Airlines have run up £4.5m in unpaid court orders after failing to honour passenger expenses and refunds – so where is the UK air industry’s regulator? Rocio Concha, WhichUK director of policy and advocacy and chief economist, responds ⬇️
And it is the issue of refunds which caused the US government to fine BA $1.1m last week. The Department of Transportation said it had received over 1,200 complaints from passengers, many of whom told of how they weren’t able to contact BA’s customer service agents in pursuit of refunds for abandoned or rescheduled flights.found millions of UK travellers were left waiting for refunds
The US authorities are right to hit BA with a fine large enough to give it an incentive to improve its performance. Indeed, America is not the only country to have stronger enforcement powers. Across the border, the Canadian Transportation Agency can hand down fines of up to $25,000 per incident for non-compliance with the country’s passenger regulations.
Hamstrung by the inability to punish airlines with hefty fines should they break the law, the deterrent to comply is all but removed. Customer complaints can simply be ignored, meaning airlines can – and do – simply walk away from enforcement decisions they don’t like .
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