A passenger pushes a trolley through the Arrival Hall of Terminal 5 at London’s Heathrow Airport
(Picture: PA)Travellers will receive compensation for flights delayed by more than an hour under new plans unveiled by Transport Secretary Grant Shapps.
The current rules make it so passengers on flights shorter than 1,500km (932 miles) can claim £220 for delays of three hours or more.
But the government is scrapping this EU system in favour of a model that links compensation to the cost of travel.
How does it work?
Under the Department for Transport’s plan, passengers whose flights are delayed by more than three hours can get back 100 per cent of the ticket price.
Customers who face delays of between two to three hours will be entitled to 50 per cent of the ticket price.
Meanwhile, those experiencing delays of between one to two hours can recoup 25 per cent of the fee.
Airlines are currently able to avoid paying compensation for events outside their control such as extreme weather or security alerts.
Other proposals to protect consumers include making it mandatory for airlines operating in the UK to sign up to an alternative dispute resolution (ADR) scheme which could help more people receive the refunds and compensation they are entitled to.
ADR programmes, of which membership is voluntary, have helped thousands of passengers escalate complaints without going to court.
The Government is also considering giving the Civil Aviation Authority (CAA) the ability to directly fine airlines for breaches.
Mr Shapps said: “People deserve a service that puts passengers first when things go wrong, so today I’ve launched proposals which aim to bolster airline consumer protections and rights.
“We’re making the most of our Brexit dividend with our new freedoms outside of the EU, and this review will help build a trustworthy, reputable sector.”
CAA chief executive Richard Moriarty said the plans are a “clear indication of the need to enhance our enforcement powers, and bring us in line with other regulators”.
He added: “The proposals will improve passenger rights and equip the Civil Aviation Authority with the appropriate tools to act swiftly and effectively for the benefit of consumers.”
Rocio Concha, director of policy and advocacy at consumer group Which?, said trust in travel firms “plummeted” during the pandemic as some airlines “ignored their legal obligations and refused to pay refunds for cancelled flights”.
She added: “This consultation is a welcome first step that must improve and strengthen consumer rights and protections so that complaints are dealt with fairly and promptly, and that passengers receive the money they are due quickly and without unnecessary hassle.
“It is also vital that the system is backed up by a regulator with the powers it needs to take swift and strong action against any company that breaks consumer law.”
Mr Shapps is also proposing to require airlines to pay the full cost of repairing or replacing wheelchairs and mobility scooters lost or damaged during domestic flights.
They are currently only obliged to pay passengers up to around £1,200 for damage to or loss of their belongings under the terms of the Montreal Convention, even though some wheelchairs cost more than £25,000.
Caroline Stickland, chief operating officer at disability group Transport for All, said preventing someone from using their wheelchair “can mean a total loss of independence”.
She went on: “Much more needs to be done to safeguard against this, including fair recourse to compensation for disabled passengers.
“We welcome these proposals and hope they mark the start of further positive changes in this area.”
