Passengers of EasyJet, British Airways and Thomas Cook might have to pay £25 to lodge a complaint against the airlines about a lost luggage or flight delay, under a new plan that is being adopted by the aviation industry.
As the Civil Aviation Authority (CAA) has cut back their services, the aviation industry has introduced the new procedure. CAA is the regulator, which arbitrates disputes between air passengers and airlines authorities. Formarly, passengers could pursue their case with CAA to mediate with the airlines on their behalf. But now, the airlines are registering with alternative dispute resolution (ADR) schemes after CAA has reduced their service. One of those dispute resolution firms, the Centre for Effective Dispute Resolution charges the passengers with £25 for their claims. The firm NetNeutrals charges the air passengers with £10 for their unsuccessful claims.
It has been found that at present, CAA will only work for those airlines, which are not registered with any ADR scheme.
Rob Flello, the Labour MP and a member of the Commons Transport Committee has informed that the plan is disappointing and outrageous. He has stated, “There are certain airlines I have had cause to complain to in the past that haven’t even shown the courtesy of an acknowledgement. Some airlines have no concept of customer service. Anything that puts a further barrier in the way for passengers who have a complaint is unacceptable.”
One of the British Airlines spokesperson has informed that they aim to provide the customers with high quality service and if the customer is dissatisfied with their response, they can contact the professional and impartial adjudicator of claims, CEDR.
EasyJet authorities have issued an official statement, which has stated that like BA, Thomson and Thomas Cook, easyJet now uses a CAA approved Alternative Dispute Resolution company to handle air travel complaints.
