Which? responds to BA and easyJet cancellations
Rory Boland, Editor of Which? Travel said:
“Thousands of travellers are having their holiday plans thrown into disarray by delays and cancellations and yet again we are seeing passengers complaining about a complete failure from airlines to communicate properly about disruption or provide adequate support and help with rerouting and refunds.
“Year after year it’s the same old story and passengers are fed up of airlines disregarding their rights and getting away with it. The Civil Aviation Authority must be given the powers it needs to take action against airlines when they fail customers in the event of disruption – including the ability to fine companies directly. The Prime Minister must now prioritise legislation to deliver the government’s commitment for stronger enforcement powers in the King’s Speech later this year.”
-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.
Though air traffic control restrictions and extreme weather are classified as extraordinary circumstances outside the airline’s control, some carriers aren’t always clear about the cause of disruption. If your flight is delayed or cancelled, but other airlines appear to be operating as normal it is worth challenging the carrier and lodging a claim for compensation.
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.