Airline passenger views wanted on snow chaosCAA launches online survey on snow travel issues

01 February 2011

Snowy airport and plane

Snow has grounded flights in recent years

UK flyers are being asked to share experiences of how heavy snow affected their travel late last year, by the Civil Aviation Authority (CAA).

The CAA’s online snow survey aims to gain a better understanding about how airports, airlines and other companies operating at UK airports met or failed to meet the expectations of passengers.

A CAA spokesman said: ‘We are interested in finding out how well passengers were kept informed about the disruption and whether people were told about their rights to assistance from airlines.’

He added that the CAA 'wants to build the best possible picture of what worked well and what did not' so it can work with industry to improve the situation in case of future disruptions. 

Passenger concerns

This is the latest move by the CAA to address concerns among passengers over the way airports deal with crisis management. 

Last year, it called for some airlines to do more to help passengers after airlines and airports dealt with the volcanic disruption with mixed success.

Building a picture

Assistant editor of Which? Travel, Amanda Diamond, said: ‘We welcome this survey by the CAA as it will establish where airlines are failing or helping consumers. We also hope the survey will identify where airlines are neglecting to adhere to EU regulations which state that they must provide assistance or compensation to passengers in the event of a delay or cancellation.'

'We too would like to see as many people as possible complete the survey so that the CAA can build a clear picture of how consumers were most adversely affected and advise airlines and airports how to keep passengers informed in a crisis.' 

Passengers who want to take part in the survey should visit the CAA website.

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