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Final boarding call: Which? vision for consumer reforms in the aviation and package holiday sectors

Which? has been working for improvements to consumer rights in the aviation and holiday sectors for many years but the pandemic brought systemic failings to a head. We make twelve recommendations on how to ensure reforms in these sectors deliver for consumers and create a well-functioning market.

Which? Travel Reform Report 593 Kb | 30 Jun 2022

Following two years of unprecedented strain and chaos, it is vital that the government’s strategy to aid the recovery of the aviation and holiday sectors is delivered in a fair, transparent and coordinated way, to ensure consumers can be confident they can make travel plans without suffering undue distress and financial loss.

Which? recognises the immense task facing the government, regulators and industry in getting the travel industry back on its feet at a time when both consumers and the industry are suffering from the impact of the pandemic and the rise in living costs. However, if the sector is to build back for the long term then the serious limitations and inconsistencies of the regulatory and enforcement framework, exposed in earnest by the pandemic, need to be addressed in the government’s long term plans in order to rebuild consumer confidence.

In this report we highlight the weaknesses of the current consumer protections framework in travel and make twelve recommendations on how to create a system that will protect consumers effectively and support the recovery of the sector.