Three Airlines Facing Legal Action over Shoddy Customer Service

Three major airlines are facing legal action over alleged breaches of consumer law in their handling of passengers hit by disruption to flights.

Aer Lingus, Jet2 and Wizz Air have not made changes to their policies requested by regulators despite extensive discussions, it is claimed. The Civil Aviation Authority (CAA) has announced it has launched enforcement action against the carriers and will seek a court order unless they comply. It comes after the CAA carried out a six-month review of airline policies in relation to supporting passengers during disruption, including their approaches to paying flight delay compensation and providing information to flyers about their rights. Wizz, based in Hungary, and listed on the London Stock Exchange, is the first airline to react.

“It is very disappointing to see the CAA’s PR campaign today, shortly after the very same CAA has judged us as being ‘very good’ in our compliance, especially too because we assess each UK customer claim on a case-by-case basis and always in accordance with the established practice of UK courts.”