Which? response to some airlines imposing arbitrary financial limits on the amount passengers can claim for overnight accommodation

Rory Boland, Editor of Which Travel said?

"Days after the initial air traffic control failures, countless passengers are still caught up in the chaos. Particularly concerning are reports that some passengers are still waiting to be rerouted by their airlines, despite carriers having a legal obligation to get their passengers on the next available flight. It's simply not acceptable that customers are being kept in limbo, risking missing the start of school or their return to work because some airlines are refusing to buy their passengers tickets with rival carriers.

"Passengers are also entitled to accommodation and meals if they are stranded overnight, but again some airlines appear not to be fulfilling their obligations as expected. If you're stranded for multiple days, your airline should be covering the cost of your accommodation for the full amount of time you're delayed. However we've seen worrying reports of passengers offered a bed for just one night and then left to their own devices, or told that there's an arbitrary limit on the amount they can claim back - when in fact airlines should cover the cost of accommodation for the duration for the delay, as long the costs are 'reasonable'. 

"The law on what passengers should expect is crystal clear - so it's absolutely unacceptable airlines continue to play fast and loose with the rules, leaving passengers out of pocket in the process. It's essential the Prime Minister shows his support for travellers by prioritising legislation for the Civil Aviation Authority to receive direct fining powers in the King's Speech this autumn. Until the regulator has the enforcement powers it needs, airlines will continue to flaunt the rules without consequences."

-ENDS-