Controversy over flight ticket refund; Irish Travel Agents Association seeks amendment of the law

DUBLIN: Controversy over cancelled flight ticket refund following the COVID-19 crisis. Travel agencies say airlines have had to pay back millions of euros for cancelled air tickets. The cancellation of flights due to the travel ban and the summer vacation that was cancelled due to the COVID crisis caused a major crisis.

The Irish Travel Agents Association (ITAA) has asked the Competition and Consumer Protection Commission (CCPC) to conduct a thorough investigation into the matter. The association also demanded that the law on refunds be amended.

The crisis has cast doubt on airlines and hundreds of travel agents. The organization demanded an end to the refund of cancellations made after a flight has taken off.But customers cancelled their trips because of government advice to avoid unnecessary travel. So a good percentage of people canceled the trip at the last minute. At the same time, airlines had to operate services. The ITAA noted that most of the jets flew with empty seats in the summer and described it as ‘ghost flights’.

Airlines are legally obligated to refund customers if they fail to operate the flight. ITAA chief executive Pat Dawson said it was unfair to have to pay back even if the service was rendered. The association has been bringing the issue to the attention of the Department of Transport and the Commission for Aviation Regulation since last March. Complaints have also been brought to the attention of the Oireachtas transport committee.

Consumers did not travel because of government restrictions, and not because of the fault of the airlines. Still asking for a refund from the airline. There should be an amendment to the law that does not qualify for such a refund. The government must take action to protect the rights of consumers.

Meanwhile, the CCPC said it would deal with any customer complaint regarding the refund. “Where the CCPC is of the view that a trader’s commercial practices are not in compliance with consumer protection legislation requirements, we will consider what the appropriate course of action is to ensure that the trader amends their practices,” it said.

The Commission for Aviation Regulation said it was dealing with thousands of complaints about refunds from airlines. The commission said most of the cases had been settled.