NAIROBI, Kenya, July 29 – A probe is underway against airlines that failed to refund passengers following flight cancellations during the Covid-19 period.
In a notice, the COMESA Competition Commission announced that it had received numerous complaints from passengers who were denied refunds for unused tickets by some airlines operating within the COMESA area.
The regional competition watchdog also said that some airlines may have relied on unfair terms and conditions to deny passengers refunds or compensation rights.
At the height of the coronavirus, most of the international airlines were grounded amid travel bans and restriction measures to control the spread of the disease. Consequently, airlines suspended flights, forcing millions of travellers to halt travels.
“The Commissions is concerned that the concerned airlines may have engaged in a misleading conduct, a possible violation of article 27 of the COMESA Competition Regulations (“Regulations”) especially where the terms were not disclosed to the consumers at the time of the booking or where the provisions therein entail a misleading effect,” the COMESA Competition Commission said.
“Furthermore, the airlines concerned may have engaged in unconscionable conduct, a possible violation of articles 28 and 29 of the Regulations if the airlines engaged in unfair tactics, coercive or deceptive conducts; or if the provisions of the terms used provided undue advantage to the airline to the detriment of the consumers.”
As part of the investigation, it has invited feedback from customers who might have been affected while asking them to provide correspondence with the airline, ticket and payment receipt, and proof of refunds, among others.
“The submissions will help the Commission to investigate related consumer rights. violations and take enforcement action against airlines that failed to comply with their obligations.”
