Travelers who saw their flight with Brussels Airlines fall into the water due to the corona crisis have so far requested refunds of 122 million euros. The airline announced on Friday that it had processed 31 percent of the requests. 210,000 files are still open, but most repayments will be made by the end of October, she promises.
“In the past few months we have given priority to rebooking, which has resulted in refunds being slow to come in,” said Kim Daenen, spokeswoman for Brussels Airlines. “From now on it will be much faster, we will close the gap in two months.”
Society says it can now make several thousand payments every day. Most repayments should be made by the end of October. For more complex cases such as reservations with multiple airlines, this can only take longer.
36,000 flights canceled
The corona crisis had a serious impact on the operations of the airlines and thus also of Brussels Airlines. More than 36,000 flights have been canceled in the past few months. The airline canceled an average of 83 percent of its flight program, “which affected the travel plans of three million passengers.” You can rebook, receive a voucher or request a refund.
The cancellations also sparked a call center run with more than a million calls since the corona outbreak. By comparison, customer service received 400,000 calls in 2019.
“We sincerely apologize for the inconvenience caused by congested call centers and delays in our response time, especially when processing ticket refunds,” said Dieter Vranckx, CEO of Brussels Airlines, in a press release. “However, we assure you that any passenger who is eligible for a refund and has submitted a request will receive a refund within the next few weeks.”
The Lufthansa Group, to which Brussels Airlines belongs, announced at the end of August that it had already repaid more than 2.5 billion euros in tickets. The files of 5.6 million passengers had already been processed, the backlog for the entire group was still 1.2 million tickets.