The aviation and competition regulators warn they could take enforcement action if airlines don’t tackle the problems of flight cancellations this summer.
The bosses of the Competition and Markets Authority (CMA) and the Civil Aviation Authority (CAA) have published a joint open letter to airlines about cancellations and refunds – and reminding airlines about their consumer law obligations.
It comes after several months of disruption at airports, which have struggled to recruit staff to deal with rising passenger numbers as travel restrictions ended.
The CAA said it will continue to monitor airlines’ practices and consumers’ experiences, adding: “If we receive evidence that consumers continue to experience these serious problems, the CAA, supported by the CMA, will consider further action, including enforcement.”
The letter, signed by CAA chief executive Richard Moriarty and Sarah Cardell, CMA general counsel, said: “We recognise that some airlines have performed better than others and we acknowledge and welcome some recent improvements, for example flight cancellations being announced earlier.
“However, we are concerned that consumers could experience significant harm unless airlines meet their obligations and minimise flight disruptions throughout the summer and beyond.
“It is critical that airlines take action to ensure consumers have a positive experience.
“Consumers must be kept informed of the status of their flights and made aware of their rights, so they can assess their options sufficiently in advance of travel.
“Where flights are cancelled, consumers should be supported and their rights upheld to ensure they get the best outcomes.”
Key concerns outlined in the letter include airlines selling more tickets for flights than they can reasonably expect to supply; not always fully satisfying obligations to offer consumers re-routing in the event of cancellation; and failing to give consumers sufficiently clear and upfront information about their rights on cancellation.
The letter said refunds and compensation are generally being processed and paid “in a timely fashion” but added: “We are concerned to ensure that payment delays and other issues do not begin to emerge over summer as more flights are cancelled.”
The letter urges airlines to keep their schedules under review throughout the summer and beyond.