Following the August 2023 air traffic control failure, new measures are being proposed to improve consumer protections for airline passengers.
The Transport Secretary, Louise Haigh, has announced stronger enforcement of these protections to ensure “all passengers feel confident when they fly.”
The incident, which grounded flights across UK airports on 28 August due to a National Air Traffic Services (NATS) technical failure, disrupted travel for over 700,000 passengers.
An inquiry into the crisis has revealed that many passengers faced delays of “weeks, and in some cases months” to receive refunds for expenses.
The report recommends that the Civil Aviation Authority (CAA) be granted powers to issue fines and take consumer enforcement actions directly, without court proceedings, aligning it with regulatory bodies in other sectors.
Transport Secretary Haigh emphasised her commitment to passenger rights, stating: “The NATS IT failure last year was an unprecedented event that we all hope never happens again. I welcome the report’s recommendations to reinforce the sector and boost passenger confidence.”
Haigh has previously positioned herself as a “passenger-in-chief,” advocating for reforms to secure the “highest level of protection” for travellers.
Currently, the CAA lacks the authority to issue fines directly, meaning enforcement against airlines requires lengthy court processes.
While the Conservative government had introduced plans for enhanced CAA enforcement powers in June of last year, these proposals have not yet been legislated.
The inquiry, led by Jeff Halliwell, a former executive across both public and private sectors, presented 34 recommendations to prevent future failures.
Among the findings, it advised that NATS improve its contingency planning and give earlier warnings to airlines and airports of potential disruptions.
Additionally, airlines and airports are encouraged to assess the “adequacy” of support offered to passengers during major disruptions, especially for vulnerable travellers and those with children.
The recommendations also included a review of how NATS is incentivised, aiming to strengthen preparedness and response in the event of significant air traffic disruptions.
