refunds
The European Union will not allow companies to force customers to accept vouchers. It’s up to them to make them attractive enough.
Deadlines may still be long, but companies will have to reimburse those who demand it.
–(KEYSTONE / Laurent Gillieron)
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Brussels chased away on Wednesday part of the clouds that darkened the sky of all passengers affected by flight cancellations and who were waiting to be reimbursed. “Consumers can be reassured: the Commission will not reduce the rights conferred on them with regard to the reimbursement of canceled journeys,” said European Commissioner Didier Reynders.
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A dozen states had asked to change the regulations, which Switzerland applies, which obliges companies to reimburse those who request it after the cancellation of a flight. Despite pressure, the EU ultimately rejected the request. Companies that are concerned about running out of cash will therefore have to be persuasive and flexible in convincing their customers to accept coupons to use on a future flight rather than asking for their money in return.
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Make good attractants
The EU makes specific recommendations on these: vouchers could be used within 12 months even for flights later than their validity date or be reimbursed when they expire if they are not used, be transferable , allow you to choose a new destination, be guaranteed via a fund against a company bankruptcy, and even possibly have a value greater than that of the canceled flight.
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But one point remains crucial. The EU recommends that companies assure their customers that they will be able to fly to the originally planned destination at no additional cost, even if the price of the new flight is higher. “Le Matin Dimanche” noted that an overall price increase of around 50% in the future was expected. Several customers of European companies have also already testified that it was impossible for them to find a new flight to their destination at the same price as the one that was canceled. As a result, they often have to pay the difference.
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The Air France-KLM group offers its customers the choice of a new flight “within the same cabin”. “Passengers are guaranteed to travel to their destination at no additional cost, even if they choose a different travel slot for their flight or if there is a price differential,” he said.
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At Swiss, however, only a bonus of 50 francs on the value of the voucher is currently available. “If the price of the new ticket is higher due to a change of destination, class, or other, an additional payment may be necessary despite the voucher,” reads on its website.
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As for EasyJet, which also offers coupons, it is above all one of the only ones to transparently remind its customers that they are entitled to refunds, even if it announces longer processing times.
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The FRC relieved
The Fédération romande des consommateurs said it was “relieved that passenger rights have been maintained”. She also called on companies to take a step further from EU recommendations, particularly in terms of validity, which could be extended to 18 months “as soon as travel resumes”. “The vouchers should also make it possible to travel with other carriers of the same group (which would also offer greater flexibility to travel agencies)”, she still hopes.
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