FAQs - Chargeback rights and Section 75

These FAQs attempt to set out some frequently asked questions about chargeback rights and rights under Section 75 of the Consumer Credit Act (CCA) in the context of holiday cancellations, and difficulties as witnessed in the aftermath of lockdown measures.  

They are meant as a general guide only and customers should contact their card issuer for guidance about specific issues. More detailed information about both of these rights can be found here.

We set out below some questions that may arise regarding the application of these rights in the context of flight cancellations and/or, flight delays. This is set against the backdrop of well reported problems currently impacting the travel industry, which are anticipated to be ongoing issues over the summer and autumn months during 2022. 

Please note that the Department for Transport (DfT)  has also put together an Aviation Passenger Charter Document – which acts as a first port of call for consumers; and will be looked to be updated on a regular basis by the DfT. To reflect the fluidity of many of the practical issues facing consumers and continuing pressures placed on the aviation industry.

As is consistent with any form of cancellation, individual customers may have stronger rights elsewhere (e.g., an insurance policy, a government compensation scheme, or contractually against a provider) in addition to reliance on any protections that may be sourced through their usual and chosen payment method (i.e. debit/ credit card).

We do not cover those alternative options here in any detail, but the following information may assist, and further information can be obtained through the helpful links which take customers through to the Civil Aviation Authority website (“CAA”). The CAA is the UK’s aviation regulator.