TRANSFORM/TRAVEL

We’re calling for a major overhaul of the travel industry. The appalling way airlines have treated passengers by repeatedly cancelling flights last minute and not telling them about their rights is unacceptable.

Sign our petition to stop the airlines breaking the rules.

Chaos at UK airports

With the travel chaos at UK airports set to continue into the summer, we believe that the government needs to urgently equip the aviation regulator (the CAA) with powers to issue hefty fines to companies that break the rules. Only this will stop the chaos.

We’ve seen countless examples of airlines flouting the law; from BA’s technical issues causing misery for thousands of holidaymakers over the half term break, to Easyjet planning to cancel 10,000 flights over the summer holiday and treating their passengers unfairly in recent months, so it’s time for the government to act.

We’re calling on the Secretary of State for Transport to set out a timetable for reforms to the CAA, giving it the tools and teeth to hold to account companies that break the rules and ignore the law

Do you agree? Sign our petition to stop the airlines breaking the rules.

The future of domestic travel

Meanwhile, behind closed doors the government has proposed to change compensation for domestic flights. It wants to reduce payouts to passengers who suffer long delays and cancellations, and remove a heavy financial penalty to the airlines that cause these unacceptable disruptions.

The figures are astonishing. Under the possible new system, assuming planes have a full capacity of 180 passengers and everyone eligible was to be compensated.

Edinburgh to London, average economy ticket price £44 (Current Compensation Payout to passengers: £220): If it were full, an airline would potentially have to pay out up to £39,600 for delays of three hours or more. Under the government’s proposed scheme the maximum payout is reduced to just £7,920.
Gatwick to Belfast, average price £55 (Current Compensation Payout to passengers: £220): If it were full, an airline could have to pay out up to £39,600 for delays of three hours or more. Under the proposed scheme the maximum payout falls to just £9,900.

Under these new rules, airlines will have no incentive to ensure passengers get to their destinations on time (or even at all). The government must drop these proposals and give the regulator more powers to keep airlines in check. We can’t allow compensation rules to work in favour of the airlines.

See our progress

Here are the latest updates from our campaign:

Update

20th July 2022

Which? and the Telegraph newspaper join forces to Transform Travel

As millions prepare for a summer of headaches and disruption at UK airports, Which? has teamed up with the Telegraph newspaper to campaign for major reform in the travel industry.

So far this year, thousands of travellers have had their holiday plans disrupted by mass flight delays and cancellations. And with the school summer holidays round the corner, it’s only set to get worse.

Over the next few weeks, Which? will be working with the Telegraph to highlight bad practice and give you a chance to share your travel chaos with us.

We believe that you deserve much better. We want reforms that put passengers first by:

Enforcement We need a watchdog with real teeth. The CAA should be doing more by holding airlines to account proactively. It also needs direct powers to monitor and fine airlines when they flout the rules.
Resolution We need a dispute resolution system that is mandatory for all airlines flying to and from the UK so travellers don’t have to go to the small claims court to enforce their rights.
Compensation We need to protect passengers’ rights to redress when airlines are at fault for delays and cancellations. Proposals to slash payouts for domestic flights must be dropped.

Support our urgent campaign now by signing the petition.

News

7th July 2022

Is easyJet breaking consumer law on flight cancellations?

In recent weeks easyJet has cancelled thousands of flights including those from Belfast, Bristol, Gatwick, Glasgow, Luton, Manchester and Stansted. This has left hundreds of thousands of passengers stranded and unhappy with the way they’ve been treated by the airline. Which? is now calling for an investigation into easyJet’s actions by the Civil Aviation Authority.

Win

25th April 2022

Give aviation regulator new powers, says Committee

The Civil Aviation Authority (CAA) should be given strong new powers to enforce the law when it comes to passenger compensation and complaints, Parliament’s Transport Committee has said.

This follows our campaign for the regulator to get new powers.

Which? Director of Policy said:

“Which? welcomes the committee’s recommendation for the aviation regulator to be given stronger powers. We have long called for the Civil Aviation Authority to be given the power to fine airlines directly, so operators can be held accountable when they flout the law.

“The committee also shares our concerns over the government’s proposals to drastically cut the compensation due to passengers when domestic flights are delayed or cancelled. These should be dropped as removing this important deterrent for airlines risks making the chaos seen at airports over the Easter holiday period a more regular occurrence.”

News

18th March 2022

How to get your cash back if your Ryanair flight is disrupted

Ryanair now pays refunds for disrupted flights into a ‘Wallet’ – a move that Which? believes, once again, makes things more difficult for customers legally due cash back.

The airline is telling customers to first confirm if they wish to receive a refund, and if so Ryanair will place the money into an online ‘Ryanair Wallet’. Customers will then need to get in touch a second time to ask to withdraw the cash they’re due.

The new scheme, which applies to all disrupted flights from November 2021 adds another stage to the process of getting an actual cash refund – something Which? believes will unnecessarily complicate things for customers who want cash reimbursements for cancelled flights.

Read the steps you can take if Ryanair puts your refund in their ‘Wallet’.

Win

6th December 2021

Win! Largest Covid testing provider improves compensation

The UK’s biggest Covid testing provider, Randox, has made changes to its terms on cancellations, refunds and liability, after Which? investigation.

The Competition and Markets Authority (CMA) persuaded test provider to change terms that suggested customers can’t get compensation.

Which? Travel reported in October that we thought that some of its terms and conditions were unfair and unenforceable. We presented our findings to the CMA, which raised concerns with Randox.

As a result the test provider has made several improvements.

These include giving clearer information to customers, improving notification of customers’ legal rights on cancellations and refunds and removing terms that suggest customers aren’t entitled to compensation if things go wrong.

Read the full story here.

News

3rd September 2021

Cheap Covid testing firm taken off government list after our investigation

Covid testing firm Expert Medicals, who received a huge number of customer complaints, has been removed from day 2 and day 8 government testing list after we raised a red flag.

The cheapest firm on the government’s day 2 and day 8 list has been removed and the CMA (Competition and Markets Authority) has announced an investigation into its services.

Expert Medicals sells the test kits for travellers for just £28, including postage and packing, which is far cheaper than the next cheapest provider on the list at £40.

Expert Medicals has received an enormous numbers of complaints of tests and results not arriving on time.

Until Wednesday 1 September the official government list of providers still listed Expert Medicals as working with the accredited laboratories Oncologica and Nonacus, as well as using its own lab.

However, the list was then changed to say that its lab was ‘LY’. We checked, and no such laboratory is approved for Day 2 tests in the UK. After Which? informed the Department of Health and Social Care (DHSC), Expert Medicals was removed from the government list.

News

4th August 2021

Revealed: best and worst travel companies for Covid-flexible booking policies

Today Which? has launched its Holiday Checker tool, allowing you to see which companies offer you the best protections if your trip is disrupted by Covid.

The Which? Holiday Checker compares the flexible booking and cancellation policies of more than 70 holiday companies.

It allows you to find tour operators that should cover you against some of the ways your holiday can be disrupted this year, from changing traffic lights and FCDO advice to future national lockdowns.

Companies rated Green will offer refunds or amendment free changes if government advice or quarantine restrictions prevent you from travelling. In contrast, Amber and Red companies could leave you out of pocket if circumstances change.

Check out the Which? Holiday Checker here.

Win

9th June 2021

BA and Ryanair under investigation for refusing lockdown refunds

The regulator has taken action over millions of customers who were denied refunds during lockdowns for flights they could not lawfully take.

After our campaigning on the issue, the Competition and Markets Authority (CMA) is investigating whether British Airways (BA) and Ryanair have broken consumer law by failing to offer customers cash refunds for flights they couldn’t legally take.

The regulator says it is concerned that both firms may have unfairly left people out of pocket. Which? was the first to report the issue with some airlines not refunding over a year ago.

In February 2021, we undertook research and found that 2.3 million people in the UK had not received their money back for flights they couldn’t take during the pandemic. The CMA launched its investigation into the airline sector back in December. Now the regulator is looking to resolve the issue with Ryanair and BA, which may include seeking refunds for affected customers.

Read the full story here.

News

30th April 2021

Sun loungers on a beach with the sun setting

Watchdog launches action for £7m in passenger refunds from Teletext holidays

The Competition and Markets Authority (CMA) has launched enforcement action against Teletext holidays.

The CMA has threatened court action unless the travel company hands over £7m in refunds owed to customers.

News

29th April 2021

High Court tells Ryanair to compensate passengers for cancelled flights

The High Court has told Ryanair that it has to compensate passengers whose flights were cancelled due to 2018 pilot strikes.

An estimated 200,000 people were affected by the strikes, which saw hundreds of planes grounded. This ruling means they may be entitled to hundreds of pounds in compensation.

Read the full story here.

News

15th January 2021

Ryanair and British Airways continue to refuse refunds for customers who can’t legally travel

National lockdowns in England, Scotland, Wales and Northern Ireland make it illegal for anybody to undertake non-essential travel.

Yet, British Airways and Ryanair continue to refuse to offer refunds for passengers who would have to break the law to take their flight.

Which? asked the UK’s five biggest airlines if passengers in England, Scotland, Wales and Northern Ireland can claim a cash refund if prevented from travelling by lockdown law.

But only three of the five said passengers could claim a refund. Read the full story here.

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