Leaving on a jet plane?

As holidaymakers get ready to jet off to foreign climes this summer, the UK Civil Aviation Authority (CAA) has published the findings of its review of ‘the small print’ often relied upon by airlines. 

Their review considered rules and fees that consumers may not be aware of, such as potential check-in charges, fees to print boarding passes at the airport, and rules that can cause return tickets to be cancelled if a passenger does not take their outbound flight.

The report also summarises the progress and work already undertaken by the sector on these issues. In many cases, airlines have worked alongside the CAA to make their rules more proportionate and fairer for passengers.

Over the course of the review, a number of airlines have, for example, removed the fee that they previously charged for processing refunds of Air Passenger Duty in situations where the passenger does not travel. Several airlines have also implemented 'key terms' summary documents to give greater prominence to the more salient contractual terms.

Paul Smith, CAA Consumer Director, said:

Consumers often do not read their airlines' terms and conditions. It has therefore been important for us to review this area and work with the industry to seek positive changes. A number of airlines have already made improvements, however, if airlines want consumers to comply with their terms and conditions, it is important for them to write their contracts in plain and transparent language and to make key terms prominent to consumers.

He added:

We are also calling on customers to do their research and be aware of potential fees that they may be inadvertently agreeing to.

In any event, what you need to remember is that if your flight is delayed by at least two hours, you are entitled, under EU law, to a written notice from your airline explaining your rights, including your right to compensation.

Happy holidays!

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