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We welcome the Department for Transport's aim to ensure that consumers are protected and treated fairly, and that best practice becomes commonplace in the aviation industry.

Charging consumers a fee to access redress is incompatible with best practice. Making ADR mandatory, but keeping multiple competing ADR bodies, will place a financial cost on the industry without providing the benefit needed to drive improvements.

The most effective way to achieve benefits for both consumers and the sector is to have a single mandatory ombudsman to provide comprehensive and effective redress for all consumers and to enable holistic feedback to the sector.


OA Response to Aviation Consumer Policy Reform
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