THEAir Transport Users’ Council has written to the UK’s major airports to set out best practice for dealing with delayed passengers.
The guide covers access to information, catering facilities and the establishment of a local task force to cope with problems.
AUCchairman Ian Hamer said delay was the biggest cause of complaint to the council.
He said: “Passengers are concerned not only about the length and frequency of flight delays but also about their treatment during delays.
“The council accepts that the primary responsibility for looking after delayed passengers rests with airlines, tour operators and their handling agents. However, airports can also help to minimise the difficulties faced by delayed passengers, particularly when a number of flights are delayed at the same time.”
Hamer said an example of airports helping to cope with delays would be not shutting catering outlets when passengers are kept waiting.
Airports handling over 10,000 passengers annually received the advice, which was drawn up in conjunction with the Airport Operators’ Association.
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