Passengers could soon have more power to fight their airline for compensation when things go wrong.
The Government has unveiled plans for new measures which could strengthen protection for air passengers if they are voted through parliament.
In what could be a major victory for disabled rights campaigners such as Loose Women's Sophie Morgan, if wheelchairs and other mobility devices are damaged on a flight, passengers will be entitled to "full and fair compensation" under the new proposed rules.
All airlines flying to and from the UK would also have to sign up to an alternative dispute resolution (ADR) body, which provides a platform for unhappy customers to fight for compensation.
Passengers who have been denied boarding, been delayed or faced cancellation, or who have had their luggage lost or damaged, can turn to the ADR for help if attempts at resolution through the airline aren't working.
Some airlines are signed up to ADRs currently, but do so voluntarily. The new law would make it mandatory for all flight firms to be a member of one of the bodies.
A full list of airlines signed up to ADRs and information about how to start a complaints process with them can be found on the Civil Aviation Authority's (CAA) website.
All the major airlines operating in the UK - such as BA, Ryanair, easyJet, Wizz Air and Virgin - are signed up to ADRs already, so the change is likely to be more helpful if you fly with a smaller carrier based in another country.
The measures also aim to strengthen the UK regulator’s powers to further protect both consumers’ and airlines’ interests.
As the UK’s aviation regulator, the CAA works to ensure consumers are protected and treated fairly. Under the new plans, it would have increased powers to enforce consumer protection law, for example issuing fines for breaches, where appropriate.
Speaking on the new proposed measures, Transport Secretary Mark Harper said: “I recognise the work airlines do around the clock in order to provide a good service to customers and today’s proposals set out how we can go even further for travellers.
“I’ve heard really concerning examples of passengers’ wheelchairs getting damaged and being left without full and fair compensation, it’s important that everyone can travel with confidence.
“A thriving aviation sector is good for passengers, good for the industry and will grow the economy.”
Over the past year there have been a number of reports of disabled passengers having their wheelchairs damaged or lost, which can be a very costly and difficult situation to put right.
Under the new measures people in that position will be entitled to full and fair compensation for damage caused on UK domestic flights, while airlines will be encouraged to waive the current cost cap for international flights.
At present airlines are not required to cover the full cost of repairs, even if the equipment is damaged while in their care.
Earlier this month Sophie Morgan hit out at British Airways, accusing the airline of breaking her specialist wheelchair.
The 38-year-old TV star shared an account about her ordeal online, explaining how her Batec wheelchair was not working when she was reunited with it after a flight.
Ground handlers will also be offered new training by the Department for Transport to make sure mobility equipment is being handled properly, aiming to avoid such incidents altogether.
Paul Smith, Joint-Interim Chief Executive at the UK Civil Aviation Authority, said: "We welcome the announcement from government today to enhance the rights of air passengers, alongside strengthening the enforcement powers of the Civil Aviation Authority and making ADR mandatory.
"We have long called for a stronger enforcement toolkit to bring us in line with other regulators. The plans announced today achieve this and will help ensure that the Civil Aviation Authority is better equipped to hold industry to account in meeting their obligations to passengers.
“Everyone should have equal access to air travel and the planned changes to compensation when mobility equipment is damaged will help to improve this.
"We encourage UK airlines to adopt the proposals immediately for all flights, not just domestic flights, in advance of legislation being introduced.
“In addition, ADR provides an essential service to allow passengers to escalate a complaint. Many airlines already provide this option to passengers on a voluntary basis, but some do not. We encourage all airlines who don’t already to introduce this immediately."
The proposals form the Government’s response to its aviation consumer policy reform consultation, published in January 2022, and aim to improve the UK’s standards for air passenger travel.
A timeline of when the proposals would reach parliament is yet to be published.
