‘We want our cash back’: airlines accused of withholding refunds

Major airlines have been criticised for withholding cash refunds from passengers whose flights have been cancelled because of the global coronavirus outbreak.

Several of the country’s most popular airlines have offered customers vouchers to be used as credit against future bookings instead of the cash refunds to which they are entitled by law.

British Airways, easyJet and Virgin Atlantic have removed from their websites the option for customers to request a cash refund. Passengers have been told that they must phone the airline directly to receive a refund, but have faced long waits to speak to customer service staff. Even when a cash refund has been granted, passengers could be forced to wait 90 days to receive their money back.

Rob Burgess, of Head for Points, an expert on flight bookings, said: “It does airlines no credit that they are deliberately trying to make people accept a travel voucher rather than the cash refund to which they are legally entitled.”

Michael Lieblich, 31, had booked tickets with Virgin Atlantic to fly from

London to America in October for a family event and fears he may not receive a refund for months. “They are buying time, they are deliberately holding my money for a long time,” he said.

When questioned by this newspaper on their decision to issue vouchers rather than refunds as standard, British Airways, easyJet and Virgin Atlantic said that all customers had the option to fly at a later date, take a voucher or ask for a full refund.

Mr Burgess said that not allowing passengers to claim refunds online was jamming customer services phone lines. Staff members processing refunds over the phone could otherwise be helping passengers who have been stranded abroad, he said.

In some cases airlines have asked customers to wait for weeks before contacting them. Vueling, a Spanish low-cost airline and sister firm to British Airways, has instructed all customers flying this month to call back after April 10.

Vueling said customers could manage their bookings online or over the phone, but it did not respond to further enquiries about why customers could not request cash refunds online.

Other issues have emerged with the vouchers offered to customers. Mr Burgess said British Airways’ vouchers omitted crucial information such as how much they are worth, how the amount was calculated, when it expires or who can use them.

British Airways did not respond to questions about its vouchers.

Passengers could face long waits before they receive refunds for cancelled flights, report Adam Williams and Jessica Beard

Airlines have grounded thousands of flights