Complaints and compensation

Most respondents to the complaints and compensation section cited a need for improvement, including suggesting a clearer pathway to complain and routes that ensure appropriate compensation is available. 

There was also a call for a categoric list of ‘extraordinary circumstances’ to make it clearer for industry and consumers when compensation would be due.

Similarly, there was a call for clearer information for consumers when purchasing a trip, as well as clarity around terms and conditions. Suggestions included that information should always be easily accessible and available for all without “hidden” elements.

Accessibility and allergies

It was accepted that more needed to be done to improve the experience for passengers with reduced mobility and accessibility needs. For example, there was suggestion of improved data collection, and outcome-focused frameworks for industry standards, synchronisation of the definition of PRM (the EU Persons with Reduced Mobility legislation) charges at airports, and improved infrastructure.

Airlines and airports indicated commitment to improving this aspect of consumer experience and suggested they were open to working with others on proposals in this area.

There was general consensus that there was more to be done for those with hidden disabilities. It was identified that there were difficulties identifying and supporting passengers with hidden disabilities, and varying opinions on the best ways to approach the issue. 

Specific issues flagged included:

• The need for one holistically approved and used system;
• That the idea of wearing a lanyard or anything that may single someone out is not necessarily suitable;
• That there needed to be clear signposting to help those with hidden disabilities when travelling by air, rather than putting the onus on the individual to seek out this information.

A central point for all information on allergies that was easy to navigate, and provided clear instructions and guidance was suggested as a sensible resolution to this issue. 

There was also some support for restricting the sale of nuts on flights, where an individual with a nut allergy is onboard.

Disruptive passengers

Many of the responses regarding disruptive passengers were in favour of a zero-tolerance approach, with clear behavioural guidance available publicly. Options around alcohol included alcohol limits being put in place, alcohol licencing and removal of miniatures from airport duty free shops. There were also some concerns raised around the fairness of limiting alcohol, and how it could be implemented and enforced.