Ryanair signs up to new airline ombudsman service
The budget airline has become the first member of a new airline complaints scheme which can force payouts for delays and cancellations.
The Ombudsman Services' new airline complaints arbitration scheme has a somewhat surprising first member: Ryanair.
How the new service works
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.
[Related story: The UK's worst energy companies for customer complaints revealed]
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.
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.
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.
As much as we all love holidays, they can go wrong sometimes. Whether it’s a flight delay or a skiing accident, you need cover.
Make sure you compare quotes for single and multi-trip policies to see which is cheapest.
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