According to latest sources, passengers of British Airways have been refused cash refunds for cancelled flights. Few however accepted vouchers instead after their flights to the United States were cancelled, the airline says. The airline further went on to add that, “We will always provide a refund if a customer is eligible”.
Earlier, under EU law, when a flight is cancelled passengers are entitled to their money back within seven days. Airlines are still free to offer them the chance to rebook or to take vouchers, which can be used on different flights in future, if that is what a customer prefers. People however claimed that it was very difficult contacting the airlines for refund when the flights were cancelled owing to the lockdown due to corona virus.
Prior to the pandemic, the airline used to offer an online facility where people could request money back for cancelled flights, referring it as “the quickest way” to get a refund. But when Covid-19 struck and thousands of flights were being cancelled, that option was removed from the company’s website.
The airlines however claims that it was because its system was not set up to deal with that volume of traffic, so passengers who wanted refunds were asked to ring the company instead. The problem followed for the people as they tried getting into phone calls also.
One of these victims said that when they finally managed to get a call, they got the reply ‘I’m sorry I cannot find anything on the system which shows that you’ve accepted a voucher and I am going to go to a superior and ring you back in three days’. That was the last we heard from them and that was two and a half weeks ago.”
Also certain people said that when they clicked “cancel booking” hoping for a refund were actually taken to an application form for vouchers.