/ Travel & Leisure

Has an airline offered you a voucher instead of a refund?

Refunds are required by law for cancelled flights from EU airports, including the UK. Have you been fobbed off with the offer of a voucher instead?

Now the vast majority of flights to and from the UK have been cancelled, passengers are entitled to refunds if their flight was with an EU carrier or their flight was within the EU.

You don’t have to accept a voucher or a change of date if you don’t want to. This comes directly from the Denied Boarding EU Regulation (Regulation 261/2004 EC).

The regulation states:

If a flight is cancelled, the airline must offer you the option of being reimbursed or rerouted (either on the next available flight or on an agreed date), and must also provide you with meals and telephone calls.

Despite this, we’ve been inundated with reports both on Which? Conversation and social media of airlines offering vouchers instead.

 

Our advice and other options

We’ve been clear that airlines, such as British Airways, Easyjet and Ryanair, must comply with the law and offer the option of a refund.

It’s not right that many customers say they’re struggling to get information on how to get their money back. While the government must consider all options to support the industry throughout this period, consumers cannot be left without money they’ll need during this uncertain situation.

Guide: what to do when a travel company goes bust

We’d advise anyone who’s been outright refused a refund to continue pressing their airline on this point, while Which? will continue to lobby on their behalf.

If your flight has been cancelled and you paid with a credit or debit card, you could also consider contacting your bank and asking if you’re able to claim the money back.

For credit cards, this can be done with a Section 75 claim if the total cost of your tickets was more than £100. However, we have found that this only tends to work if you’ve been outright refused a refund.

If the cost was less than £100 or you paid on a debit card, you can claim under the chargeback procedure for flights and cancelled holidays by the provider.

Have you been offered a voucher instead of a refund for a cancelled flight? Let us know in the comments so we can continue to make the case for reimbursements on behalf of everyone.

If your flight was cancelled due to the pandemic, what compensation did your airline offer you?
Loading ... Loading ...

What's the main reason you don't want a voucher or travel credit?
Loading ... Loading ...
Comments
Alastair says:
2 June 2020

BA cancelled my flight offered an alternate or a voucher. Neither was suitable. Requested a refund on the website but clicking that option takes to to a page asking for name and address which then issues vouchers. When you finally get to a human being to request these are cancelled they say they can’t. Con artists. Won’t be using BA again.

Christine says:
3 June 2020

Our flight for June 2020 has just been cancelled.
We would be happy to accept a voucher to book for June 2021.
However Easyjet have brought forward their flight release date to the 2nd July which is only 4 weeks away.
I have tried phoning and emailing to ask if we accepted a voucher would it arrive by the 2nd of July but so far had no luck getting through to them.
If I can’t get an answer I’m just going to ask for a refund!