Oslo-based Norwegian Air is among 16 airlines that finally have committed themselves to refunding customers’ money faster and to providing better information in connection with cancelled flights.
The improvement comes after months of complaints, especially during the Corona crisis, when many passengers suspected that grounded airlines caught in severe financial turbulence were consciously dragging out the refund process when they cancelled flights.
Now, after “dialogue” with the EU Commission and several national consumer agencies, airlines including Norwegian, Ryanair, KLM, Lufthansa and Wizz Air have promised new practice and better service. Among the changes: full refunds instead of credits against future flights. EU officials claimed it was “unacceptable” not to give consumers their money back when trips were ruined. Credit certificates will now only be issued in the case of cancellations if customers request them.
The airlines also promise to better communicate consumers’ options in the case of cancellation, and to help those whose tickets were purchased through travel agencies.