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Trade welcomes new passenger focus for CAA
Travel agents have welcomed Government plans to make it a priority for the CAA to look after passengers at UK airports.
The Department for Transport drew up the proposed changes after calls from the CAA to clarify its duties.
Transport Secretary Geoff Hoon said: “I want to put passengers at the heart of how our airports are run. This will help ensure that that we get the most efficient and competitive aviation sector possible.
“The CAA has told us that their current duties lack clarity. Today I am removing that lack of clarity. The passenger must come first.â€
The proposed changes are subject to a 12-week consultation, which concludes on June 1.
Under the proposals, the CAA’s secondary duty will be to ensure that airports meet their environmental obligations.
Passenger Focus, which currently campaigns for the rights of bus and rail users, will extend its remit to air travel.
Travel Counsellors chairman and founder David Speakman said: “I am delighted to see that the government is finally taking action to try to improve the passenger experience at UK airports which I believe is nothing short of shameful.
“UK airports can blame declines in passenger numbers on the economic climate, but I think they should be also looking a little closer to home at the way they treat their customers.
“Airports should be a pleasurable experience, not a queuing and shopping obstacle course where the public are herded around like sheep. I hope today’s announcement brings about some long overdue action.”
Last year Travel Counsellors launched a campaign focusing on this issue and set up a delay-monitoring website www.ukairportdelays.co.uk to gain a fuller picture.
UK airport operator BAA also welcomed the proposals.
By Bev Fearis
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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