Wednesday, 20 May 2020
Department of Transport, Tourism and Sport
Aviation Industry Regulations
1013. To ask the Minister for Transport, Tourism and Sport his position and that of the Irish Aviation Authority with regard to the circumstances in which a company (details supplied) failed to issue its customers originating from airports here, a refund within the stipulated seven-day period as required by the Irish Aviation Authority for flights from 27 March 2020 until the current date; his position with regard to the matter in which a number of airlines here have failed to issue monetary refunds to their customers during the same period; and if he will make a statement on the matter. [6323/20]
The Commission for Aviation Regulation (CAR) is the statutory body with responsibility for air passenger rights in Ireland. It has released a guidance note on flight cancellations which is available at the following link:
Under EU law, airlines are required to refund passengers within 7 days of the flight cancellation if the customer does not choose a rerouting option. However, the CAR guidance recognises the fact that the refund process may take an airline longer to complete in the current circumstances.
The CAR guidance sets out the process to be followed by customers who have opted for, but have not received, a refund. In such circumstances a customer should submit a complaint to the airline in the first instance. If s/he does not receive a satisfactory response from the airline within 6 weeks of making the complaint, s/he can escalate the matter to the CAR. For customers whose flight was due to depart an Irish airport, details of the process are available at www.flightrights.ie. For flights departing other EU Member States, the website lists the contact details for the relevant enforcement bodies in each EU country.