Know Your Rights On Cancelled Flight Refunds

Many consumers who booked holidays before or during the coronavirus pandemic might face challenges due to a cancelled flight, but it is important to know that the public has rights to receive help or refunds from airlines.

The pandemic has had a tremendous effect on the way business is conducted. Many times, consumers have been left frustrated at the policies and confusion amidst the closings, cancellations and other hectic challenges.

The travel industry may be among the hardest-hit.

If you find yourself delayed or stranded due to a cancelled flight, here’s what you should know. 

If you have been subject to a cancelled flight to or from the European Union, the Denied Boarding Regulation says airlines are required to offer you reimbursement or another flight, either the next available or on a set future date, Which? reports. The Denied Boarding Regulation applies to passengers departing an EU airport, as well as passengers departing an airport outside the EU with a destination inside the EU, so long as the flight is on a EU-based airline.

Under the regulation, airlines are also required to provide meals and phone calls. If you are rescheduled to fly at a later date, you have the right to hotel accommodations for the nights you need them.

You may also be entitled to receive compensation for a cancelled flight, depending on the circumstances.

The amounts for compensation are as follows: 

• Short-haul flights — £227 (€250) for flights under 1,500 kilometres 
• Medium-haul flights — £364 (€400) flights between 1,500 kilometres and 3500 kilometres 
• Long-haul flights — £546 (€600) for all other flights exceeding 3,500 kilometres 

Consumers who purchased flights have the right to be compensated except in the following circumstances:

• The airline informs you of a cancelled flight at least two weeks beforehand;
• The airline informs you of the cancelled flight one or two weeks before the departure, and the rescheduled flight will arrive no later than four hours later than originally planned; or 
• Your flight will be rerouted and arrives no later than two hours than originally planned.

Airlines may refuse to compensate if a cancelled flight is due to extraordinary cases that are completely out of the airlines’ control. Technical difficulties are not classified as extraordinary circumstances. 

The Flight Delay Claims Team (FDCT) guarantees a “no-win, no-fee” advantage to consumers, according to the Guardian, and welcomes those to have been faced with a cancelled flight to fill out a claim form to check if they are covered to receive compensation.

When lockdowns and travel bans began, those who had planned holidays were faced with cancelled accommodations. Many customers who purchased holiday packages found themselves receiving vouchers instead of full refunds, the Guardian reported.

During the pandemic, consumers have been unsure of their rights, as these times are unprecedented. However, a statement released by the UK Civil Aviation Authority (CAA) said consumers are entitled to receive the option of a full refund or a voucher.

Consumers have the option to choose how they want to be reimbursed for their cancelled flights.

After a whirlwind of complaints from holidaymakers and flight passengers, the CMA set their expectations for firms and clarified the confusion for consumers.

In an open letter, the CMA addressed consumer law, which states that full refunds are mandatory and need to be given to consumers who had to deal with cancellations due to the coronavirus pandemic. The CMA demanded swift refunds, within 14 days of the cancellation. 

The CMA is keeping up with coronavirus-related complaints in their twice-updated guidelines. The COVID-19 Taskforce’s mission is to monitor consumer issues and warn firms to comply with laws. The taskforce provides information to businesses and consumers about fair treatment during the pandemic.

Such issues that have been addressed are surging prices, cancellations and unfair business practices. The CMA is adamant about protecting consumers and will take legal action against any business that does not comply with consumer protection laws. 

Have you had a cancelled flight due to the pandemic? How did the airline handle it? Tell us your story in the comments.

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