The government today (17 July 2022) published a new Aviation Passenger Charter, developed by government, industry, consumer and disability groups in partnership, outlining what passengers can s wait if they face flight delays and cancellations this summer.

The charter was designed to give passengers the confidence they deserve as they head into their summer holidays, and follows the publication last month of the government’s 22-point plan to help the industry minimize disruption at airports and ensure holidaymakers and travelers can enjoy their well-being. deserved breaks.

The new Aviation Passenger Charter will act as a one-stop-shop for passengers to know their rights throughout their journey – from booking, travel to and through the airport, during the flight and back to the UK. United.

It describes what aviation passengers can reasonably expect from airlines, travel agents, tour operators and airports, and what to do if things go wrong. This includes advice on what to do if flights are canceled or delayed, or if luggage goes missing, as well as advice on how to complain if passengers feel they have been treated unfairly.

The charter will be reviewed regularly to ensure that it remains as useful as possible for passengers, both during the busy summer period and beyond.

Transport Secretary Grant Shapps said:

Passengers deserve reliable service and proper compensation if things don’t go as planned, and the chaotic scenes we’ve seen at airports are unacceptable.

“The new charter will help give UK passengers peace of mind as they enjoy renewed freedom to travel, whether for holiday, business or to visit loved ones.

Our passenger charter builds on our 22-point plan to help the industry support holidaymakers and minimize disruption this summer.

Disabled passengers and people with reduced mobility must receive the best possible service and be treated with respect and dignity so that aviation is accessible to everyone who wants to fly. The charter will guarantee disabled passengers and people with reduced mobility immediate access to information on their rights and what to do in the event of a problem.

The government will soon announce its response to its consultation on consumer policy reform, which will outline how, working with industry and the aviation regulator, the Civil Aviation Authority, it will bring a real game-changer for everyday aviation passengers.

Richard Moriarty, Chief Executive of the UK Civil Aviation Authority, said:

It is important that the Civil Aviation Authority and the wider industry continue to work together for the benefit of consumers.

Part of that is how we improve the information they receive and ensure it is clear and concise to help support and improve their overall travel experience.

Earlier this month, the government announced that the aviation sector’s mandatory national security checks were being processed in record time, supporting the industry as it strives to quickly fill vacancies in the face of increased demand for flights this summer.

97% of accreditation checks are completed in around 5 days on average, with anti-terrorist checks (CTC) in the aviation sector being processed in less than 10 days on average. This is a reduction from the 20-day average time for CTC checks in March, before the introduction of priority measures for aviation applications.

Last month, the government announced a one-off “amnesty” on slot rules at airports, allowing airlines to plan ahead and avoid last-minute cancellations. This measure was provided on an exceptional basis while the industry progresses in recruiting the necessary personnel.

The measures are part of the government’s 22-point plan to help ensure passengers do not face a summer of disruption, as it called on the industry to do everything in its power to ensure that there is no repetition of the problems encountered at Easter and a half term.

It sets out all the steps the government is taking to support the aviation industry, including helping to recruit and train staff, ensuring the delivery of a realistic summer timetable, minimizing disruption and supporting passengers when delays and cancellations are inevitable.