Which? urges aviation authority to set up ‘robust’ dispute service

Consumer group says passenger rights have been torn up during Covid pandemic

The consumer group Which? has called on the Civil Aviation Authority (CAA) to introduce a single, robust, dispute resolution service after concluding that passenger rights have been “ripped up by airlines consistently flouting the law”.

Responding to a CAA consultation on potential changes to its alternative dispute resolution (ADR) policy, the consumer group said the regulator’s current proposals would lead to even less trust being placed in the already beleaguered travel industry.

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