Under the new plans announced on Monday (31 January), the government is considering mandating all airlines to be a part of the aviation Alternative Dispute Resolution (ADR) scheme, which would give customers a means to escalate certain complaints which cannot be settled between them and the airline outside of court.
There are currently two providers of ADR in the UK, and airlines can join voluntarily. Under the new proposals, all airlines would have to join the scheme.
The proposals also aim to strengthen the UK regulator’s powers to further protect both consumers’ and airlines’ interests, by giving the UK Civil Aviation Authority (CAA) increased powers to enforce consumer protection law and to fine airlines directly for breaches "where appropriate".
The government said the proposals being consulted on have been made possible due to the UK’s departure from the EU. The creation of a fairer compensation model for when domestic UK flights are delayed is also being considered, which would see a "significant shift" from the current set rate model.
Passengers would instead be able to claim compensation based on the length of the flight delay and linked to cost of travel, rather than having to meet a certain threshold – which is currently a three hour delay.
The plans also consult on mandating that airlines provide wheelchair users and people with reduced mobility with the full amount of compensation for any damage caused to their wheelchair or mobility scooter during a domestic flight.
In response to the proposals, Tim Alderslade, chief executive of Airlines UK – the trade body for UK registered carriers – said airlines "work hard" to ensure the passenger experience is "as smooth and enjoyable as possible".
"Put simply, without their customers carriers would not exist," he said. "This is borne out by the most recent CAA tracker – conducted during the pandemic – which showed net satisfaction with aviation at 82%.
"We look forward to responding to the consultation, while continuing to deliver for our passengers as we look ahead to the spring and summer season and the sector’s eventual recovery from Covid."
Meanwhile, speaking about the new plans, Shapps said people "deserve a service that puts passengers first when things go wrong". "We’re making the most of our Brexit dividend with our new freedoms outside of the EU, and this review will help build a trustworthy, reputable sector," he continued.
Richard Moriarty, chief executive of the CAA, welcomed the action by the government to improve the rights of air passengers. "This consultation is a clear indication of the need to enhance our enforcement powers, and bring us in line with other regulators," he said.
"The proposals will improve passenger rights and equip the Civil Aviation Authority with the appropriate tools to act swiftly and effectively for the benefit of consumers."
