The UK’s worst airlines for refunds during the coronavirus pandemic have been “named and shamed” by a consumer group.
Travelers have a legal right to their money back within 14 days of cancellation, while airlines should refund passengers within seven days.
That what? One study surveyed Jet2, Tui, BA, easyJet, Ryanair and Virgin Atlantic customers after the flights were canceled.
Ryanair and Virgin Atlantic were ranked worst for refund delays as passengers on both airlines reportedly waited weeks for their money back and poor customer service. Study.
None of the Ryanair passengers surveyed said they received their refund within the legal time frame of seven days after the cancellation. Only 16 percent of Virgin Atlantic passengers were happy with their refund offer, while 26 percent of Ryanair passengers were happy, suggesting that some would instead accept a voucher or wait longer to get their money back
Jet2 received the highest rating: 83 percent received cashback within 28 days and 34 percent within seven days.
The Competition & Markets Authority has launched an investigation into airlines denying refunds to passengers who cannot lawfully fly due to a lockdown.
Which? Tour guide Rory Boland said: “As the UK approaches the anniversary of the first statewide lockdown, it is important that lessons be learned from prior handling of refunds and cancellations.
“Airlines are not allowed to continue doing this. Therefore, the CMA and CAA must be ready to take action if it turns out that they are still in breach of the Refund Act.”
A Virgin Atlantic spokesperson commented: “Throughout the Covid-19 pandemic, we have been absolutely focused on serving all of our customers, regardless of whether plans are to be changed, rebooked or canceled.
“This Which? Survey was conducted in September 2020 and is an outdated representation of customer sentiment.”
A Ryanair statement described the survey as “fake news”, insisting: “All Ryanair passengers who have requested a refund since our offices reopened on June 1st have received that refund.”