Comparative Analysis of Refund Processes for Cancelled Flights: Where does Vueling Stand?

Despite being the safest mode of transport, aircraft face disadvantages compared to other options such as unforeseen delays or cancellations. Adverse weather and other extraneous factors frequently hamper airline operations. Therefore, when selecting an airline, it is essential to consider its refund policies, as even low-cost carriers must address problems arising from cancelled flights by providing compensation. Take a look at how Vueling, the leading Spanish airline, deals with ticket refunds when a flight is cancelled. 

Methodology

To get a clear picture of Vueling's refund processes and customer satisfaction, it is best to compare these factors with those of other airlines. In order to select the services to be compared, several characteristics were used:

• The geographic score of the company. As Vueling only offers short trips, the same companies were selected.
• Size. Vueling is a low-cost carrier, so its rivals have roughly the same scale.
• Customer base. To create a clear picture, the experts selected companies with similar target audiences and customer bases.

To create a clear comparison, several factors are essential. These are the type of reimbursement, response time, clarity of information and customer satisfaction. 

Industry overview

The first rules on airline refund policies were introduced in the middle of the last century. However, the first official document, the Montreal Convention, was not created until 1999. According to this legislation, in the event of a flight cancellation, passengers are given three options: full reimbursement; rebooking on the next available flight to their first intended destination; or re-routing to their original destination.

There are regulations that govern this reimbursement process. In the case of European airlines, including Vueling, the prevailing regulation is EU Regulation 261/2004.

Comparative analysis

In case a passenger does not want to cancel Vueling flightIf the flight is cancelled by the airline, but the flight is cancelled by the airline, special rules apply. The same rules also apply to other European low-cost airlines, but may offer slight changes. For a comprehensive review, see this comparison. It highlights the most essential aspects of reimbursement: its rules, deadlines and options.

An airline	Ticket refund policies in case of flight cancellations
Vueling	There are two options: full reimbursement in the form of flight credits. Flight credits are credited immediately.full reimbursement. If the customer can prove a reason for cancellation (illness, pregnancy, etc.), the refund takes 7 to 20 working days. The options are only applicable if the flight is cancelled at least 48 hours before departure.
Ryanair	They are non-refundable. Only two exceptions apply: refund is possible if the customer cancels a flight 28 days before departure, or if the flight is cancelled by the company. Refunds take up to 5 working days.
EasyJet	It is possible, if the customer requests cancellation within 24 hours after booking the ticket. The refund is full, but cancellation fees will be charged. In all other cases, no refund is possible.
Lufthansa	The 24-hour grace period after booking applies to all tickets. For subsequent cancellations, the rules vary depending on the type of ticket. Low cost tickets are non-refundable. Refundable tickets are refunded in full minus cancellation fees. Money transfer takes up to 7 working days.
British Airways	If the company cancels a flight, the customer can request a full refund or an additional free booking. In either case, the ticket is void: economy tickets are non-refundable, they can only be exchanged for other tickets; there are also refundable tickets, but if the customer wants to get a refund, he/she must cancel at least 24 hours before the flight departs; all refunds have a specific time period, up to 30 days after departure.

Vueling stands out for its flight credit policy. Cancellation conditions are average and they offer faster services than British Airways, although slower than Ryanair.

The Vueling Refund Process in Detail

When planning a cancellation at Vueling, the customer must process several steps. After booking a flight, the person can claim the cancellation via the official Vueling website or a mobile app. To do so, the person has to log in to a personal profile (a profile is created when the customer books the first flight) and open the dedicated sections of the website.

Consumer perceptions

In 2024, Vueling has 1.3 stars on Trustpilot, a reputable review platform. According to the reviews, Vueling's official policy may be far from reality. Negative reviews often describe problems with cancellation notifications.

Regulatory impact

Vueling drafts its cancellation and refund policy in accordance with Regulation (EC) 261/2004. The report says that when an aircraft cancels its flight, the passenger who is offered a full refund will be offered a hundred percent refund. On the other hand, today Vueling only gives this option in certain cases; in fact, it almost completely violates the regulation.

You have the right to claim a full refund in case of temporary flight cancellations, according to the European legislator. According to Eurocontrol, delays and cancellations are still a common problem among airlines.

Conclusion

Vueling adopts an ambivalent reputation compared to other European airlines with similar costs and policies. On the one hand, the company offers refunds for all flights cancelled by the customer 48 hours before departure or cancelled within 48 hours by the company itself. But on the other hand, such refunds are nothing more than credits issued for future flights.