Which? comments on ongoing travel chaos
Rory Boland, Editor of Which? Travel said:
"Frustratingly, travellers can expect to see more disruption today, with significant numbers of flights cancelled across the country, including out of major hubs like Gatwick and Heathrow. Already we're seeing worrying reports of passengers being left stranded without support, and airlines failing to properly communicate with their passengers or fulfil their legal obligations such as offering timely rerouting or providing overnight accommodation.
"In particular, travellers should be aware that their airline has a responsibility to reroute them as soon as possible, even if that means buying them a ticket with a rival carrier - a rule that some airlines appear to be ignoring. Passengers should also be given food and refreshments and overnight accommodation if required.
"Passengers understand that this is not an issue caused by airlines, but are frustrated by the poor communication and lack of care they receive from carriers. During travel crises we see repeat offending from airlines looking to wriggle out of their legal responsibilities knowing that they're unlikely to face any real consequences for leaving passengers high and dry during periods of disruption. The Civil Aviation Authority should be monitoring the situation closely, and stand ready to take enforcement action against any airline found to be failing in its responsibilities to passengers.
"The Prime Minister must play his part and prioritise legislation to deliver the government’s commitment for stronger enforcement powers in the King’s Speech later this year, so that this ongoing cycle of poor behaviour from airlines can finally be broken."
-ENDS-
Notes to editors
Which? advice on cancellations during extraordinary circumstances
Airlines have a duty of care to passengers who are delayed or face cancellation regardless of the reason. They must provide food and drink, usually after two hours of delay, and overnight accommodation, when necessary.
Which? campaign to Transform Travel
At the time of writing, over 44,000 people have signed the consumer champion’s petition to the Secretary of State for Transport demanding urgent action. Please find a link to view it here.
More than 1,100 Which? Travel campaign supporters have also submitted evidence of their mistreatment by airlines to the independent review of the CAA.
The consumer champion is calling for:
Enforcement – The CAA should be doing more by holding airlines to account proactively. It also needs direct powers to monitor and fine airlines when they flout the rules.
Resolution – We need a dispute resolution system that is mandatory for all airlines flying to and from the UK so travellers don’t have to go to the small claims court to enforce their rights.
Compensation – We need to protect passengers’ rights to redress when airlines are at fault for delays and cancellations. Proposals to slash pay-outs for domestic flights, which would replace current protections under EU law EC261, must be dropped.