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.”