Best and worst airlines for paying refunds named including Ryanair and British Airways

JET2 is the only UK airline paying customer refunds on time, according to a damning report from the industry regulator.

Frustrated customers have been left waiting to get their money back from British Airways, EasyJet, Ryanair and others after flights were cancelled during the coronavirus pandemic.

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In a review of 18 airlines' refund practices during the coronavirus pandemic, the Civil Aviation Authority found that budget carrier Jet2 was the only British carrier "consistently processing cash refunds quickly" with "only a small backlog of refund requests".

US companies American Airlines and United Airlines were also praised for their prompt refund practices.

Frustrated customers who have spent hours chasing refunds for cancelled holidays will not be surprised that six carriers (easyJet, Emirates, Loganair, TUI, Virgin Atlantic and Ryanair) were slammed for delays in processing refunds.

Six other airlines (Air Canada, Air Transat, Etihad, Malaysia Airlines, Turkish Airlines, Westjet) were named and shamed for "not paying cash refunds" - only offering customers vouchers or rebooking instead.

Based on its research so far, the CAA said it has also sent out a warning letter to around 30 other airlines highlighting that they should be offering prompt cash refunds to customers.

The regulator said it has also received assurances that airlines will be "informing passengers of cancellations, providing clearer information about their options and better signposting on how to request a refund" in the future.

Carriers that still require passengers to telephone their call centre will be required to "focus on reducing call waiting times and making it as easy as possible to request a refund".

CAA boss Richard Moriarty praised airlines for reducing their backlogs and speeding up refund processes in recent weeks.

“Although we have taken into account the serious operational challenges many airlines have faced, we have been clear that customers cannot be let down, and that airlines must pay refunds as soon as possible,” he said.

“There is still work to do. We have required commitments from airlines as they continue the job of paying customer refunds.

“Should any airline fall short of the commitments they have made, we will not hesitate to take any further action where required.”

An Air Canada spokesperson pointed to improvements acknowledged in the CAA report that states they are now paying cash refunds as required and are contacting passengers on cancelled flights to inform them of the option of a cash refund.

Malaysia Airlines said: "Customers can be reassured that Malaysia Airlines is offering cash refunds to customers whose flight has been cancelled as a result of Covid-19 and that the vast majority of refunds have now been processed for customers whose flight has been cancelled."

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