Airlines 'blatantly flouting' consumer rights, says Which?

The organisation’s head of consumer rights and food policy Sue Davies was questioned by MPs during the Business, Energy and Industrial Strategy (BEIS) committee hearing on Tuesday (14 June). 

She said the aviation industry and the government should "shoulder the responsibility for the chaos" regarding the delays and cancellations.

"The airlines and the government were encouraging people to travel again and we think they underestimated the capacity issues and the shortage both within the airlines and the additional services," she said.

"We are still seeing airlines appearing to book flights when they don’t know for sure if those flights are actually going to be able to go.

"There is a blatant flouting of consumer rights and a failure to put passenger interests first, which will not only impact on consumers but also their confidence to book again, so we think we need some short-term actions, but also a big overhaul of consumer rights and how they’re enforced."