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Transport / Councillor not happy with refund delays but Loganair says it is making ‘good progress’

Photo: Shetland News

LOGANAIR insists it is “now making good progress” on processing refunds for flights cancelled due to the coronavirus pandemic.

It follows a call from chairman of Shetland Islands Council’s environment and transport committee Ryan Thomson to provide clarification on timescales for refunds for customers.

He said some people have contacted him “almost desperate to receive their much-needed refunds at this very difficult time for all”, with some waiting four months.

“While I have every sympathy with Loganair at this incredibly difficult time, folk need to have their refunds processed in a timeous manner,” the councillor said.

“I’d also like to them to justify how they refusing some customers refunds when the government’s message of ‘stay at home’ was absolutely clear.”

Thomson added that Shetlanders “have to put up with a much higher cost of living compared to the rest of the country”.

In response to his concerns a spokesperson for Loganair said the airline is not alone in being faced with a “huge backlog” of refund requests.

“We have been working hard to improve our processing times since the beginning of lockdown and we’re pleased to say that Loganair is now making good progress to clear this backlog,” they said.

“We’re processing eligible refunds in date order of customer request, and will continue to keep our customers up to date via e-mail on the expected date of their refund completion.

“In the situation where the flight was operational and customers chose not to fly, we have offered a free change of date with the option to put the booking on hold for up to 12 months for use at a future date.

“Our last update to those customers who are due a refund was sent last week and we will continue to provide information to those customers as and when appropriate.

“In the meantime, we apologise to customers for delays and would like to thank them both for their patience and the many kind e-mails of support and recognition that our team has received.”

Three Shetland jarl squads, meanwhile, were recently refunded £57,000 in long overdue travel fares from British Airways following pressure from local media.

The group of 116 were set to travel to New York on 1 April for the annual Tartan Week celebrations but they had to wait months for the substantial refunds to be delivered.