Air passenger consumer watchdog the Air Transport Users’ Council (AUC) is being abolished after almost 40 years. It is being replaced by a new independent body to represent passengers’ interests, Civil Aviation Authority has announced.
The AUC’s complaints handling role will become part of the CAA’s newly created regulatory policy group, “to ensure that consideration of the issues that most impact on consumers is at the heart of the group’s regulatory work”.
CAA chairwoman Dame Deirdre Hutton said: “Protecting the consumer is at the heart of what the CAA does, and with these changes we will be able to ensure that our work is focussed on the issues that really matter to them.
“To guarantee that the CAA continues to receive independent advice supporting air travellers, we are creating the Aviation Consumer Advocate Panel (ACAP) to help us in our work to protect the passenger.
“The Panel will build on the AUC’s good work over nearly 40 years of championing the consumer, and help to strengthen and embed their approach of placing the passenger experience at the heart of the regulatory regime.”
The change over will take place during the next six months, with the AUC’s complaints handling transitioning into the CAA and the information on its website becoming part of the CAA’s site first.
The 10-member ACAP will then be set up to replace the AUC, funded by the CAA with the support of a small secretariat.
AUC chairwoman Tina Tietjen added: “The AUC has been a consistent advocate of the CAA putting greater emphasis on consumer interests, and the creation of the new Regulatory Policy Group is a positive step in that direction.
“The AUC model of passenger representation has remained basically unchanged in 40 years, so we can see the need to update it. We are hopeful that these changes will indeed enhance the CAA’s role as a consumer champion.”
The CAA will consult with stakeholders on ACAP’s remit and Key Performance Indicators in the coming months.