UK regulators have castigated some airlines for failing to meet passenger obligations during the recent snow disruption at the country's airports.
The Civil Aviation Authority says it has written to "a number" of carriers, accusing some of practically misleading passengers about their rights under denied-boarding legislation and others of not explaining these rules clearly.
It describes their behaviour as "unacceptable" and is advising travellers that they should be able to claim for reimbursement of reasonable expenses.
"Five days into the disruption, some airlines are clearly making real efforts to look after their passengers in difficult circumstances and we commend them for their efforts," says the CAA.
"However, others are failing to clearly explain European Union denied-boarding regulations to passengers, and may even be misleading their customers about their rights."
CAA chair Deirdre Hutton says that airlines need to let passengers know their rights, adding: "This has not been happening in all cases and it is important that passengers are not being misled.
"The fact that some airlines are making real efforts to look after their passengers shows that it can be done and there is no excuse for providing misleading information on what passengers are entitled to."
Source: Air Transport Intelligence news
