Airlines criticised for not refunding cancelled tickets in seven days


The transport ministry inspectorate ILT has criticised a number of Dutch airlines for initially not giving customers refunds for cancelled flights, saying passengers should be repaid within seven days.

KLM, Corendon, Transavia and TUI changed their policy after an ‘intervention meeting’ with the inspectors, it said in a press release, however a spokeswoman told NOS that refunds still needed to be speeded up.

In its investigation, it found that half of the carriers invested gave customers the choice of their money back or a voucher, while the four Dutch airlines initially did not. It said it is discussing a ‘reasonable period’ for airlines to refund customers for flights cancelled due to coronavirus restrictions.

KLM and Transavia told NOS that they were trying to catch up with payments due.

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