Research and analysis
Aviation passenger charter research
Explores public views on the aviation passenger charter and suggests improvements to ensure its usability.
Documents
Details
The Department for Transport (DfT) published the aviation passenger charter, in July 2022, to provide information for air passengers on their rights and responsibilities when taking a flight. The charter was developed with industry, consumer groups and disability stakeholders.
This study was carried out to ensure the charter is helpful, user-friendly and easy to locate and navigate.
This 3-stage research programme aimed to:
- explore the participants’ broader travel habits and their confidence and concerns when flying
- assess the usability and presentation of the charter including ease of use, contents, language and tone of voice
- explore the participants’ awareness of the charter
- identify suggestions for improvements to ensure the charter works for the user
This report summarises the findings, which DfT used to review and update the charter, now called the Air passenger travel guide.
The research was conducted by Ipsos UK on behalf of DfT during spring and summer 2023.
Published 25 January 2024