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The Musengezi family’s experience shows how Covid chaos has laid bare the limited, complex rights of air passengers who book through an agent rather than directly with an operator.
Under the EU Denied Boarding regulation, now part of UK law, carriers are required to refund within seven days. But flight-only bookings through an agent depend on its contract terms.
DWT’s state: “Refunds can take anywhere between two and six weeks and in some extra-ordinary circumstances up to six months.”
Sidwell says the company told him his refund may have been processed but not to them and they were waiting for a third-party supplier to do this.