Aviation Consumer Policy Reform

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.