The Ministry of Consumer Affairs has detected a series of breaches by airlines, which, in its opinion, are not informing consumers about the rights they have to reimburse their tickets. These are the trips that could not be made due to the coronavirus pandemic.

The department headed by Alberto Garzón has sent a communication to the airlines to remind them of their obligations and threatens to take action if they continue to default.

Last week the European Commission shed light on this issue that has been causing controversy for two months : the return of tickets to consumers who had bought flights and have not been able to carry them out due to the crisis.

This money from pre-sold tickets represents a high percentage of the liquidity that many companies have left (some have only for a few months) and they believe that, if they had to return all the money to customers in seven days (as required by law) many of them would go bankrupt.

What Brussels says

Brussels said last week that airlines could provide customers (if they accept) travel vouchers, instead of the ticket money, but also noted that the company will be obliged to refund the amount if the consumer refuses to accept the voucher. .

The Ministry of Consumer Affairs has observed that several airlines operating in Spain "are not providing the correct information to users who, due to the cancellation of flights due to the pandemic, opt for their right to reimbursement." "Hindering the user's access to their right to reimbursement does not comply with the recommendations of the European Union," the Ministry noted.

Garzón has addressed the presidents of airlines and industry associations to remind them of their obligation to inform passengers about the procedure for those who want the money back.

"Both the alternative bond and the right to reimbursement must appear in a clear and accessible way in the information of the airlines. Otherwise, the Ministry of Consumption plans to exercise the cessation action against companies that do not comply with the rules," states in a statement.

The Ministry believes that if a passenger accepts the voucher without the company clearly offering them the option of reimbursement as an alternative, "that consent will be considered flawed", because the client did not have all the relevant information.

In accordance with the criteria of The Trust Project

Know more

  • Alberto Garzón
  • European Comission
  • Spain
  • European Union

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