The CAA has praised the new Alternative Dispute Resolution (ADR) scheme, saying over 10,000 passenger complaints have been resolved in the first year.
However, while most major airlines have signed up to ADR, the CAA has singled out Jet2 for ‘inexplicably and persistently’ refusing to join. It’s the only top-10 UK airline not to do so.
The CAA is also calling on Aer Lingus and Emirates to sign up and ensure their passengers get access to an independent complaints service.
Since its launch, 35 airlines have signed up to ADR, including most recently Norwegian, which signed up in December 2017. This means that almost 80% of passenger journeys in and out of the UK are now covered by the initiative.
In 2016, the CAA formally introduced ADR to the airline industry, ensuring passengers could escalate disputed complaints and receive a legally binding solution, limiting the need to go to court.
So far, more than 10,000 airline customers, have escalated a complaint to one of two ADR services approved by the CAA, namely CEDR and Aviation ADR, with 75% of complaints resolved in the consumers’ favour.
CAA chief executive Andrew Haines said: "Last year we introduced alternative dispute resolution to the aviation industry.
"This allows passengers who have been unable to resolve a complaint with an airline to get an independent and legally binding decision, which the airline must abide by.
"The vast majority of UK airlines, along with many EU airlines, have now signed up to an ADR provider. In total almost 80% of passenger journeys from the UK are now flown on an airline that is covered by an ADR service.
"ADR is good for UK consumers, which is why it is extremely disappointing that Jet2, one of the UK’s largest airlines, has so far inexplicably and persistently refused to sign up, denying their passengers, access to an independent arbitration service.
"Clearly this decision puts Jet2’s customers, and those of other airlines that haven’t yet signed up, at a distinct disadvantage and in many cases could mean their passengers are denied the fundamental rights they are entitled to.
"I am therefore calling on Jet2 and other airlines including Aer Lingus and Emirates to commit to ADR in the interests of their passengers.
"We are also extremely pleased that seven of the UK’s biggest airports have now signed up to ADR, which will ensure any passengers with a disability, who have a disputed complaint, can escalate their concerns and get the right outcome."
