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.

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.

"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.”

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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.