Aviation: Compensation
The question
To ask the Secretary of State for Transport, what recent discussions she has had with airlines on the (a) accessibility and (b) clarity of compensation claim processes; and whether she has made an assessment of the potential impact of claims procedures on passengers.
Answered by Mike Kane
Under UK law, airlines are required to provide written information to passengers affected by flight disruptions, setting out the rules for compensation and assistance. This information must be clear, easy to understand, and available in accessible formats.
The Civil Aviation Authority (CAA) is responsible for ensuring airlines comply with their legal obligations towards passengers.
The EU conducted an assessment of the potential impact of the claims procedure on passengers as part of its proposed 2013 reform to Regulation 261, finding that some passengers were being discouraged from claiming their rights even when entitled. The UK has not carried out any further assessments on this issue since then.
Verbatim has judged this answer against the question that was actually asked — answered, partly answered, or evaded. Sign in to see the verdict →