The Civilized Aviation Authority (CAA) has published a review on how carriers responded amid the emergency.
It examined 18 major airlines including British Airways, Virgin Atlantic, easyJet, TUI, Ryanair and Emirates as adequately as smaller regional players such as Loganair and Eastern.
Most of the airlines were cudgeled for their approach to refunds and some of the UK’s most popular airlines were amidst these.
Ryanair was criticised for its tardiness in responding to customers.
The CAA rethink identified “as not processing refund requests sufficiently quickly and as having a sizeable backlog of refund requests.”
The aviation council said it was “not satisfied with this level of performance” and requested the airline modernize in this area.
Ryanair is currently warning that customers wish not be able to get a refund if their flight is going ahead and they fancy to cancel.
However, it claims it has made “significant progress” with refunds as a result ofed while its planes were grounded.
“For any cancelled flight, Ryanair is give out with customers all of the options set out under EU regulations, including free moves and refunds in the arise of cash or vouchers,” an airline spokesman told Express.co.uk.
“We have made valued progress in eliminating the backlog of cash refunds, and over 90 percent of travellers who booked directly with Ryanair and who requested a cash refund for journey between March and June will receive their refunds by the end of July.”
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TUI also deals criticism for its delay in giving customers refunds and “having a sizeable backlog of refund seeks.”
The CAA review stated: “For passengers on cancelled flights, TUI’s approach was to automatically proclaim a credit note for the value of the flight, indicating that the passenger would make to wait 28 days from receiving the credit note previous to they could claim a cash refund, which would then apply a further 28 days to be processed.
“The CAA was not satisfied with this above-board of performance and requested that TUI provide it with commitments to reduce the chance taken to process refunds.”
A TUI spokeswoman told Express.co.uk: “We remain apologetic that refunds took longer to process during the height of the Covid-19 pandemic.
“Due to the scenery of our two operating systems for online and retail customers, we had to move to a refund ascription note system to help customers self-service online so they could plea a refund more easily.
“We recognised that extended the time it survive a removed to pay customers who had just booked a flight with us.
“We are pleased to confirm that we are now expert to eliminate the need to automatically issue a credit voucher for TUI Airways skein of geese and on average process cash refunds within 14 days.”
Many BA customers were left infuriated after they struggled to get control of the airline for refunds and were provided with Future Travel Vouchers.
Anyhow, CAA found British Airways had a relatively small backlog of refund pleas and that it has processed refunds relatively quickly.
A BA spokeswoman told Specific.co.uk: “We are doing everything we can in these difficult and unprecedented circumstances to help our clients and our incredible staff have answered well over two million chastises since the beginning of March.”
She continued: “We will always provide a refund if a client is eligible and we’re offering flexibility if any of our customers need to change their routs.”
“Virgin Atlantic is one of the airlines that our review tagged as not processing refund requests sufficiently quickly and as having a sizeable backlog of refund solicits,” detailed the CAA.
“In relation to refund processing timescales, at least initially the airline was engaging up to 60 days to process refund requests.
“However, the airline’s show became significantly worse and it provided a commitment to consumers that the most wait would be 120 days.”
The CAA it was “not satisfied with this status of performance” from Virgin.
According to the review: “Virgin Atlantic has swore to reducing the maximum time taken to process a refund and it expects to approach all claims made in August within 80 days, all claims go for in September within 60 days and all claims made in October within 30 ages.”
Corneel Koster, Chief Customer Officer at Virgin Atlantic, bruit about in response: “Our absolute focus remains on supporting all of our customers, whether that’s to ameliorate, rebook or cancel plans during the Covid-19 crisis.
“The huge measure of refund requests we have received, combined with the constraints on our collaborates and systems during the pandemic, has meant that refunds have been engaging longer than usual to process, and we sincerely apologise for this.
“Since April, we sooner a be wearing been focussed on making improvements wherever possible. We’ve boosted the rate of the team dedicated to processing refunds five-fold, with over 200 people now in a little while involved.
“This has increased our capacity to process a greater number of refunds, more right away and we continue to minimise the wait time for existing refund requests.”