The consumer group Which? claims airlines flying to and from the UK are “potentially breaking the law with unfair and misleading terms and conditions”.
In a report titled Final boarding call, the organisation calls for a major overhaul of travel sector rules to ensure operators are held to account when they treat passengers badly.
Since international travel restrictions were lifted for arrivals to the UK, airlines have struggled to meet demand – with up to 200 flight cancellations on some days.
The report says that after “the chaotic start to the 2022 holiday season” some airlines are “seemingly ignoring their legal obligations to help passengers with rerouting and rebooking, while other holidaymakers have struggled to get refunds”.
It cites example of cancellation emails and letters BA issued to passengers following an IT failure in April 2022 that “make no mention of compensation rights”.
Which? says: “BA is required by law to offer passengers whose flights it has cancelled re-routing to their destination at the ‘earliest opportunity’.
“Crucially, this includes booking them with other airlines when necessary. We have seen some evidence of BA informing its customers that it will only rebook flights for them on its own jets or with carriers it has a commercial relationship with, even when this may not be available for a number of days.”
A British Airways spokesperson said: “We always seek to meet our legal obligations and when a customer’s flight is cancelled or disrupted, we provide the relevant information to fully inform them of their rights.”
Rocio Concha, director of policy and advocacy for Which?, said “Consumer rights and laws are meaningless if they are not enforced. Our analysis shows some airlines are routinely ignoring their legal obligations and ripping off their customers, with little fear of facing any consequences.
“Passengers have suffered for too long due to a lack of accountability and weak enforcement of the rules.
“The immense disruption of recent weeks can be a watershed moment and used as a springboard to reform the industry for their benefit.
“The government must take action to restore consumer confidence in travel. That should start with a consumer-focused code of conduct all airlines must adhere to, and stronger powers for the CAA [Civil Aviation Authority], including the ability to fine operators directly when they break the rules.”
A spokesperson for the CAA said: “We thank Which? for its…
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