The UK Department for Transport has refreshed its newly named Air Passenger Travel Guide to make it easier for passengers to know their rights.

Formerly known as the Aviation Passenger Charter, it details what people can expect from airlines, travel agents, tour operators and airports, and what do if things go wrong.

This includes advice on what to do if flights are cancelled or delayed, if baggage goes missing, and the rights of disabled passengers, as well as guidance on how to complain if passengers feel they have been treated unfairly.

Updated Travel Guide

The Travel Guide will also soon contain British Sign Language and easy read versions and accessibility information is now in one collated section.

Aviation minister Baroness Vere said: “Whether going on holiday, travelling for business or visiting loved ones, we all want our journeys to be smooth and without any hiccups, which is why the Air Passenger Travel Guide is so important.

“Having a one-stop shop of information and advice, which is clear and concise, will help improve the overall travel experience and make sure passengers are getting what they deserve.”

Mark Tanzer, chief executive of ABTA – The Travel Association, said: “There are lots of rights in place to protect people who are heading off on holiday, particularly if they are caught up in delays or cancellations. But your rights do vary depending on what you booked – with those on a package holiday enjoying greater protection.

“The Air Passenger Travel Guide gives a good outline of what travellers can expect and ABTA is also on hand to guide our members’ customers and offer additional cover through the ABTA Code of Conduct.”

To encourage airlines and operators to promote the Travel Guide, Baroness Vere has written to 30 partners in the aviation industry to encourage the use of the guide on individual booking websites.
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