New complaints service for air passengers
A new free service has been launched to handle air passengers’ complaints if they fail to resolve them with the airlines.
Airline Dispute Resolution, set up by the Retail Ombudsman, said it had been approved by the Civil Aviation Authority to make decisions, which will be binding on all member airlines.
The CAA expects all airlines to sign up to a third-party alternative dispute resolution service (ADR) by June 1.
The scheme will handle all complaints, ranging from late flights to lost luggage.
The Retail Ombudsman claims to be the largest, government-approved ombudsman scheme in the retail sector.
It is headed by Dean Dunham, a barrister with more than 17 years experience in consumer law.
Based at offices in London and Milton Keynes, the scheme is staffed by professionals experienced in ADR, including complaint handlers, solicitors and barristers.
Chief Ombudsman Dean Dunham said: "We have thousands of very happy retail members, largely because they trust us to get it right first time and it puts them at arms-length from the dispute, ensuring the customer is more likely to return to them again.
"Consumers also demand ADR services are free. They are very unhappy to be directed to schemes which make them pay for ADR, especially as the dominant scheme is free.
"For this reason, retailers have opted to join us as they recognise recommending a scheme which charges the consumer has very negative PR fallout.
"We expect this to be exactly the same in the airline sector and we look forward to welcoming airlines as members with the same enthusiasm as retailers."
The scheme has the power to award refunds and compensation, however only airlines that are members of the ADR have to abide by its decisions.
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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