Tui and easyJet both apologised at the weekend amid chaotic scenes at several UK airports, with some carriers pre-emptively cancelling flights to safeguard the integrity of their schedules following the first major spike in demand for international travel now Covid travel restrictions have been lifted.
The Times, though, reports ministers could intervene, with a government source pointing the finger at the sector. "The sudden cancellations of flights and airport delays are completely unacceptable," they are quoted as saying.
It comes after the Liberal Democrats, on Monday (30 May), called for the government to convene its emergency committee to address the problems. "Ministers need to get a grip," said Liberal Democrat transport spokesperson Sarah Olney, who also accused transport secretary Grant Shapps of being "asleep at the wheel".
The Times’ government source continued: “The simple fact is that airlines and airports overcut staff during the pandemic, ignoring the fact that the billions of pounds of aid — including furlough — handed out by the government was meant to protect those very jobs.
“Operators are now struggling to meet increasingly busy schedules as we move towards the first Covid-free summer since 2019 — a wholly foreseeable surge in bookings that should have been adequately prepared for.
“The responsibility for maintaining adequate staffing levels lies with the airlines and airports themselves. Not only are they causing huge frustration to their customers, they are missing out on the benefits of the strong recovery in foreign travel.”
Which? Travel editor Rory Boland said an immediate government intervention was now vital, and called for greater consumer protections to safeguard holidaymakers affected by the disruption. “Unacceptably long queues and widespread chaos at airports are causing huge amounts of stress to those who have planned to get away this half-term and bank holiday weekend," said Boland.
“The situation requires an immediate response and the government must work with airlines and airports to ensure they have the resources and capacity to put an end to the last-minute flight cancellations and disruption we are seeing."
Boland said it was incumbent on the CAA to remind airlines of their legal duty to offer passengers a reasonable alternative departing as early as possible, even if that means putting them on flights operated by other carriers.
"The fiasco of domestic and international flight cancellations shows why consumer travel protections must be strengthened, not weakened," added Boland. "The Department for Transport should shelve its plans to water down passengers’ rights to compensation when their UK flight is delayed or cancelled, and give the CAA fining powers so they can take swift action when airlines flout the rules."
‘One thing after another’
Travel industry leaders have also had their say. "What a shambles at UK airports over half-term," tweeted former Thomas Cook boss and Tui retail director John McEwan. "Airports and airlines knew, weeks in advance, of passenger numbers yet have prepared inadequately. Very damaging for the travel industry as the sector is trying to recover post Covid."
Advantage Travel Partnership chief executive Julia Lo Bue-Said said the crisis was another opportunity for agents to prove their worth. "Frustrating to see passengers impacted by travel disruptions after waiting so long to get away," she said. "One thing after another for travel agents dealing with these issues at the coalface. They may not have a magic wand, but they do everything they can to put their customers first."
