Airlines
US fines British Airways US$1.1million over delayed refunds
British Airways has been fined $1.1 million by the U.S. Transportation Department (USDOT) for failing to promptly refund passengers for flights to and from the United States during the Covid-19 outbreak, the USDOT announced on Thursday.
Since March 2020, USDOT has received more than 1,200 complaints claiming that British Airways failed to issue refunds in a timely manner. The accusations have been denied by IAG-owned British Airways.
British Airways issued almost $40 million in refunds to consumers with nonrefundable tickets in 2020 and 2021, according to USDOT, which said it will deduct $550,000 from the airline’s fine for this. According to USDOT, the fine “establishes a strong deterrent to future similar unlawful practices by British Airways and other carriers.”
In addition to giving consumers options to rebook travel or request refunds in the event of flight cancellations, British Airways claimed it always acted lawfully.
British Airways failed to maintain sufficient customer service phone lines, according to USDOT, which resulted in customers phoning the carrier for British Airways failed to maintain sufficient customer service phone lines, according to USDOT, which resulted in customers phoning the carrier for several months being unable to reach its customer service agents.
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The airline claimed on Thursday that consumers had to wait a little longer to speak with customer support teams “at the height of the unprecedented pandemic when we were regrettably forced to cancel thousands of flights and close some call centers due to government restrictions.” USDOT has been fining airlines it claims did not issue reimbursements in a timely manner.
