UK: Which? urges aviation authority to set up 'robust' dispute service

The consumer group Which? has called on the Civil Aviation Authority (CAA) to introduce a single, robust, dispute resolution service after concluding that passenger rights have been “ripped up by airlines consistently flouting the law”. Responding to a CAA consultation on potential changes to its alternative dispute resolution (ADR) policy, the consumer group said the regulator’s current proposals would lead to even less trust being placed in the already beleaguered travel industry. Which? has repeatedly heard from passengers who have been let down by the convoluted ADR process, after flights were cancelled, delayed or failed to arrive at the airport as planned. The ADR process, which is operated by two private companies and overseen by the CAA, is supposed to arbitrate disputes between airlines and customers seeking compensation as per the law. Which? said passengers frequently had to battle for over a year to receive compensation they were due. Others have had to pay claims management companies to challenge the airlines after the ADR scheme failed them, in some cases losing nearly half the compensation they were due in fees. The CAA has proposed changes to the dispute schemes that would include a new process for “complex and novel” cases that Which? fears would give airlines undue influence over how future cases are handled. The consumer group said the proposal appeared to prioritise the airlines’ perspectives over passengers’ rights, and risked the already weak consumer protections being further diluted.<br/>