CAA-approved bodies criticised for customer complaint charges
Two of the three UK alternative dispute resolution (ADR) bodies approved under new measures by the Civil Aviation Authority are charging passengers to make a complaint.
So far, 19 major airlines have signed up to one of the bodies in the ADR scheme, which will look into passenger complaints such as delays, cancellations, lost baggage and poor service to people with mobility issues.
Customers move on to the scheme if they are not satisfied with the outcome of their original complaint to the airline. The ADR decision is binding and is designed to save people having to go through the courts to get a satisfactory response.
Of the three UK approved bodies, two charge a fee to lodge a complaint, a move that has been criticised by consumer champions and MPs.
The Centre for Effective Dispute Resolution (CEDR) charges a £25 fee and has some of the biggest UK airlines signed up, including British Airways, Thomson Airways, Thomas Cook and EasyJet.
NetNeutrals will charge a £10 fee, refundable to customers who win their case – although it has not yet signed any airlines.
The third UK ADR, the Retail Ombudsman (used by Flybe, Ryanair and Air Canada) does not charge a fee, nor do some European-based ADR schemes, such as German body Sop (used by Eurowings and Lufthansa).
Consumer champions Money Saving Expert and Which? have both said the system is confusing and the charges will put people off complaining.
Labour MP Rob Flello, who sits on the Commons Transport Committee, said the move was ‘disappointing and outrageous’ and is raising the issue with Transport Secretary Chris Grayling.
"There are certain airlines I have had cause to complain to in the past that haven’t even shown the courtesy of an acknowledgement."
CAA policy director Tim Johnson said: "We believe this is a major step forward for passengers and are pleased to see a large number of airlines have signed up to ADR and are already giving their passengers this option."
Information on the approved ADR bodies and the airlines that have signed up to them is available on the CAA website.
Lisa
Lisa joined Travel Weekly nearly 25 years ago as technology reporter and then sailed around the world for a couple of years as cruise correspondent, before becoming deputy editor. Now freelance, Lisa writes for various print and web publications, edits Corporate Traveller’s client magazine, Gateway, and works on the acclaimed Remembering Wildlife series of photography books, which raise awareness of nature’s most at-risk species and helps to fund their protection.
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