Authority urges Jet2 to sign up to dispute resolution service

AIRLINE JET2.COM has been urged to join one of the new passenger dispute resolution services for the airline industry by the Civil Aviation Authority (CAA) which has questioned why it has “so far inexplicably and persistently refused to sign up”.

The CAA said Alternative Dispute Resolution (ADR) has helped resolve more than 10,000 passenger complaints in the first year of its operation and 35 airlines operating in the UK were now signed up.

But the authority urged all carriers to join the scheme, singling out Jet2.com, along with Aer Lingus and Emirates.

It said Leeds-based Jet2.com is the only top 10 UK airline not to have joined. CAA chief executive Andrew Haines, inset, said: “ADR is good for UK consumers, which is why it is extremely disappointing that Jet2, one of the UK’s largest airlines, has so far inexplicably and persistently refused to sign up, denying their passengers, access to an independent arbitration service.

“Clearly this decision puts Jet2’s customers, and those of other airlines that haven’t yet signed up, at a distinct disadvantage and in many cases could mean their passengers are denied the fundamental rights they are entitled to.

“I am therefore calling on Jet2 and other airlines, including Aer Lingus and Emirates, to commit to ADR in the interests of their passengers.”

CAA introduced ADR in 2016 with the aim of ensuring passengers could escalate disputed complaints and receive a legally binding solution without going to court. The CAA said its passenger advice and complaints team now only accepts complaints from passengers of airlines not signed up to ADR schemes.