The UK Civil Aviation Authority (CAA) has identified a number of instances where airlines have not met their obligations to passengers during recent snow disruption and is taking action to ensure that any unacceptable practices are addressed.

Five days into the disruption, some airlines are clearly making real efforts to look after their passengers in difficult circumstances and we commend them for their efforts. However, others are failing to clearly explain EU denied boarding regulations (EU 261/2004) to passengers, and may even be misleading their customers about their rights. The regulations stipulate that during periods of disruption, airlines offer refreshments and, where appropriate, put passengers up in hotels (See notes to editors for more information on passenger rights).

The CAA has today written to a number of airlines, both UK-based and overseas based, to make clear that their behaviour is unacceptable and is today repeating its advice that if travellers have had to make their own arrangements for hotels and meals during the disruption, they should keep all their receipts and make a claim for the re-imbursement of reasonable expenses from the airline concerned as soon as possible.

Deirdre Hutton, CAA Chair said: “The European Union has put in place regulations to protect people in situations such as this, which not only guarantees people will be looked after, but requires airlines to let people know what their rights are. This has not been happening in all cases and it is important that passengers are not being misled. The fact that some airlines are making real efforts to look after their passengers shows that it can be done and there is no excuse for providing misleading information on what passengers are entitled to.

“We welcome the Government’s comments today that they are prioritising revamping the CAA’s regulatory framework so we would be able to introduce provisions to encourage major airports to prepare better for bad weather. In the meantime though our focus will be on making sure passengers get the protection they deserve.”