Ryanair has become the first airline to sign up to the Ombudsman Services' airline complaints arbitration scheme.
Passengers who have issues concerning flight delay, cancellation, lost baggage or denied boarding will be able to make complaints to the new body, free of charge. Importantly, the Ombudsman's decisions are legally-binding, so they can force airlines to pay out.
The airline scheme is expected to launch next spring, so you can't make use of it for a while. The Civil Aviation Authority (CAA) reckons that further ombudsman-style services will also launch next year, though it's worth remembering that airlines aren't required to sign up for them.
Once an ombudsman-style scheme, or group of schemes, covers airlines which collectively cover at least 50% of the passengers departing from or arriving in the UK, the CAA plans to close its own complaints service.
Ryanair doesn't have the best reputation when it comes to customer service, so it is very much a welcome surprise that the firm has become the first to empower its own customers by signing up to the Ombudsman.
What you can do for now
EU rules state that if your flight is delayed by at least three hours or cancelled, you could claim up to £420 per person if the delay is outside of the airline’s control.
[SPOTLIGHT]Passengers who don’t have any luck getting redress from the airline that they travelled with can go to the Civil Aviation Authority. However, the CAA doesn’t have the same powers as Ombudsman Services, so it can’t force airlines to pay compensation.
Until next year you should still complain to the airline first, moving over to the aviation regulator in the country of travel or to the European Consumer Centre if that fails. Find out more about How to claim compensation for delayed and cancelled flights.
The authority will continue to take complaints relating to disability or mobility issues for consumers flying with airlines that are not covered in the scheme.
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