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UK's CAA Takes Enforcement Action Against Three Major Airlines

August 19, 2015 - UK passengers can now look forward to improved support during disruption, following the UK Civil Aviation Authority’s (CAA) enforcement action against three major airlines.

Following an extensive review of airline policies, the CAA announced in March this year that it had commenced action against Jet2 and Wizz Air regarding the airlines’ approach to paying compensation for delayed and cancelled flights.

The CAA was concerned the airlines were not paying compensation for flights disrupted by ordinary technical faults, despite a Court of Appeal decision last year meaning airlines are legally obliged to pay compensation in these circumstances.


The CAA also had evidence that both the airlines were imposing a two-year time limit on passengers making claims following disruption. This is despite a separate Court of Appeal decision last year, which clarified that passengers have up to six years from the date of disruption, to refer a compensation claim to court.

In addition, the CAA’s review of airline policies found issues with the way Jet2 and Aer Lingus, the third airline to face enforcement action, provided information to passengers during disruption. Under European regulations, airlines must provide proactive information to passengers about their rights during long delays and cancellations.

Following this action, the CAA announce that Jet2 and Wizz Air have individually confirmed they are now paying compensation for ordinary technical faults. Jet2 is also now processing compensation claims dating back six years and both Jet2 and Aer Lingus have now agreed to improve the quality of information they provide to passengers during disruptions and have signed legal undertakings confirming this.



The CAA will continue to monitor the policies of airline operators and review their implementation to ensure compliance with the law. Later this year the CAA will publish its second compliance review of airlines’ policies. In line with the CAA’s enforcement policy they will continue to protect passenger interests and will take action against airlines if they believe operators are not acting as they should.

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