The UK European Consumer Centre (UK ECC) has received a record number of
enquiries in the last 48 hours with over 1,000 consumers
seeking its expertise and advice in relation to airline flight
cancellations. This the biggest influx of consumer enquiries since the 2010
Icelandic volcanic ash cloud chaos.
Ryanair, based in Ireland, is required by European legislation to offer
a refund or rerouting because of the cancellation of their flights and it is up
to the consumer to determine which solution is best suited to their
circumstances and needs.
From the enquiries received by the UK ECC, it’s clear that airlines
are asking consumers to take vouchers for future flights instead of issuing
refunds and where a refund is requested the airline suggest this may take
months to process. If choosing the latter, consumers should not rely on
legislation stating this should be done within seven days and will have to wait
for their refund or take the airline to court.
The UK ECC suggest that with the current difficulties being caused by
COVID-19 complications, consumers should consider the unique situation
the global pandemic presents and be mindful that if they were to opt for the
court route, the process may take months to complete. Thought should be given to
whether the time and trouble of pursuing such a complaint via courts
is balanced against the inconvenience of accepting a voucher.
For those that still wish to seek refunds, they must do so
within six weeks and must retain proof of sending communications with the
airline either via email or through recorded delivery as proof of postal
communication. Those affected should also consider looking into refunds via
insurers and may be able to claim from their credit card company or bank if
there is proof of a breach of contract, although the consumer will only be
entitled to be reimbursed once.
In response to this, CTSI Chief Executive, Leon Livermore,
is urging airlines to treat consumers quickly and reasonably:
“When it comes to flight cancellations, I fully understand consumer
frustration. Now more than ever, people may need a refund depending on their
varying personal circumstances. For instance, some will have lost their jobs,
others may be high risk and are forced to isolate while some may have lost
their living as they are self-employed and need their money back for food,
essential shopping and to pay their bills.
“With current travel restrictions, it is unreasonable to hold the monies
when consumers have no idea when they will be allowed to travel again to redeem
them.”
He added: “We all recognise the difficulties faced by businesses in the
face of such an unprecedented event especially when having to process large
numbers of cancellations. Consumers should take this into account and consider
a compromise where possible. Opting for other routes of redress if available
should also be considered.”
Director of UK ECC, Andy Allen, noted: “Since leaving the EU the
existence and future of our Centre has been under threat but this dramatic rise
in consumers seeking our help shows the immense value of the service we are
offering. Whilst our advisors had to adapt their methods and place of work due
to social distancing measures, we are proud of this achievement. We will
continue to help consumers and play our part in the resolution to some of their
problems during these difficult and frightening times.”
