Airline boss says failure to issue holiday refunds is ‘theft’

The transcript discusses the company's achievements in handling refunds, its awards, and mentions in various publications. It highlights the importance of customer refunds in the travel industry and the company's commitment to this principle. The speaker also addresses quarantine measures, the potential impact of a vaccine, and the company's downsizing due to the pandemic. The financial position of the company is discussed, emphasizing self-reliance and cautious optimism for the future.

What is the speaker's view on the concept of a 'new normal'?

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What does the speaker hope for the company's operations starting in April?

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