DfT unveils new proposals to 'better protect' air passenger rights
Tom ParryNew protections for airline passengers promising stronger enforcement powers for the CAA, faster and cheaper dispute resolutions and improved rights for disabled travellers have been announced by the government.
Proposals from the Department for Transport claim consumers flying to and from the UK will receive better treatment when journeys go wrong, boosting passenger confidence in the aviation sector as a result.
Under the proposals, which follow the government’s aviation consumer policy reform consultation published in January 2022, airlines will be required to be a member of an approved Alternative Dispute Resolution body, giving consumers a way to escalate complaints that cannot be settled without the need to go to court.
The DfT said the measures are also aimed at strengthening the CAA’s regulatory powers to protect both consumer and airline interests.
As part of the new plans, the CAA would be given increased powers to enforce consumer protection law – such as issuing fines for breaches “where appropriate”, while the DfT said ministers would “undertake further work” to examine potential changes around compensation for passengers facing disruption from cancellations and delays.
Following numerous reports of disabled passengers having wheelchairs damaged in transit, further proposals will enable travellers to receive “full and fair” compensation for damage caused on domestic flights and carriers will be encouraged to cover damage on international flights.
Airlines are not presently required to cover the full cost of repairs, even if mobility equipment is damaged in their care. Ground handlers will also be offered new DfT training to ensure mobility equipment is looked after properly.
Transport secretary Mark Harper said that while he recognised the work airlines do “around the clock in order to provide a good service”, the DfT proposals would “go even further for travellers”.
“I’ve heard really concerning examples of passengers’ wheelchairs getting damaged and being left without full and fair compensation. It’s important that everyone can travel with confidence,” Harper said.
Paul Smith, the CAA’s joint-interim chief executive, said the body welcomed government plans to enhance its enforcement powers. “We have long called for a stronger enforcement toolkit to bring us in line with other regulators. The plans announced today achieve this and will help ensure that the Civil Aviation Authority is better equipped to hold industry to account in meeting their obligations to passengers,” he said.
“Everyone should have equal access to air travel and the planned changes to compensation when mobility equipment is damaged will help to improve this. We encourage UK airlines to adopt the proposals immediately for all flights, not just domestic flights, in advance of legislation being introduced.
“In addition, ADR provides an essential service to allow passengers to escalate a complaint. Many airlines already provide this option to passengers on a voluntary basis, but some do not. We encourage all airlines who don’t already to introduce this immediately.”
Tanvi Vyas, aviation group lead at the Disabled People’s Transport Advisory Committee, said providing compensation for damaged mobility equipment “is certainly a move in the right direction”.
“Understanding the international element to this and encouraging waiving this for international flights is crucial for disabled travellers to travel with assurance and consistency,” said Vyas.
“When equipment is damaged, this doesn’t just scupper the short-term plans of the trip itself. An understanding of the longer-term impact physically, emotionally and financially is really important,” she said, describing her hopes that training ground handlers would help “raise the bar” when it came to better serving disabled travellers.
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Tom Parry
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