UN trade body supports Mumbai consumer association in its demand for airline refunds

MUMBAI: Consumer rights association Mumbai Grahak Panchayat which had taken up the matter of airline refunds for tickets cancelled due to lockdown with United Nations Conference on Trade and Development (UNCTAD) has found support from the UN trade body as in a communication sent recently to its member states it called upon governments to “enforce consumer protection laws against abusive business practices such as penalties or fees and breaches of refund rights.”
“Acknowledging our call for international guidelines to address this global issue, UNCTAD, in June 4 note, called upon UN member states on to advise airlines to respect air passengers’ rights and provide full refunds if consumers don’t want to accept vouchers and to provide appropriate and complete information regarding consumers’ options,” said MGP chairman Shirish Deshpande. MGP had recently undertaken a survey of airline passengers where more than 86 % passengers insisted on refunds and rejected credit voucher option. The survey results were also conveyed to UNCTAD officials, he said.
In its June 4 note to member countries the UN trade body said that governments should engage with airlines to design voluntary voucher schemes that respects consumers’ rights, provide clear, precise and accessible information on consumers’ rights in case of cancelled flights, including refunds; ensure a transparent process for the confirmation, cancellation, return and refund of products and services and ensure effective dispute resolution and redress systems for consumers, especially through electronic means.