Consumer group Which? is seeking an urgent meeting with the new transport secretary to push for travel reforms following early summer airline disruption.
The organisation has sent 25 first-hand accounts of “shocking treatment” of travellers by carriers to Anne-Marie Trevelyan, who replaced Grant Shapps at the Department for Transport as part of new prime minister Liz Trust’s government reshuffle.
In a letter, Which? called on Trevelyan to make it her top priority to press ahead with plans to give the Civil Aviation Authority stronger powers, including the ability to hit airlines with fines when they break the rules.
More than 40,000 people have backed by petition by Which? to the transport secretary calling for travel reforms “that put passengers first”.
She is also being urged “not to reward airlines for failure” by slashing rates of compensation due to passengers facing lengthy delays or last-minute cancellation of domestic flights.
Travellers should also no longer be forced to turn to the small claims courts to seek the compensation and refunds they are legally owed – an issue which could be resolved with the introduction of a mandatory Alternative Dispute Resolution (ADR) system, and the establishment of an aviation ombudsman.
Case studies included in the dossier sent to the Trevelyan feature customers of airlines, including EasyJet, British Airways, Tui, Flybe, Wizz Air, Ryanair and Eurowings.
Which? previously reported BA and EasyJet to the CAA over their handling of delays and cancellations in recent months, and though the regulator has written to the airlines to remind them of their obligations, no enforcement action has been taken.
Rocio Concha, Which? director of policy and advocacy, said: “We have received hundreds of testimonies from travellers this year who have been left high and dry by their airlines. From those abandoned in airports to seek emergency accommodation and alternative flights home, to those still chasing compensation months later, it is clear reforms in this sector are desperately needed.
“We are calling on the new transport secretary to act without delay and give the Civil Aviation Authority the powers it needs to fine airlines when they break the law and fail in their responsibility to passengers.
“The government should also drop its proposals to drastically cut the compensation passengers are owed by airlines when domestic flights are delayed or cancelled, which would effectively act as a reward for their failures this year and potentially lead to even worse standards of service to passengers.
“It should also introduce a mandatory dispute resolution system, so travellers are no longer forced to pursue claims through the small claims court at their own expense.”
The demand came as the Business Travel Association welcomed Baroness Vere as the new aviation minister, repacking Robert Courts.
BTA chief executive Clive Wratten said: “The aviation industry and its supply chain has experienced a significant comeback following the Covid-19 pandemic.
“It is a critical time for the new minister as business travel once again takes its place at the heart of the growth of global Britain.
“As flight numbers increase, we must also prioritise how the industry can mitigate its impact on the environment. We look forward to working with Baroness Vere towards a greener and fruitful future for aviation.”