Too many are getting fobbed off. There is usually a right (from the airline) to a complete refund under EU law. Any travel agent is directly liable in contract to refund a cancelled flight (“we are waiting for the airline to pay us” is not a reason for refusing a refund).
Nor are customers required to accept vouchers to be used to buy flights in future. They are entitled to a refund.
If a credit card was used the credit card company will be liable if the airline/agent goes bust or just refuses to pay or gives customers the run around.
A clear and authoritative statement of rights that customers could simply read out and refer to would be really helpful.
