Three major airlines face legal action over customer service

Aer Lingus could face court action over how it handles complaints about fight delays. Credit: Artur Widak / PA WIRE

Aer Lingus, Jet2 and Wizz Air are facing legal action over alleged breaches of consumer law in their handling of passengers hit by disruption to flights.

The Civil Aviation Authority (CAA) said it has launched enforcement action against the carriers because they have not made changes to their policies requested by regulators despite extensive discussions.

The CAA confirmed it will seek a court order unless they comply.

The CAA carried out a six-month review of airline policies in relation to supporting passengers during disruption, including their approaches to paying flight delay compensation and providing information to fliers about their rights.

A spokesman for Aer Lingus said: "Aer Lingus' procedures, relating to the provision of information to customers affected by operational disruption, are fully compliant with all the relevant regulations.

"We have provided a number of documents to the CAA in recent months to substantiate this point and we continue to engage with the CAA to address their concerns."

Jet2.com claimed it 'is acting in accordance with the law, not contrary to it.' Credit: Anna Gowthorpe / PA WIRE

A spokeswoman for Jet2 said the claims were "materially inaccurate".

She said: "Jet2.com is paying compensation for disruption caused by technical faults in line with the landmark Huzar ruling and have already confirmed this to the CAA."

Wizz Air's spokesman, Daniel de Carvalho, said the airline is "currently re-assessing the tens of cases where customers claimed compensation after flight disruptions".

He added: "The UK CAA is well aware that Wizz Air is re-assessing these cases and has confirmed to the UK CAA itself, some time ago, that it will apply the UK CAA's own list of extraordinary circumstances in the relevant cases."