- government refreshes air passenger travel guide to help
passengers navigate their protections and rights when flying
- formerly known as the aviation passenger charter, the travel
guide has been given a makeover, making it easier for passengers
to find the information they need
- ahead of the busy half term, it’s vital that passengers know
their rights and industry use their platforms to promote them –
ensuring operators and passengers know exactly what’s expected of
them
As millions of people are expected to travel through UK airports
over the upcoming half term, the Department for Transport
(DfT) has today (19
October 2023) refreshed the newly named Air passenger travel
guide, making it even easier for passengers to know
their rights and responsibilities when they travel.
Formerly known as the aviation passenger charter, it details what
people can expect from airlines, travel agents, tour operators
and airports, and what to do if things don’t go to plan.
This includes advice on what to do if flights are cancelled or
delayed, if baggage goes missing, and the rights of disabled
passengers, as well as guidance on how to complain if passengers
feel they have been treated unfairly.
Not only does it help passengers in these stressful situations,
the travel guide also provides general advice for all aspects of
your journey, such as what to expect at passport control, what
you can bring through UK customs and how to manage connecting
flights.
It also reminds passengers to regularly check the Foreign, Commonwealth and
Development Office (FDCO) website for the latest security and
safety advice before booking travel, as well as what counts as an
extraordinary circumstance when compensation isn’t available.
The advice also makes clear that while security checks are
changing over the coming months, they should continue to be
prepared to remove electronics and small liquids from their bags
when travelling by air.
Aviation Minister Baroness Vere said:
Whether going on holiday, travelling for business or visiting
loved ones, we all want our journeys to be smooth and without any
hiccups, which is why the air passenger travel guide is so
important.
Having a one-stop shop of information and advice, which is clear
and concise, will help improve the overall travel experience and
make sure passengers are getting what they deserve.
As part of a regular review to ensure it remains as useful as
possible for passengers, the travel guide will also soon
contain British Sign Language and easy-read versions and
accessibility information is now in one collated and convenient
section, making it easier for disabled passengers to find out how
to book assistance at the airport and on the plane.
Mark Tanzer, Chief Executive of ABTA – The Travel Association,
said:
There are lots of rights in place to protect people who are
heading off on holiday, particularly if they are caught up in
delays or cancellations. But your rights do vary depending on
what you booked – with those on a package holiday enjoying
greater protection.
The air passenger travel guide gives a good outline of what
travellers can expect and ABTA is also on hand to guide our
members’ customers and offer additional cover through the
ABTA code of conduct.
DfT has recently
committed to strengthen the powers of the Civil Aviation
Authority and mandate alternative dispute resolutions that make
it easier for consumers to escalate complaints.
To encourage airlines and operators to promote the travel guide,
Aviation Minister Baroness Vere has written to 30 partners in the
aviation industry to encourage the use of the guide on individual
booking websites – so from the moment they book, passengers have
the information they need for their whole journey – without the
need to go searching.
