The regulator has taken action over millions of customers who were denied refunds during lockdowns for flights they could not lawfully take.
After our campaigning on the issue, the Competition and Markets Authority (CMA) is investigating whether British Airways (BA) and Ryanair have broken consumer law by failing to offer customers cash refunds for flights they couldn’t legally take.
The regulator says it is concerned that both firms may have unfairly left people out of pocket. Which? was the first to report the issue with some airlines not refunding over a year ago.
In February 2021, we undertook research and found that 2.3 million people in the UK had not received their money back for flights they couldn’t take during the pandemic. The CMA launched its investigation into the airline sector back in December. Now the regulator is looking to resolve the issue with Ryanair and BA, which may include seeking refunds for affected customers.