United Kingdom
United States
Asia Pacific
Stronger legislation urgently needed to protect airline passengers
The government has short changed air travellers by failing to protect consumer rights, consumer champion Which? says.
It cites 20 years without a single financial penalty imposed on airlines.
Which? called for urgent legislation to give regulator CAA the ability to swiftly resolve issues and issue airline fines for breaches.
Which? contrasts the lax policing of airlines with other countries.
The US fined British Airways over $1 million for delays in Covid refunds but it has escaped any enforcement action in the UK.
CAA data from just 2020 found more than 24,000 complaints over compensation.
Which? said the CAA should do more and needs stronger enforcement powers.
“The US government fining Britain’s flag carrier when our own authorities are powerless makes a mockery of aviation regulation,” said director of policy Rocio Concha.
“Passengers have repeatedly endured unfair and in some cases unlawful treatment by some airlines.”
“We have regularly asked for stronger consumer enforcement powers, including the ability to impose fines,” the CAA says.
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Editor for TravelMole North America and Asia pacific regions. Ray is a highly experienced (15+ years) skilled journalist and editor predominantly in travel, hospitality and lifestyle working with a huge number of major market-leading brands. He has also cover in-depth news, interviews and features in general business, finance, tech and geopolitical issues for a select few major news outlets and publishers.
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