Airline passengers will be better protected when journeys go wrong under new proposals published by the government. 

Under the plans, stronger enforcement powers for the regulator and access to faster and cheaper dispute resolution will lead to improved standards for all passengers on flights operating to and from the UK, increasing passenger confidence and boosting the aviation sector.

Following concerning reports of disabled passengers having their wheelchairs damaged, the measures will mean they can get full and fair compensation for damage caused on UK domestic flights. Airlines will also be encouraged to waive this cap for international flights.

At present airlines are not required to cover the full cost of repairs, even if the equipment is damaged while in their care.

Transport Secretary Mark Harper said:

“I recognise the work airlines do around the clock in order to provide a good service to customers and today’s proposals set out how we can go even further for travellers.

“I’ve heard really concerning examples of passengers’ wheelchairs getting damaged and being left without full and fair compensation. It’s important that everyone can travel with confidence.

“A thriving aviation sector is good for passengers, good for the industry and will grow the economy.”

Ground handlers will also be offered new training by the Department for Transport to make sure mobility equipment is being handled properly, aiming to avoid these incidents altogether.

Airlines will be required to be a member of an approved Alternative Dispute Resolution (ADR) body, giving consumers a way to escalate certain complaints that cannot be settled between them and the airline without the need to go to court.

Following feedback received during the consultation, the government will undertake further work on how compensation for passengers facing disruption from cancellations and delays.