Last week, despite the COVID-19 pandemic sweeping the world, the ERA and RAA released statements asking for the rules on passenger refunds to remain unchanged. Both organisations confirmed that passengers should be entitled to cash and not be handed a credit note for a flight that may not take place for months.
When the crisis first hit, operators were focused on simply rebooking passengers onto the next nearest flight. But, with months of uncertainty, airlines have now changed tack and cancellations on a significant scale have become routine.
Passengers have vented their anger at not being able to get through to the appropriate refund department, either online or by telephone. It’s been chaos and the offer by some regional airlines to change tickets free-of-charge, or exchange vouchers for flights which would be valid for 12 months, has had little impact on stemming the rise in criticism.
After days of confusion and debate, the European Union and the US Department of Transportation have agreed that all airlines are still obliged to offer refunds for cancelled flights.
But given the precarious position that some regional airlines and LCC operators may find themselves in over the next few months, having to dig deep into their cash reserves, or even seek new partnerships in order to survive, to ensure that their aircraft is at the gate when all this is over.
Passengers may well be disappointed in not being able to travel, but they are not alone. Everyone is in the same position. Perhaps, before any of us get on the airline’s website or reach for the phone to call customer services (and inevitably get angry when we don’t get our money back as quickly as possible), we should look at what the regionals are able to offer us in the future. Supporting them now will ensure that, when the time comes to jet off, there’ll be a regional carrier or LCC to take us where we want to go.
