Source · Select Committees · Business and Trade Committee
Recommendation 23
23
Acknowledged
We believe that UK consumers are experiencing significant consumer detriment as a result of the...
Conclusion
We believe that UK consumers are experiencing significant consumer detriment as a result of the behaviour of a number of airlines. We agree with the Transport Committee that the CAA’s current powers are not adequate to protect consumers’ rights in the airline sector. (Paragraph 156) Post-pandemic economic growth: state aid and post-Brexit competition policy 51
Government Response Summary
The Government agrees that a well-functioning ADR system supports consumers and businesses, and is planning to improve the consistency and quality of ADR services by legislating to mandate accreditation of ADR providers and strengthening the monitoring framework.
Government Response
Acknowledged
HM Government
Acknowledged
The Government agrees that a well-functioning ADR system supports consumers and businesses by facilitating quicker and cheaper access to redress for individual disputes without the need for going to court. Many ADR providers across both regulated and non-regulated sectors are investing in online case management systems to speed up and simplify service delivery. These often include increased use of mediation to resolve disputes at an early stage, ensuring quicker redress for consumers and keeping costs low for business. As stated above, the Government is planning to improve the consistency and quality of ADR services in consumer markets by legislating to mandate accreditation of ADR providers and strengthening the monitoring framework. Together, mandatory accreditation and updated quality and accessibility standards are designed to reflect the changing needs and expectations of consumers by encouraging ADR providers to increase their use of digital services and protect the needs of consumers who are unable to access online services.