Please write your example heading here

I am advised that Aurigny are in breach of directive EC261/2004, which states that refunds must be paid within seven to 14 days of cancellation. This directive also states that, whilst refunds by voucher are allowable, it must be the customer’s decision to accept repayment in that form.

In my own case, I have four bookings for which I have requested a cash refund. When this odyssey commenced, I was told that payment would probably take three to four weeks, this became two to three months after a couple of weeks, and my latest exchange of communications suggests that repayment will now take more than six months due to problems with the credit card companies. I should explain that none of these cancellations were because of Covid-19, but at the suggestion of Aurigny, who changed the time of the flights, stating that if the new times were inconvenient then they could be re-booked or a full refund given.

We are all aware that these are difficult times and that businesses are, as a result, having problems, but it does not entitle them to renege on their contract or blame the credit card companies for the delay. I have been in contact with my card company and they advised that there were no delays in processing claims/refunds. I have since gone back to Aurigny stating that I would accept vouchers provided they had a longer period than 12 months in which to book flights and were fully transferable. That was 10 days ago. To date, I have not received even an acknowledgement of my email and this, to my mind, just shows a total lack of common courtesy.

I feel that Aurigny are simply burying their head in the sand in the hope that their cash flow problems will disappear. Why not take a leaf out of the play books of other airlines and offer an incentive to accept vouchers? This would have the effect of endearing, rather than alienating them to the local people. We have long memories and a little encouragement might be the difference between flying with Aurigny or someone else come the new normal.

LIONEL JONES

Address withheld.

Aurigny's response

AURIGNY acknowledges the reader’s suggestion to issue incentives for accepting credit vouchers. This week we are launching a ‘double your credit voucher’ draw to try to encourage locals and regular users of our services to support Aurigny by accepting vouchers for cancelled flights and to thank those who have already accepted credit vouchers.

Each week every individual credit voucher number issued since 12 March 2020 (the date the States of Guernsey advised against all but essential travel) will be entered into a prize draw and several winning vouchers will be randomly selected. The holders of these vouchers will be eligible for a further voucher to the same monetary value, meaning they can plan additional trips and flights after the crisis has passed.

The first draw will take place on Friday 15 May 2020.