Project Description

Air passenger duty refunds for the under 16s

What’s it all about?

In the 2015 Autumn Statement, the chancellor announced the abolition of Air Passenger Duty (APD) for the under 12’s and subsequently the under 16’s in a two pronged approach. As most flights are booked in advance, airlines were left with the unwieldy task of refunding travellers who had already paid APD on their children’s flights.

Our mission

This was a great opportunity for to take ownership of this issue and make sure travellers across the UK received the refunds they were entitled to. This reinforced their position as a consumer champion, offering clear guidance on everyday money issues.

How we tackled it

As every airline planned to process refunds in a different way, our in-house analysts created a guide to inform travellers how to reclaim their money. We coupled this with consumer research which investigated awareness of the issue, how many people planned to make a claim and how many know how to do it.