Complaints and enquiries - Air Transport Users Council

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two-thirds of the standards and rebates on service performance in passenger
security processing.
CAA proposals for modifications to the Statement of Standards and Rebates
to include three additional elements
In March, the CAA published a consultation proposing to introduce three new
elements to the Service Quality Regime at Gatwick Airport – transfer search,
staff searches and control post.
We welcomed the CAA’s proposal to take into account the smaller number of
transfer passengers at the airport when setting standards for queue times at
transfer areas. We considered that it was not in the consumer interest for
certain areas of the airport to be over resourced if increases in airport charges
(due to additional staffing) were passed on to passengers by airlines through
increases in airfares. We also welcomed the proposals to provide incentives
to shorten queue times at staff search areas and control posts. We suggested
that this could help improve punctuality because delays to staff in getting to
their posts could delay departures.
At the end of March, the CAA
published the responses to the
consultation and its decision. All
respondents to the consultation
agreed to the introduction of the new
standards and the scope and
methods used to measure them. The
CAA has therefore introduced the
three new elements.
HM Revenue and Customs / UK Border consultation on a draft code of
practice on customs examination of baggage in the absence of passenger
In July, HM Revenue and Customs and UK Border consulted on a draft code
of practice on customs examination of baggage in the absence of passenger.
This would set out the circumstances in which customs officers would carry
out targeted checks on baggage in the absence of their owners and a
framework of authorisation and supervision.
Our main interest in this consultation was in making sure that innocent
passengers received compensation for damage or delay to their baggage
following searches by customs officers. We welcomed the commitment in the
draft Code to compensate passengers. But we had concerns that details of
the damage, as noted by officers, might not be released as evidence in order
to help passengers with claims with airlines. We were also concerned that the
draft Code had no provisions for compensation for bags delayed by the
searches.