Ghost flights 'unacceptable' amid flight refund chaos

Where do you stand if your flight is cancelled?

Under EU261, a European law, passengers must be given a full refund by an airline if the flight is cancelled. But crucially, this is only if the flight is cancelled by the airline, not the passenger.  

So airlines who continue to fly - even if they are flying near-empty planes into places where we are not allowed to go - won't have to provide refunds for those flights.

“Customers who had booked tickets to these destinations before the widespread outbreak of the virus are therefore not entitled to refunds, as flights are still in operation,” said the Irish Travel Agents Association.

Aer Lingus plainly admits flying to trouble spots and seems to fob passengers seeking refunds off on travel insurers. Its website stated: “If your flight is proceeding as planned but there is a government issued restriction or warning against travel to your destination (!!!), you should contact your travel insurer to seek a refund in accordance with the terms of your travel policy.”

The Consumer’s Association of Ireland agreed that travel insurance can cover cancelled flights into troubled zones even if the airline continues to fly there.

Dermott Jewell said: “This is where insurance comes into play and…(but) as you’ve heard on the news, the insurance companies are being decidedly difficult,” he said.

He warned of signs of a new dog eat dog attitude in business where consumers lose out, citing the "exceptionally frustrating" example of Aer Lingus continuing to fly to the US despite travel restrictions.

“Despite the fact that EU citizens will have enormous difficulties when they land in the US - nonetheless, if they decide not to risk their health or not to travel they will not receive a refund,” he said.

“In general, survival of the fittest seems to be the mantra and so the options are being interpreted to the letter of the contract detail and no more.”

The head of Blue Insurance has suggested travel insurers may legally challenge airlines who fly ‘ghost flights’ to avoid refunds, which would further complicate this sorry mess.

“Flying ghost flights for cargo reasons or to avoid offering refunds is not acceptable and is likely to end up in the courts,” said Ciaran Mulligan.

“We are starting to see airlines offer refund or vouchers +10% so I expect most airlines will change their stance soon,” he said.

When we put all this to Aer Lingus, it confIrmed that it “continues to operate a reduced schedule to Europe and to a small number North American destinations for repatriation reasons and transport of freight.”

The airline stated: “Aer Lingus guests that booked on AerLingus.com and are due to travel up to 31st May 2020, can change their booking without incurring a change fee or apply for a voucher for the full value of their travel, including taxes and charges, plus an additional 10%.”

“These options are also available if a flight is cancelled.  In addition, where a flight is cancelled (by the airline), Aer Lingus will provide refunds in accordance with its legal obligations.”

“If a flight is proceeding as planned and there is a government-issued travel restriction or travel warning, guests should contact their travel insurer to seek a refund in accordance with the terms of their insurance policy.”

So what about Ryanair? It has at least given clarity to passengers as far as refunds are concerned by grounding their fleet. This means  that passengers are clearly due refunds – or at least they were as we were going to press.

However, how soon - or if - they will get them is unclear. 

The airline's online refund form was down for days before being fixed. It then pushed passengers to accept vouchers, just like most airlines.

So where do we stand with other airlines and travel companies? A number were offering refunds via their call centres including Tui and Volotea.   

Deluged by complaints, the Irish Travel Agents Association said:

“Our member travel agents are working hard to assist customers by securing refunds and changing travel arrangements where possible.”

So to sum it all up: yes, you are entitled to a refund if you insist on one but airlines are dragging their feet in paying them out. 

Sent from my iPhone