UK’s Gatwick Airport has established an ombudsman service to resolve disputes between the airport and the services it offers to assist passengers with reduced mobility (PRM).

The ombudsman service will also be available for travellers with a disability or who experience other issues getting around the airport.

Go deeper with GlobalData

Premium Insights

The gold standard of business intelligence.

Find out more

Related Company Profiles

View all

To this end, Gatwick Airport has enlisted the Centre for Effective Dispute Resolution (CEDR), which is a not-for-profit organisation providing independent dispute resolution services, to ensure equal consideration to the word of the consumer and the company.

CEDR operates a panel of legally trained adjudicators who will consider the evidence presented, the specific circumstances, and other information provided to arrive at a fair and reasonable outcome for both consumer and company.

Gatwick Airport CEO Stewart Wingate said: “While the airport strives to make sure that passengers receive the very best service, we recognise that things can sometimes go wrong.

See Also:

"We are delighted to enlist the help of CEDR – a respected, independent adjudicator that has a reputation for resolving disputes fairly."

“In these situations, it’s important to have a fair, simple and clear process in place to resolve difficult disputes, and we are delighted to enlist the help of CEDR – a respected, independent adjudicator that has a reputation for resolving disputes fairly.”

How well do you really know your competitors?

Access the most comprehensive Company Profiles on the market, powered by GlobalData. Save hours of research. Gain competitive edge.

Company Profile – free sample

Thank you!

Your download email will arrive shortly

Not ready to buy yet? Download a free sample

We are confident about the unique quality of our Company Profiles. However, we want you to make the most beneficial decision for your business, so we offer a free sample that you can download by submitting the below form

By GlobalData
Visit our Privacy Policy for more information about our services, how we may use, process and share your personal data, including information of your rights in respect of your personal data and how you can unsubscribe from future marketing communications. Our services are intended for corporate subscribers and you warrant that the email address submitted is your corporate email address.

The stage by stage adjudication process will involve the passenger directly complaining to the airport first and then wait for an eight-week elapse or the complaint process to conclude without resolution.

After this, the passenger can lodge a claim with CEDR through online or apply by post with full particulars, following which an airline can choose to either defend or settle the claim.

Legally trained adjudicators will then be deployed to issue decisions on defended claims.

Image: New service to resolve disputes in stalemate. Photo: courtesy of Gatwick Airport.