Kevin Peachey and Victoria Park
Frustrated customers are demanding that airlines make it easier to claim a refund for flights cancelled owing to the coronavirus outbreak.
But the airlines’ trade body wants the right to give vouchers, not refunds.
Hundreds of flights have been cancelled as fleets are grounded and the process of reimbursing people is under strain.
EasyJet has faced particular anger as rebooking is done online but refunds require calling customer services and getting through is almost impossible.
Holly Fitton, writing on Facebook, said: “I have been told to ring you for a refund. I do not want to rebook my flight as it is not possible and fit in with our jobs at this current time.
“I will be getting a refund and the money is needed. I rang 14 times yesterday and was greeted with line busy noise or ‘please ring back’.”
Another, Robin Parker, wrote: “Since my flights have now been cancelled how am I supposed to get a refund? I don’t want ‘new flights for which I would have to pay the difference’.”
EasyJet told the BBC: “Customers on cancelled flights can transfer to an alternative flight free of charge or receive a voucher for the value of their booking online or claim a refund through our contact centre.
“We are experiencing higher than average wait times so we would thank customers for their patience and assure them that these entitlements will be available long after their cancelled flight has flown.”
