Jet2, Aer Lingus and Wizz Air customers to be compensated

Tom Wilson
20 August 2015

Jet2, Aer Lingus and Wizz Air have agreed to clean up their act after being investigated for flouting compensation rules for delayed and cancelled flights. The Civil Aviation Authority (CAA) took action against the airlines in March as it emerged the companies were not paying compensation for flights disrupted by ordinary technical faults, despite a Court of Appeal decision last year that obliged airlines to do so. Holidaymakers affected by the airlines poor practices will now see their chances of receiving compensation boosted. Jet2 and Wizz Air have since confirmed they are paying compensation for ordinary technical faults. Separately, the airlines were criticised for imposing two-year timeframes on claims for delayed or cancelled flights, as a separate Court of Appeal decision clarified passengers have up to six years from the date of disruption to lodge a claim. Wizz Air refused to remove the two-year limit on claims and has been referred to the Hungarian authorities. Jet2 and Aer Lingus were also criticised for the way they provided information to passengers during disruption. European law dictates airlines must proactively provide information to passengers about their rights during long delays and cancellations. The companies have now both agreed to improve the quality of information they provide to disrupted passengers, and Jet2 has confirmed it is processing compensation claims from the past six years. Andrew Haines, chief executive of the CAA, said: “The results of our recent action are a further boost for UK passengers and we are very pleased to see the changes the airlines involved have made. But our work is not done. “We are determined to stand up for passengers and will continue to review how airlines are treating, and responding to, their customers.” The CAA said it is continuing to monitor airlines’ operations and will publish a second review later this year. It also urged travellers who felt they hadn’t been treated fairly to contact them.

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