Consumer protect body Mumbai Grahak Panchayat has written to Civil Aviation Ministry demanding uniform guidelines for air travel during COVID-19 pandemic and that passengers should be allowed to get full refund for cancelled flights without paying cancellation fees.
In his letter to Civil Aviation secretary Pradeep Khairola, Mumbai Grahak Panchayat chairman Shirish Deshpande said that complaints have been pouring in from consumers that airlines, travel agents, and online travel portals have not been refunding their money for flights cancelled due to the nationwide lockdown.
Deshpande pointed out that airlines are not granting refund for the cancelled tickets and insisting on utilization of tickets in near future. Deshpande pointed out that airlines are not granting refund for the cancelled tickets and insisting on utilization of tickets in near future. Some airlines are levying cancellation charges and refunding very small amount by way of refund. Complaints also said that the Passengers are required to book the ticket between the specified periods ranging from 6 to 12 months and they are not allowed to change the sector nor can the amount be utilised for any other member of the family. He said some some airlines are not taking onus of tickets booked through the travel agent or through the online web portals.
He suggested that the ministry form uniform guidelines for travel during the pandemic and recommended that airlines, travel agents or online web portals should give full refund for flights cancelled due to the travel restrictions and the refund should be credited within 15 days. He said no cancellation charges or change fees or no show fees should be levied for cancellations due to the lockdown.
No airline shall insist on passengers to use the tickets in future by giving them the extended period for travel. This alternative shall be given only as an option entirely at the decision of the concerned passengers and if the passenger insists on refund, the airline, travel agent or the on-line portal shall be bound to refund the amount received, within 15 days,” he said, adding that the refund amount be put in a credit shell only with passenger’s consent and he should be allowed to use it for his spouse and children.
He suggested that passengers should be given the liberty to change the sector while rescheduling the tickets and airlines should charge extra if the fare for the new sector is more than the original fare.
