Source · Select Committees · Transport Committee
Recommendation 13
13
Paragraph: 68
The Government must introduce a mechanism to ensure that when entitled to a refund by...
Recommendation
The Government must introduce a mechanism to ensure that when entitled to a refund by law, airline passengers are granted automatic compensation, eliminating the need for customers manually to apply for a refund.
Paragraph Reference:
68
Government Response
Acknowledged
HM Government
Acknowledged
The Government has noted this recommendation. Automatic compensation has been raised in some responses to the Aviation Consumer Policy Reform Consultation and will be considered as part of the analysis of responses. We understand there are a number of practical challenges to overcome to enable automatic refunds and compensation, and would require further work alongside industry to be able to consider this further. There are protections in place for passengers when flights are disrupted. Airlines are required by law to provide information to passengers about their rights (including refunds and compensation as necessary) in the event of cancellation, long delay and denied boarding. We also want to ensure that information on what to do when things go wrong is as accessible and easy to understand for passengers as possible. That is why we recently committed, through Flightpath to the Future, to publish an Aviation Passenger Charter, which will bring together in one place key information for passengers on their rights and responsibilities when travelling by air. The Charter will be developed in partnership with industry and consumer groups and will be published soon.