U.K. Passengers may pay to complain.
This is rich. In an effort to lighten its workload, Britain’s Civil Aviation Authority (CAA) wants to shift some passenger complaints to Alternative Dispute Resolutions”(ADRs). There are three, and oddly, two of them propose to charge an upfront fee £25 that will only be refunded if if the customer’s complaint is deemed “successful.”
The first step in complaining remains to address the airline itself. The second step, in case the problem is not resolved or the airline does not respond, would be to proceed to an ADR, which in theory should avoid an eventual court case. The ADR’s decision would be binding, but it it anything like the way FINRA (Financial Industry Regulatory Authority) handles investor complains in the U.S., it’s usually futile to go that route.
Nineteen airlines have reportedly moved their conflict resolution to an ADR. These include British Airways, easyJet and Thomas Cook Travelers.