Airlines change delay compensation and information policies

Airlines change delay compensation and information policies

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Jet2, Aer Lingus and Wizz Air have changed their compensation and passenger delay information policies following the enforcement of action taken by the Civil Aviation Authority (CAA).

Following an extensive review of airline policies, the CAA announced in March that it had commenced action against Jet2 and Wizz Air’s approach to paying compensation for delayed and cancelled flights.

The issue related to disruption due to ordinary technical faults.

A Court of Appeal decision last year ruled that airlines are legally obliged to pay compensation in these circumstances.

The CAA also had evidence that both airlines were imposing a two-year time limit on passengers making claims following disruption, despite a ruling by the Court of Appeal declaring that passengers have up to six years from the date of disruption to make a claim.

In addition, the CAA’s review of airline policies found issues with the way Jet2 and Aer Lingus, the third airline to face enforcement action, provided information to passengers during disruption.

Under European regulations, airlines must provide proactive information to passengers about their rights during long delays and cancellations.

Following this action, Jet2 and Wizz Air have individually confirmed they are now paying compensation for ordinary technical faults. 

Jet2 is also now processing compensation claims dating back six years and both Jet2 and Aer Lingus have now agreed to improve the quality of information they provide to passengers during disruptions and have signed legal undertakings confirming this.

Andrew Haines, chief executive of the CAA, said: “We’re now in the busiest time of the year for air travel and UK passengers are right to expect that if they experience disruption their airline will look after them. Our work is about making sure that is exactly what happens.

“During the last year we’ve stepped in to make sure a number of major airlines change their approaches and improve the support provided to their passengers.

“The results of our recent action are a further boost for UK passengers and we are very pleased to see the changes the airlines involved have made. But our work is not done.

“We are determined to stand up for passengers and will continue to review how airlines are treating, and responding to, their customers in practice.

“Furthermore, while we recognise not every claim for compensation will be eligible, we are keen to hear from people who feel they have not been treated fairly and where we believe airlines are not complying with the law, we will pursue all available enforcement options.”


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