Yes, I suppose that the CTA thought it was a reasonable response in the panic moment. However, that was a policy statement they should have known was going to affect consumers' will and understanding of the situation.
My concern with it is that it implied, at least at a consumer understanding level, that refunds would not be forthcoming and that consumers should just sit tight and be happy with their two-year vouchers. I think the CTA did not take into account consumers' perception of what they were trying to do, which was just to give a temporary circuit break until they could get to these complaints.
I would have been much happier had they described it that way, but they left it out, making it sound, with no context, as if that were all that consumers were ever going to get and that it were all they were entitled to. I think that's the concern Dr. Lukács also mentioned.