CAA approves Ombudsman Services to deal with passenger complaints
The Civil Aviation Authority has approved Ombudsman Services to operate as an alternative dispute resolution body for consumers.
It follows a new ruling from July this year which means all dispute resolution providers need to be approved by the government approved Competent Authority to operate within the sectors they serve.
For aviation, the CAA is the competent authority with responsibility for approving potential providers.
It means passengers of airlines signed up to the scheme who have disputes, such as denied boarding, delays or cancellations, will be able to take their complaint to Ombudsman Services if they cannot reach a satisfactory resolution with the airline.
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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