Stronger enforcement powers for the aviation regulator will lead to improved standards for all passengers on flights operating to and from the UK
Airline passengers will be better protected when journeys go wrong under new proposals published by the government today (27 June 2023), strengthening the aviation sector and supporting the Prime Minister’s priority to grow the economy by increasing passenger confidence.
Under the plans, stronger enforcement powers for the regulator and access to faster and cheaper dispute resolution will lead to improved standards for all passengers on flights operating to and from the UK, increasing passenger confidence and boosting the aviation sector.
Following concerning reports of disabled passengers having their wheelchairs damaged, the measures will mean they can get full and fair compensation for damage caused on UK domestic flights. Airlines will also be encouraged to waive this cap for international flights.
At present airlines are not required to cover the full cost of repairs, even if the equipment is damaged while in their care.
Transport Secretary Mark Harper said:
Ground handlers will also be offered new training by the Department for Transport to make sure mobility equipment is being handled properly, aiming to avoid these incidents altogether.
Paul Smith, Joint-Interim Chief Executive at the UK Civil Aviation Authority, said:
Tanvi Vyas, Aviation group lead at the Disabled People’s Transport Advisory Committee (DPTAC), said:
The proposals form the government’s response to its aviation consumer policy reform consultation, published in January 2022, and aim to improve the UK’s standards for air passenger travel.
Airlines will be required to be a member of an approved Alternative Dispute Resolution (ADR) body, giving consumers a way to escalate certain complaints that cannot be settled between them and the airline without the need to go to court.
At the moment there are 2 ADR providers in the UK and airlines can join voluntarily. Under the new proposals, all airlines flying to, from and within the UK, would have to join, 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 measures also aim to strengthen the UK regulator’s powers to further protect both consumers’ and airlines’ interests. As the UK’s aviation regulator, the CAA works to ensure consumers are protected and treated fairly. Under the new plans, it would have increased powers to enforce consumer protection law, for example, issuing fines for breaches where appropriate.
Following feedback received during the consultation, the government will undertake further work on how compensation for passengers facing disruption from cancellations and delays.