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requests at airports appears much greater. The CAA’s most- recent Airport Accessibility Performance Report, published last August, recorded 4.45 million requests for assistance at UK airports between April 2023 and March 2024, up from 3.68 million the previous year, and the proportion of passengers requesting assistance had risen by 25% since 2019 to 1.69%. The CAA noted an increase


in the proportion of disabled people in the population but also suggested: “Passengers may be more inclined to request assistance, as a result of a greater awareness.” The annual report rated 11


airports ‘very good’, 12 ‘good’ and five as ‘needing improvement’ – Gatwick, Bristol, Cardiff, Liverpool and Norwich. No airports were rated


‘poor’, but the CAA labelled those needing improvement “disappointing” and criticised Gatwick for its “accuracy of data recording and reporting”, noting “it did not accurately reflect the service provided to arriving passengers . . . [with] some being left for unacceptable periods of time in corridors”. Heathrow was among the


airports rated ‘good’, but the CAA noted that while Terminals 2, 4 and 5 exceeded its targets for ‘very good’, “infrastructure challenges” at Terminal 3 required arriving disabled passengers “to move between pieces of equipment”. Luton, Manchester, London


City, Aberdeen, Birmingham, Edinburgh, Bournemouth and Belfast International were also rated ‘good’, and Belfast City, East Midlands, Glasow, Stansted, Leeds Bradford, Newcastle, Southampton and Teesside as ‘very good’.


EU ministers agree plans to boost passenger rights


Ian Taylor


EU transport ministers have agreed revised rules on air passenger rights when flights are delayed or cancelled which will increase the length of delay before compensation applies and cut the amount due. The changes are likely to


draw criticism from claims companies and consumer groups while also displeasing airlines. Ministers last week agreed a raft


of changes to EU Regulation 261 on air passenger rights, increasing the period of delay before passengers can claim compensation on flights under 3,500km (short and medium-haul) from three hours to four, and on flights over 3,500km from four hours to six. They also agreed to reduce the


amount of compensation from €400 to €300 for flights up to 3,500 km, and from €600 to €500 for longer flights. Airlines had lobbied for


compensation to apply only to delays of more than five hours on intra-European flights and nine


of delay or cancellation, including on flights with other carriers or via “suitable” alternative transport. If rerouteing is not provided within three hours, it is proposed that travellers be able to arrange their own travel and claim a refund. Carriers would also face


Passengers could be in line for ‘30-plus new rights’


hours on long-haul, arguing the current rules mean carriers cancel more flights than they need to. Ourania Georgoutsakou,


managing director of Airlines for Europe, argued: “Delay thresholds of five and nine hours would save up to 70% of rescuable cancelled flights.” The ministers claimed the


proposals, which remain subject to review by the European Parliament, “bring over 30 new rights to passengers”. These include a right for


passengers to be rerouted “at the earliest opportunity” in the event


new requirements to inform passengers of their rights. The changes follow 12 years


of stalled negotiations, during which multiple European Court of Justice rulings have extended the circumstances in which compensation applies. The UK has its own Regulation 261 on air passenger rights, based on the EU regulation. The previous government proposed to revise compensation rules, although only on domestic flights. But the EU regulation applies to all flights taking off or landing in the EU, so whatever changes the EU agrees will apply to most flights to and from the UK regardless of whether the UK government decides to mirror the revisions.


Hotel groups sue Booking.com for billions of euros


Lawyers acting on behalf of hoteliers across Europe have launched a class action lawsuit against Booking.com in the Netherlands, seeking billions of euros in compensation for “excessive commissions”. Hotel operators and law firms


46 12 JUNE 2025


in France, Spain and Germany led the way in filing claims following a decision by the European Court of Justice (ECJ) last September on the use of “parity clauses” on pricing in Booking’s contracts. These required hotels to offer


their best rates on Booking.com and not undercut these on their own or rival distribution channels. Lawyers estimate the claim


in France alone could be worth €1.5 billion. Now European hospitality association Hotrec reports hotel associations in more


than 25 countries have joined the class action in pursuit of “a significant portion of commissions paid to Booking.com between 2004 and 2024, plus interest”. Hotrec estimated Booking. com’s


share of Europe’s OTA hotel bookings at 70% last year. However, Booking disputes the


claim, with a spokesperson saying the ECJ ruling “does not open the door to damage claims”.


travelweekly.co.uk


Shutterstock/Tom Eversley


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