“Hopelessly muddled” – Which? statement on the aviation complaints system

Alex Neill, Which? Director of Policy and Campaigns, said:

“Consumers are poorly protected in air travel with a hopelessly muddled system to resolve complaints, which could deter passengers from taking on a company when they have a problem.

“Airlines shouldn’t make it difficult for people to claim compensation and the current system for settling complaints just isn’t working. We want the Government to bring forward legislation for an​ ombudsman which all airlines will be required to use.”