Which? responds as Government announces new aviation council and passenger charter

Rocio Concha, Which? Director of Policy and Advocacy, said:

“Poor treatment of passengers by some airlines has become routine – as we saw with carriers ignoring their legal obligations on refunds, rerouting and passenger rights during the pandemic and recent chaos at our airports.

“There is much work to be done to restore consumer trust and the government must deliver reforms that work for passengers. The new aviation council would be better placed to improve the travel experience with passenger and consumer groups as members.

“While a passenger charter is welcome, what passengers really need is a regulator to enforce the rights they already have. That’s why Which? has been calling for the Civil Aviation Authority to be given direct fining powers, so it can effectively hold carriers to account when they flout the law.

“We also urge the Department for Transport to drop its plans to significantly water down passenger rights to compensation for UK domestic flights. These rights, as well as ensuring fairness for consumers, offer an important deterrent against flight cancellations which must be preserved.”


Notes to editors: Jobs and passengers at the heart of government’s 10-point plan for aviation