Mediator for air payout complaints

Free phone line to be set up for passengers who are unsure about their travel rights or have a complaint about airline

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AN OFFICIAL ombudsman is to be appointed to deal with air passengers' complaints following last week's volcanic ash disruption.

Tourism and Commerce Secretary Hervé Novelli has announced the setting up in the coming days of a free phone line for anyone with questions or problems getting a refund or compensation.

EU airlines should offer a full refund within seven days or pay for reasonable food and hotel costs during the time you spent waiting for an alternative flight.

Mr Novelli has estimated the total cost to French airlines and tour operators at €260m as businesses lost out on ticket sales and had to reimburse or reroute stranded passengers.

Researchers at the Centre for Economics and Business Research in the UK believe many airlines will up their fares gradually over the next three years as a result of the travel chaos - up 5.2% this year, 2.9% in 2011 and 3.4% in 2012.

About 1,000 French tourists are still stranded at airports - mostly Bangkok, Saudi Arabia and Nepal.

Photo credit: Mike Knell

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