The UK government has launched a Aviation Passenger Charter in a bid to tackle airport chaos and understand their rights if their trip is disrupted. The joint initiative has been developed by government, industry, consumer and disability groups, to help passengers faced with flight delays and cancellations this summer.
The government labelled the charter as a “one-stop shop” so passengers are aware of rights during a journey, from booking, travelling to and through the airport, during the flight and returning to the UK, if there is disruption. It said in a statement: "It outlines what aviation passengers can reasonably expect from airlines, travel agents, tour operators and airports, and what do if things go wrong.
“This includes advice on what to do if flights are cancelled or delayed, or if baggage goes missing, as well as guidance on how to complain if passengers feel they have been treated unfairly.”
Transport secretary Grant Shapps said: “Passengers deserve reliable services, and to be properly compensated if things don’t go to plan, and the chaotic scenes we’ve seen at airports scenes we’ve seen at airports are unacceptable. The new charter will help to give UK passengers peace of mind as they enjoy the renewed freedom to travel, whether for holidays, business or to visit loved ones.
“Our passenger charter builds on our 22-point plan to support the industry in backing holidaymakers and keeping disruption to a minimum this summer.”
The charter also aims to ensure that disabled passengers and those with reduced mobility have immediate access to information about their rights and what to do if things go wrong.
Further announcements to help passengers are expected from regulator the Civil Aviation Authority. Chief executive Richard Moriarty, said: “It is important that we at the Civil Aviation Authority and wider industry continue to work together in the interests of consumers.
“A part of that is how we improve the information they receive and making sure it is clear and concise to help support and improve their overall travel experience.”
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