In a letter to Number 10 co-signed by The Association of Independent Tour Operators (Aito), loveholidays, On The Beach and Thomas Cook, Which? has called for action to bring an end to the "ordeal" faced by holidaymakers when it comes to seeking refunds from airlines.
According to the group, new figures from the CAA show almost a third (32%) of flights departing from UK airports were delayed or cancelled in the first five months of this year, compared to 22% and 25% in the years leading up to the pandemic.
While airlines are not always directly responsible for disruption, the consumer group said, "they nonetheless have a number of legal responsibilities to their customers which are frequently ignored".
These include ensuring passengers are quickly rerouted or refunded when their flight is cancelled and providing assistance such as adequate accommodation or meals depending on the length of the delay for example.
Both the Department for Transport and an independent review of the CAA recently made recommendations for the regulator to be given stronger enforcement powers.
Other countries, meanwhile, have taken stringent action against airlines, most recently the US, which issued a $1.1 million fine to flag carrier British Airways for failing to refund passengers during the pandemic.
However, last month, the CAA announced it would be taking enforcement action against Wizz Air, after months of reports that passengers were having difficulty obtaining refunds and compensation.
Rocio Concha, Which? director of policy and advocacy, said: "Thousands of passengers have been subjected to unfair and in some cases unlawful treatment by airlines – and enough is enough.
"We’re calling on the PM to show he is on the side of holidaymakers by giving the aviation regulator the power to issue substantial fines to airlines when they flout the law."
