By Marine Strauss

BRUSSELS (Reuters) – A group of European airlines agreed on Thursday to refund passengers whose flights were cancelled during the COVID-19 pandemic, and committed to provide better information on passengers’ rights in future.

Following talks with the European Commission 16 airlines reached an agreement to remove refund backlogs. This was to provide better information to travellers about cancellations and offer vouchers to passengers who choose them.

Air France, British Airways and Easyjet were some of the participating airlines.

Didier Reynders (European commissioner for justice) stated in a statement that “in the initial phase of the pandemic some airlines pushed coupons on passengers.” They were violating EU consumer protection regulations. “That was unacceptable,” he stated.

The enforcement of EU consumer protection laws is the responsibility of national authorities within each EU state. In order to help coordinate these issues, the EU law (the Consumer Protection Cooperation Regulation) has established a network for state enforcers.

According to the EU Commission, this is the most significant Consumer Protection Cooperation act in CPC network history. This also marks the first time that an alert was used by the Commission.

Monique Goyens (general director, European Consumer Organisation CEUC), stated in an email statement that “Airlines violated European consumer rights at a large scale during the pandemic.”

It’s high time that airlines clean up their acts. Consumers across Europe still await their refunds for cancelled flights during 2020’s first lockdown.

Adina Valean, EU chief of transport, also welcomed the deal and said that it would restore trust between airlines and passengers. This is what will determine the future of the aviation sector.