Ryanair, Virgin Atlantic and Tui still failing to pay refunds on time

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Airlines including Ryanair, Virgin Atlantic and Tui are still failing passengers when it comes to paying refunds on time, despite promising to speed up their processes.

Carriers committed to improve after the Civil Aviation Authority (CAA) found they were breaking EU law by not paying back travellers for cancelled flights within seven days.

But the regulator has identified that some airlines still aren’t issuing refunds “sufficiently quickly”, reports Which?.

In a review of airline behaviour published last week, the CAA identified that Ryanair, Tui and Virgin Atlantic are continuing to take up to several months to refund some customers.

Airlines should “work towards getting as close to the seven days as possible”, says the CAA, but Ryanair, despite making a commitment to process all refunds requested before June by 31 July, is still leaving passengers waiting.

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Palliative care nurse Jeanette Howard told Which? she applied for a cash refund as soon as her flights to Alicante were cancelled on 20 March, but was sent a voucher instead.

Despite calling Ryanair “on a daily basis” since late April to exchange the voucher for a refund, she is no closer to getting her money back.

The airline has previously said it is “a beacon” for the aviation industry in the way it is handling passenger refunds.

Eddie Wilson, chief executive of the airline’s main brand Ryanair DAC, told The Independent: “We have given out close to €750m in vouchers and in cash refunds.

“I would say actually we’re a beacon, we’re doing it right. We are making our way through this, we are giving regular updates.”

Ryanair said of its refund process: “Ryanair has issued in excess of €750m in cash refunds, vouchers and free moves. We have cleared over 90 per cent of the

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