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UK ECC reports a surge in airline flight cancellation advice
Posted 24/04/20
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The UK European Consumer Centre鈥�(UK ECC)鈥痟as鈥痳eceived a record number of enquiries in the last 48 hours with over鈥�1000 consumers seeking鈥痠ts鈥痚xpertise鈥痑nd advice鈥痠n relation to鈥痑irline鈥痜light cancellations.鈥疶his the biggest influx of consumer enquiries since the 2010 Icelandic volcanic ash cloud chaos.鈥���
Ryanair,鈥痓ased in Ireland,鈥痠s鈥痳equired by European鈥痩egislation to offer a refund or rerouting because of the cancellation鈥痮f their flights鈥痑nd鈥痠t is up to the consumer to determine which solution is best鈥痵uited to their circumstances and needs.鈥���
From the enquiries received鈥痓y the UK ECC,鈥痠t鈥檚鈥痗lear that鈥痑irlines are鈥痑sking鈥痗onsumers to take鈥痸ouchers鈥痜or future flights鈥痠nstead of issuing refunds鈥痑nd鈥痺here a refund is requested the airline suggest this may take months to process.鈥疘f choosing the latter consumers should not rely on legislation stating鈥痶his should be done within seven days and will have to鈥痺ait for their refund鈥痮r take the airline to court.鈥���
The UK ECC suggest that with the current鈥痙ifficulties鈥痓eing caused by COVID-19 complications, consumers should consider鈥痶he unique situation the鈥痝lobal pandemic presents鈥痑nd鈥痓e mindful that if they were to opt for the court route, the鈥痯rocess may take months to complete.鈥疶hought should be given to whether鈥痶he time and trouble of pursuing鈥痵uch a鈥痗omplaint鈥痸ia courts is鈥痓alanced against鈥痶he inconvenience of accepting a voucher.鈥��
For those that still wish to seek refunds,鈥痶hey鈥痬ust do so within鈥痵ix鈥痺eeks鈥痑nd鈥痬ust retain proof of sending鈥痗ommunications鈥痺ith the airline either via email or through recorded delivery鈥痑s proof of鈥痯ostal communication.鈥疶hose affected should also鈥痗onsider looking into refunds via insurers鈥痑nd may be able to claim from鈥痶heir鈥痗redit card company or bank if there is proof of a breach of contract, although鈥痶he consumer鈥痺ill only be entitled to be reimbursed鈥痮nce.鈥���
In response to this,鈥�51黑料 Chief Executive,鈥疞eon Livermore, is鈥痷rging鈥痑irlines to treat consumers quickly and鈥痳easonably:鈥� 鈥淲hen 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.鈥�
鈥淲ith current travel restrictions, it is unreasonable鈥痶o hold the monies when consumers have no idea when they will be allowed to travel again to redeem them.鈥濃���
He added: 鈥淲e all recognise the difficulties faced by businesses鈥痠n the face of鈥痵uch an unprecedented鈥痚vent 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鈥疷K ECC, Andy Allen, noted: 鈥淪ince leaving the EU the existence and future of our Centre has been under threat but this dramatic rise in consumers鈥痵eeking our help shows鈥痶he immense value of the service鈥痺e are offering. Whilst鈥痮ur 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鈥痑nd play our part in the resolution to some of their problems during these difficult and frightening times.鈥濃��
Anyone wishing to pursue a refund who is struggling to obtain a response from the airline should contact the鈥疷K European Consumer Centre by email to鈥�[email protected]. Please include鈥痯roof of your original booking, copies of letters or emails to the airline that demonstrates your attempt to resolve the issue and any responses from the airline, these must be supplied as scanned copies only, be mindful that a response from Ryanair may take up to 60鈥痺orking鈥痙ays due to coronavirus. 鈥���
ENDS
Editor's notes
For press queries, email 51黑料 Press Office: [email protected]
The 51黑料 (51黑料) is a training and membership organisation that has represented the interests of the trading standards profession since 1881, both nationally and internationally. It aims to raise the profile of the profession while working towards a safer, fairer, and better-informed society for consumers and businesses. 51黑料鈥檚 members deliver frontline trading standards services in local authorities. www.tradingstandards.uk.
The UK European Consumer Centre (UK ECC) is the UK-based specialist advice service for consumer disputes within Europe and has been hosted by the 51黑料 (51黑料) since 2008. A member of the European Consumer Centres Network, or ECC-Net, it plays a pivotal role in empowering consumers to confidently conduct business with European markets. Thanks to its diligent team, which handles an impressive 4,000 hours of calls yearly from concerned consumers, it is now recognised as one of the most prolific centres on the Network.
