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The Markets
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Transport

Airline passengers in UK may be compensated for one-hour delays

"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," said Transport Secretary Grant Shapps

The government is proposing new rules for compensation payments to airline passengers following flight delays.

Under the new proposals, which come amid calls for change from leading airlines and consumer groups, travellers on domestic UK flights would be able to claim compensation for delays of more than one hour, compared to three hours under existing rules.

The plan, which is under consultation, would replace EU compensation rules, the Department for Transport said in a statement.

Under current rules, domestic passengers on flights shorter than 1,500km can claim £220 for delays of more than three hours.

The government plans to replace this with the same model used for rail and ferry, which links compensation to the length of the flight delay and the cost of travel.

Under the new plan, passengers would be entitled to claim back 25% of the ticket price for a delay of more than one hour but less than two hours, 50% of the price for a delay of more than two hours but less than three hours and 100% of the ticket price for a delay of more than three hours.

Responding to the proposals, Tim Alderslade, chief executive of industry body Airlines UK, told the BBC that carriers "work hard to ensure that the passenger experience is as smooth and enjoyable as possible".

The government also wants to make 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.

In addition, industry regulator, the Civil Aviation Authority (CAA), may be given the power to directly fine airlines for breaches.

"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," said Transport Secretary Grant Shapps.

CAA chief executive Richard Moriarty said: "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.

"The ADR scheme has helped thousands of consumers seek redress from their airline or airport and we welcome the proposal to bring more airlines onto the scheme."

Rocio Concha, Which? Director of Policy and Advocacy, commented: "For years, passengers have been let down by some companies in the travel sector, battling to be heard or to get the compensation they are owed when things go wrong.

"Trust in travel plummeted further during the pandemic when some airlines ignored their legal obligations and refused to pay refunds for cancelled flights.

"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."

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