Transport secretary Grant Shapps has issued a guide to passengers’ rights, as part of the government’s drive to tackle disruption at airports.
Called the Aviation Passenger Charter, it has been developed by government, industry, consumer and disability groups, outlining what passengers can expect if faced with flight delays and cancellations this summer.
The government said the charter has been designed as a “one-stop shop” so passengers know their rights for their entire journey, from booking, travelling to and through the airport, during the flight and returning to the UK.
“It outlines what aviation passengers can reasonably expect from airlines, travel agents, tour operators and airports, and what do if things go wrong,” said the government.
“This includes advice on what to do if flights are cancelled or delayed, or if baggage goes missing, as well as guidance on how to complain if passengers feel they have been treated unfairly.”
Shapps said: “Passengers deserve reliable services, and to be properly compensated if things don’t go to plan, and the chaotic scenes we’ve seen at airports scenes we’ve seen at airports are unacceptable.
“The new charter will help to give UK passengers peace of mind as they enjoy the renewed freedom to travel, whether for holidays, business or to visit loved ones.
“Our passenger charter builds on our 22-point plan to support the industry in backing holidaymakers and keeping disruption to a minimum this summer.”
People deserve reliable services and to be properly compensated when things go wrong ✈️
So today I’m launching a brand new Aviation Passenger Charter to help holidaymakers and travellers understand their protections when flying.https://t.co/P5hXKgf8XK
— Rt Hon Grant Shapps MP (@grantshapps) July 17, 2022
The charter also aims to ensure that disabled passengers and those with reduced mobility have immediate access to information about their rights and what to do if things go wrong.
Furthermore, the government said it will soon announce its response to its consumer policy reform consultation, which will outline how, together with industry and the aviation regulator the Civil Aviation Authority, it will bring “real change for everyday aviation passengers”.
Julia Lo Bue-Said, chief executive of Advantage Travel Partnership, commented on Twitter, saying: “Having actively participated in feeding into this guide it’s useful to have all the info in one place however it doesn’t deal with what happens in the moment when something goes wrong. Most consumers at that point just want to be on their way.”
Richard Moriarty, chief executive of the Civil Aviation Authority, commented: “It is important that we at the Civil Aviation Authority and wider industry continue to work together in the interests of consumers.
“A part of that is how we improve the information they receive and making sure it is clear and concise to help support and improve their overall travel experience.”
Rocio Concha, Which? director of policy and advocacy, said: “It will be helpful to some passengers to have this advice and a reminder of their rights, but this knowledge is of limited use when some airlines routinely ignore their legal obligations, as they have done during the recent chaos at UK airports.
“Passengers want airlines to be held accountable – so the government should create a code of conduct and give the aviation regulator powers to fine carriers directly when they break the rules.
“The unacceptable airport disruption shows why passengers need their rights to be enforced by a strong regulator and also backed up by a fair compensation regime – so the government should drop plans to cut passenger compensation for delayed and cancelled UK flights.”
Picture credit: 1000 Words / Shutterstock.com
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