It is the airline’s responsibility to reimburse the unused ticket within 7 days of cancellation, knowing that a voucher cannot be imposed on the passenger but that he can accept it after proposal by the company (Articles 5, 7.3 and 8 of the Rules) – Depositphotos.com inkwell
According to European Regulation 261/2004 and the case law of the European Court of Justice, the air carrier owes the passenger assistance and support when the flight is canceled, including in the event of ” extraordinary circumstances ».
It is the airline’s responsibility to refund the unused ticket within 7 days of cancellation, knowing that a voucher cannot be imposed on the passenger but that he can accept it after a proposal from the company (Articles 5, 7.3 and 8 of the Regulations).
The support, depending on the waiting time before a replacement flight, obliges the company to offer the passenger free meals, refreshments, free two calls and to accommodate them at the hotel if necessary, as well. than providing hotel-airport transfers.
These two reimbursement and support obligations therefore exist even if the causes of the cancellation, delay or denied boarding are due to extraordinary circumstances, the main consequence of which is to exonerate the company from its obligation to pay the passenger a lump sum compensation according to the flight distance.
Cancellations caused by the consequences of the coronavirus pandemic therefore do not exempt companies from their obligation to reimburse passengers, or agencies according to the contractual relationship between them.