CAA 'learns lessons' from handling of refunds crisis
Rob GillLessons have been “learnt” from the handling of refunds during the Covid-19 pandemic, as the CAA looks to beef up its powers to improve consumer protection.
Stephen Hillier, who joined the CAA as chair last year, told an Aviation Club UK online seminar that the interests of consumers would be “to the fore” for the regulator as the travel industry emerges from the coronavirus crisis.
Hillier said the authority was looking to enhance its “ability to enforce consumer protections” when it came to refunds for cancelled flights. This comes after many holidaymakers were forced to wait months for refunds from airlines last year.
“We only seek parity in relationship with other regulators – in particular to achieving timely resolution,” he added. “We need to ensure we are protecting consumer rights.
“The CAA should be more effective in protecting consumer interests and we are consistently striving to do better.”
Hillier also mentioned a consultation process into the future of the Atol consumer protection scheme.
“Plans have been laid out in the consultation. We are committed to making sure the travel industry is resilient both for consumers and travel businesses,” he said.
Hillier said the CAA was “fully involved” in the government’s Global Travel Taskforce, which is due to make recommendations of how to restart international travel to prime minister Boris Johnson on 12 April.
“There’s a need to balance the aspiration for travel with the public health conditions and requirements,” he said.
Hillier told those working in the aviation sector that “we know you are hurting” due to the impact of the pandemic which has led to a dramatic reduction in flights and passengers.
“We’re fully focused on doing all we can to help,” he added. “I sincerely believe that the CAA is playing its part to the full.”
Hillier said the CAA was “in a good place” when it came to managing the extra responsibilities it has taken on since the UK left the European aviation safety regulator Easa in January as part of the Brexit process.
Although he admitted the “proof of this” would come when aviation gets “fully back up to speed” after the pandemic.
“The test will come when we’re fully up and running,” said Hillier.
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