Aer Lingus amends policy on delays after UK regulator steps in

Aer Lingus is among three major airlines who have changed their policies following legal action over how they support passengers hit by flight disruption, the UK's aviation regulator has said.

Aer Lingus amends policy on delays after UK regulator steps in

Aer Lingus is among three major airlines who have changed their policies following legal action over how they support passengers hit by flight disruption, the UK's aviation regulator has said.

The British Civil Aviation Authority (CAA) had alleged that the treatment of passengers by Aer Lingus, Jet2 and Wizz Air was in breach of consumer law.

It launched enforcement action against the carriers in March, but this has been closed after they made changes to their procedures.

Following a review of airline policies, the CAA claimed that Aer Lingus and Jet2 failed to give satisfactory evidence that they proactively provided travellers with information about their rights during disruption, in line with the requirements set out in European regulations.

Both agreed to improve the quality of information they provide to passengers facing disruption.

Jet2 and Wizz Air did not consistently pay compensation for disruption caused by technical faults, despite a Court of Appeal ruling that airlines must do so in these circumstances.

The carriers were also alleged to have imposed a two-year time limit for passengers to take compensation claims to court, despite the Court of Appeal ruling they should have up to six years.

The regulator said Jet2 and Wizz Air have now confirmed they are paying compensation for technical faults, while the former is also processing compensation claims dating back six years.

Hungarian airline Wizz Air refused to remove its two-year limit on claims. The CAA referred the matter to the Hungarian Authority for Consumer Protection, which has agreed to take up the case.

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