Airlines must treat passengers better when flights are disrupted, regulators say business news

Regulators have told airlines they need to do better with passengers as they deal with disruptions.

In a joint letter to the carriers. The Competition and Markets Authority (CMA) and Civil Aviation Authority (CAA) said passengers “could suffer significant harm if airlines fail to meet their obligations”.

They said some airlines are not doing enough to avoid “one or more harmful practices”.

These include selling more tickets for flights “than they can reasonably expect to deliver”, not always “full fulfillment of commitments”, offering flights on alternative airlines for passengers affected by cancellations, and failing to provide consumers “with sufficient clarity.” and to inform in advance of their rights”.

The letter said the CMA and CAA will continue to monitor airlines and that they “share consumer protection law enforcement powers.”

It comes as airlines continue to cancel flights, adding to the tens of thousands already canceled in recent months.

One of the main reasons is staff shortages – many aviation workers have been laid off in the early months of the coronavirus pandemic while travel has been severely restricted.

But the return to normal summer demand seems to have caught some industry bosses by surprise, and many are now struggling to hire, screen and train workers quickly enough.

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Passengers had to pay the price, with long queues, baggage problems, and flight delays and cancellations.

The CMA and CAA said airlines should “stop marketing tickets for flights unless they can be reasonably certain they will proceed.”

If a flight is cancelled, airlines unable to offer a “timely replacement” must give passengers the option to fly on another airline, the letter said.

Some airlines have asked passengers to take their own precautions in these situations, but the watchdogs said some passengers are unable to do so.

“We urge airlines engaged in this practice to quickly put mechanisms in place for these consumers to ensure rerouting is a viable option for them,” the letter reads.

Passengers’ rights must be “made clear” and they “should not be forced to seek such information,” they added.

Rocio Concha, which ones? Director of Policy and Advocacy, said: “It’s good to see regulators raising their concerns and increasing the prospect of enforcement action, but we know they have limited powers to effectively hold airlines accountable when they breach.” breaking the rules.

“Passengers need the CAA to be more proactive about enforcement. To help, the government needs to give the Aviation Authority powers to directly fine airlines when they step out of line.”

Airlines must treat passengers better when flights are disrupted, regulators say business news

Source link Airlines must treat passengers better when flights are disrupted, regulators say business news

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