Comesa watchdog probes airlines for withholding refunds on cancelled flights during Covid-19 pandemic

Airlines operating in the Comesa region are facing fresh scrutiny after the regional competition watchdog opened investigations into failure by carriers to refund tickets for flights cancelled during the Covid-19 lockdowns.

The Comesa Competition Commission (CCC) has invited affected passengers to file complaints, saying some airlines may have violated consumer rights by withholding refunds for unused tickets during the 2020 and 2021 pandemic disruptions.

In a public announcement issued on Monday, the commission asked travellers from its 21 member countries, including Kenya, Egypt, Uganda, and Ethiopia, to come forward if they had been denied compensation following cancellations.

The probe covers major international airlines operating within the bloc, such as Kenya Airways, Ethiopian Airlines, EgyptAir, TunisAir, RwandAir, Malawi Airlines, Zambia Airways, and Uganda Airlines.

“The Comesa Competition Commission has become aware that several passengers affected by Covid-19-related flight cancellations were denied refunds or compensation for unused tickets by some airlines operating in the Comesa region,” the statement read.

Although the commission did not disclose the names of the specific airlines under review, it noted that all carriers suspended operations in 2020 following global travel restrictions, which led to mass cancellations.

Most airlines are expected to issue refunds under their ticketing policies, especially where services were not provided.

According to the CCC, some of the airlines under investigation may have hidden behind vague or restrictive booking terms to avoid issuing refunds, an action that could breach consumer protection laws in the region.

“The commission is concerned that the concerned airlines may have engaged in misleading conduct, a possible violation of Article 27 of the Comesa Competition Regulations, especially where the terms were not disclosed to consumers at the time of booking or where those terms had a misleading effect,” it said.

The watchdog added that airlines could also have engaged in exploitative behaviour if their conditions created an imbalance that unfairly favoured the carrier over the customer. It said this could include the use of pressure, unclear language, or unfair policies that left passengers with no options.

Across the world, many travellers complained about difficulties getting refunds for cancelled flights during the pandemic, prompting regulators to act. The CCC's move now brings this issue into focus within the Comesa region, offering passengers a chance to pursue accountability.

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