Refund of airline tickets

Q: By law, as consumers, we have a right to a refund when purchasing something online and then change our mind. I booked and paid for an airline ticket online and would like to cancel this booking due to health problems, as I am unable to travel. However, when I contacted the airline, I was told that no refund will be given. Not even the taxes.

Will the airline keep the taxes? Can you advise me as to what my rights are in this situation?

A: It is true that the Distance Selling Regulations give consumers the right to change their mind when they purchase a product or service online. This is better known as the cooling-off period. However, there are some contracts that these regulations do not apply to, and among these is the following:

"The Distance Selling Regulations do not apply to contracts for the provision of services with respect to accommodation, transport, catering or leisure, where the trader undertakes, when the contract is concluded, to provide such services on a specific date or within a specific period."

So, for the actual ticket you do not have a right for refund, unless you have travel insurance that covers such a situation.

If you have travel insurance you should read the terms and conditions of your policy to see if you could possibly make a claim with your insurance provider.

Regarding taxes, you may apply for a refund.

But the airline may charge you a fee to cover the administration involved.

If the airline refuses to give you back these taxes, send it a registered letter with your request and copy your letter to the Civil Aviation Department.

If you do not have any feedback from the airline within at least five working days, then you should contact the Civil Aviation Department and register your complaint.