New proposals considered include improving compensation processes for delayed flights and strengthening protections for disabled passengers
Airline customers to more easily seek justice from unfair practices thanks to new proposals announced today (31 January 2022) by Transport Secretary Grant Shapps.
Some of the proposals being consulted on have been made possible thanks to the UK’s departure from the EU and our newfound ability to amend rules set under EU regulations.
These include considering the creation of a fairer compensation model for when domestic UK flights are delayed.
Based on the current compensation model used by rail and ferry customers, this will see a significant shift away from the current ‘set rate’ model.
Passengers would instead be able to claim compensation based on the length of the flight delay and linked to cost of travel rather than having to meet a certain threshold – which is currently a 3-hour delay.
The government is also considering mandating all airlines to be part of the aviation Alternative Dispute Resolution (ADR) scheme, which would give consumers a route for escalating certain complaints that cannot be settled between the consumer and airline without needing to go to court.
In the current setup, there are 2 ADR providers in the UK and airlines can join voluntarily.
Under the new proposals, all airlines would have to join the scheme, giving customers access to this dispute route regardless of who they fly with. This could help people who are struggling to get refunds when they are entitled to them.
The proposals also aim to strengthen the UK regulator’s powers to further protect both consumers’ and airlines’ interests. As the UK’s aviation regulator, the Civil Aviation Authority (CAA) works to ensure consumers are protected and treated fairly. Under the new proposals, they would have increased powers to enforce consumer protection law, for example, and would be able to fine airlines directly for breaches where appropriate.
You can have your say at Reforming aviation consumer policy: protecting air passenger rights.
Transport Secretary Grant Shapps said:
Richard Moriarty, Chief Executive at the UK CAA, said:
The plans also consult on mandating that airlines provide wheelchair users and people with reduced mobility with the full amount of compensation for any damage caused to their wheelchair or mobility scooter during a domestic UK flight.
At present, under legacy rules, airlines are not mandated to cover the cost of repairs, even if the device is damaged while in their care.
Rocio Concha, Which? Director of Policy and Advocacy, said:
Caroline Stickland, Chief Operating Officer at Transport for All, said: