Rocio Concha, Which? Director of Policy and Advocacy, said: "Another day of chaos at the UK's biggest airport suggests the government's working groups and written warnings to airlines and airports are not yet having the desired effect - and many passengers will understandably be concerned that this plan may not be enough to prevent a summer of travel disruption. "Passengers have been treated appallingly during recent months. With the holiday plans of millions of people at stake, the government and aviation regulator must show they can get a grip on this situation and ensure airports and airlines meet their legal obligations to the travelling public in the busy weeks ahead. "The shameful scenes at UK airports show why passengers need their rights to be strengthened and enforced by a strong regulator and compensation regime. The government should give the CAA powers to fine airlines directly when they flout the law, and drop plans to cut passenger compensation for delayed and cancelled domestic flights." ENDSNotes to editors
