It seems Grant Shapps has nothing better to do today, than launching a consultation on passenger rights (there’s some sort of report that has been released by Sue Gray, but I’m sure it’s about nothing important).
The new proposals will allow passengers to seek appropriate recompense for unfair practices, taking the place, taking the place of EC261 regulations. These include considering the creation of a fairer compensation model for when domestic UK flights are delayed.
According to the government, 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 the 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 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.
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.
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.
In Quotes
Transport Secretary Grant Shapps said:
People deserve a service that puts passengers first when things go wrong, so today I’ve launched proposals that aim to bolster airline consumer protections and rights.
We’re making the most of our Brexit dividend with our new freedoms outside of the EU and this review will help build a trustworthy, reputable sector.
Richard Moriarty, Chief Executive at the UK CAA, said:
We welcome the action from the government to improve the rights of air passengers. This consultation is a clear indication of the need to enhance our enforcement powers and bring us in line with other regulators.
The proposals will improve passenger rights and equip the Civil Aviation Authority with the appropriate tools to act swiftly and effectively for the benefit of consumers.
The ADR scheme has helped thousands of consumers seek redress from their airline or airport and we welcome the proposal to bring more airlines onto the scheme.
We will respond to the consultation in the coming weeks.
Rocio Concha, Which? Director of Policy and Advocacy, said:
For years, passengers have been let down by some companies in the travel sector, battling to be heard or to get the compensation they are owed when things go wrong.
Trust in travel plummeted further during the pandemic when some airlines ignored their legal obligations and refused to pay refunds for cancelled flights.
This consultation is a welcome first step that must improve and strengthen consumer rights and protections so that complaints are dealt with fairly and promptly, and that passengers receive the money they are due quickly and without unnecessary hassle.
It is also vital that the system is backed up by a regulator with the powers it needs to take swift and strong action against any company that breaks consumer law.
In regards to wheelchair users and people with reduced mobility Caroline Stickland, Chief Operating Officer at Transport for All, said:
Having your wheelchair or mobility aid lost or damaged by an airline doesn’t just put a damper on a holiday. It can mean a total loss of independence and mobility.
Much more needs to be done to safeguard against this, including fair recourse to compensation for disabled passengers.
We welcome these proposals and hope they mark the start of further positive changes in this area so that disabled people, whatever their access requirements, can travel with security and confidence when using airlines.
Want to make a strong, firm comment? (Unlike a certain person at the Dispatch Box today).
You can have your say at Reforming aviation consumer policy: protecting air passenger rights.
As usual, put your comments in – its a way of venting away whilst trying to make a positive change.
Expect changes – and bank errors not in your favour
EC261 is very cut and dry on its benefits
- Flights of less than 1,500 km (930 mi) in distance; €250
- Flights within the EU of greater than 1,500 km (930 mi) in distance, or any other flight of greater than 1,500 km (930 mi) but less than 3,500 km (2,200 mi) in distance; €400,
- Flights not within the EU of greater than 3,500 km (2,200 mi) in distance; €600
There are also benfits in terms of rerouting, accommidation and so on.
For a change to make a difference, it is going to need to either improve on what is offered, whilst trying to balance out the desieres of the airlines not to pay out.
Because they will lobby hard for anythig that forces them to open one their wallets for one penny – one need only see the fights they had with EC261, so any of them who don’t see to make a commerical advantage of the new rules (and the many loopholes for not paying out), whill no doubt be set in them.
There is going to have to be a lot of reading to see what the new UK rules are – and how it will impat you, the passenger.
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