THREE MAJOR AIRLINES including Aer Lingus have agreed to change their policies about how they support their passengers during disruption.
Britain’s aviation regulator had alleged the treatment of passengers by Aer Lingus, Jet2 and Wizz Air was in breach of consumer law.
The Civil Aviation Authority review of airline policies found issues with the way Jet2 and Aer Lingus provided information to passengers during disruption.
Under European regulations, airlines must provide proactive information to passengers about their rights during long delays and cancellations.
It also commenced action against Jet2 and Wizz Air regarding the airlines’ approach to paying compensation for delayed and cancelled flights.
The CAA was concerned the airlines were not paying compensation for flights disrupted by ordinary technical faults, despite a Court of Appeal decision last year meaning airlines are legally obliged to pay compensation in these circumstances.
Providing ‘quality’ information
Following this action, the CAA said it is pleased to announce that Aer Lingus has now agreed to improve the quality of information they provide to passengers during disruptions and have signed legal undertakings confirming this.
It also said Jet2 and Wizz Air have individually confirmed they are now paying compensation for ordinary technical faults. Jet2 is also now processing compensation claims dating back six years.
Hungarian airline, Wizz Air, has refused to remove its two-year limit on claims, and the CAA has now referred this matter to the Hungarian Authority for Consumer Protection (HACP), which is the local regulator best placed to take forward this enforcement action.
Andrew Haines, Chief Executive of the CAA said now in the busiest time of the year for air travel and passengers are right to expect that if they experience disruption their airline will look after them.
Our work is about making sure that is exactly what happens.We are determined to stand up for passengers and will continue to review how airlines are treating, and responding to, their customers in practice.
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