of Information Request reveals that more than half of all the 1280 complaints received by the Civil Aviation Authority (CAA) regarding refunds due to COVID-19 related cancellations were about Ryanair. CAA welcomes improving airline refund situation 30 July 2020 The UK Civil Aviation Authority has found airlines have upped their game when it … We intend to publish a further, more detailed update later this month. News & Advice. “There is still work to do. We’re now compiling your stories of airlines letting passengers down to take to the regulator. We do not expect airlines to systematically deny consumers their right to a refund, and our review is considering whether any further action needs to be taken to protect consumer rights. We are reviewing how airlines are handling refunds during the coronavirus pandemic, and will consider if any action should be taken to ensure that consumer rights are protected. The CMA has launched an investigation into whether airlines have breached consumer's legal rights by failing to offer cash refunds for flights they could not take. The plan to give more teeth to the Civil Aviation Authority (CAA) ... UK consumer laws say passengers are entitled to cash refunds for cancelled flights within seven days, but … International Civil Aviation Day 7 December, 2020 . LONDON - The Norwegian Civil Aviation Authority wants to fine SAS (SK) due to the company not refunding airline tickets on time. By law, plane operators must refund customers within seven days if their flight is cancelled. The Civil Aviation Authority (CAA) is considering legal action against airlines dragging their heels over issuing refunds for flights cancelled due to the coronavirus pandemic. In July, the Civil Aviation Authority said it had reviewed the practices of airline refunds in recent months, including 12,000 passenger complaints submitted by Which?. Call 1800-11-3422 1800-11-3422 for further support. The CAA has given Virgin until October to turn things around but says it has not ruled out the use of formal enforcement powers if necessary. We expect this direction of travel to be maintained. A further five international airlines were included due to the level of consumer feedback and concerns that refunds … Virgin Atlantic was, however, singled out … Following a Civil Aviation Authority (CAA) review released yesterday, the airline was found to be the worst for delayed refunds, with some taking up to 120 days to process. However, we have today written to a further 30 major European and international airlines that operate services to and from the UK to highlight the results of our review, and to warn them not to deny consumers their right to a refund. Our review has identified a second group that, based on passenger complaints, did not appear to be providing refunds at all. The plan to give more teeth to the Civil Aviation Authority (CAA) ... UK consumer laws say passengers are entitled to cash refunds for cancelled flights within seven days, … The review began in May and is considering how airlines are handling refunds for flight-only bookings during the coronavirus pandemic. The guidelines came six … Call centre wait times have reduced, in some cases significantly, and customer service messaging has provided greater clarity on consumers’ rights to a refund for cancelled flights. We will continue to monitor the performance of these airlines, but as things stand we do not expect further work to be required unless there is a material change in performance. A further five international airlines were included due to the level of consumer feedback and concerns that refunds were not being paid during the coronavirus pandemic. The Civil Aviation Authority (CAA) has recently announced it will be reviewing airlines’ handling of refunds during this crisis and the Competition and Markets Authority (CMA) is investigating cancellations and refunds for UK holiday accommodation. A SAS spokesperson claims the airline is no slower in refunding customers than its competition, yet it recently told the Civil Aviation Authority (CAA) that outstanding refunds may not be … UK Civil Aviation Authority Statement: ATOL Renewals 6 October, 2020 . We have received responses from a number of airlines agreeing to this request. Refund or no refund? “These airlines will now feel they can continue to behave terribly having faced no penalty or sanction. We will allow these airlines a short period to make the necessary improvements before we reach a definitive view on their performance. Call centre wait times have reduced, in some cases significantly, and customer service messaging has provided greater clarity on consumers’ rights to a refund for cancelled flights. Know More. We will assess the suitability of these commitments and, should we accept them, we will monitor the airlines' performance against them. In a review of 18 airlines' refund practices during the coronavirus pandemic, the Civil Aviation Authority found that budget carrier Jet2 was the … At the start of the review, some airlines were not paying refunds, with others facing potential backlogs of numerous months. News & Advice. While we recognise that the coronavirus pandemic was an unprecedented situation for the aviation industry, our consumer team has worked to protect consumer rights and to influence airlines to change their processes and practices in order to improve performance in providing refunds. Alice Jordan paid more than £1,800 for a special family holiday over Easter in a cottage on the Isle of Wight. The Civil Aviation Authority has said airlines operating in the UK still had work to do when it came to offering refunds for cancelled flights in the wake of the coronavirus pandemic. A number of airlines have now introduced new systems for processing refunds. Civil Aviation Authority launches refund review 18 May 2020 The UK Civil Aviation Authority said it will review how airlines are handling refunds during the … “It is obvious that the CAA does not have the right tools to take effective action against airlines that show disregard towards passengers and the law, but more worryingly, it’s not clear the regulator has the appetite to use them. The Civil Aviation Authority (CAA) said it could take action against airlines. The Civil Aviation Authority review is based on its own investigations, as well as information provided to us by consumers across email and social media, as well as through consumer bodies including the Competition and Markets Authority, the Northern Ireland Consumer Council and Which?. The Civil Aviation Authority states explicitly that “If your flight has been cancelled, your airline must offer you the choice of a refund or alternative flight.” DGCA launches eGovernance of Civil Aviation application for pilot-related services. Of the eighteen airlines contacted, all have engaged with us on the issues that we have raised, and all have confirmed to us that they are now paying refunds. Aviation regulator Directorate General of Civil Aviation on Wednesday issued guidelines for the refund of tickets cancelled amid the coronavirus-induced lockdown. We are also available on Mobile App. The review began in May and is considering how airlines are handling refunds for flight-only bookings during the coronavirus pandemic. We investigated airlines’ policies and practices to establish whether they were placing barriers in the way of consumers requesting refunds, through unclear messaging, difficult to navigate customer services and under-resourced call centres. Passengers Blogs. If performance does not improve in line with the commitments, the Civil Aviation Authority will not hesitate to take enforcement action. Calendar of Activities (March 2021 to August 2022) DGCA issues Pilot licenses through eGCA. The deadline for repayment in Norway is seven days, but during the COVID-19 pandemic, several airlines have not yet managed to pay all their customers for canceled flights. The Civil Aviation Authority now has evidence that shows that since it launched its review, and its wide-ranging engagement programme with airlines, all UK airlines are now paying refunds. Now, the Civil Aviation Authority (CAA) has spoken up and provided an update on its review into the … 8 January, 2020. View all posts by davepickering, Edinburgh Culture Conversations resume on Monday, Thousands sign petition for House of Lords overhaul, How to keep heating costs down at end of energy price-cap, Let’s Do This! This is the most immediate way of providing benefits to consumers as enforcement processes can take a considerable amount of time to complete given the potential for legal proceedings. Call 1800-11-3422 1800-11-3422 for further support. If you would like more information, please visit our cookie policy page. Join our new commenting forum. Other European airlines were not initially within the scope of our review due to discussions taking place between National Enforcement Bodies, European governments and the EU Commission. Thomas Cook customers have reacted furiously to the failure of the Civil Aviation Authority (CAA) to make the promised refunds within its own … 15 May, 2020 The UK Civil Aviation Authority has a track record of standing up for consumer rights and will continue to do so. The UK Civil Aviation Authority has toughened its line on airline refunds as questions continue to grow. Requiring processing time improvements. 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