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Clause 18 - Licence conditions

Part of Civil Aviation Bill – in a Public Bill Committee at 2:00 pm on 1st March 2012.

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Photo of Fiona O'Donnell Fiona O'Donnell Shadow Minister (Environment, Food and Rural Affairs) 2:00 pm, 1st March 2012

Thank you, Sir Roger. I am grateful for your intervention, and I hope that all Government Members are now paying attention.

I was discussing the possibility of a charter. In all my hours in airports, I have never seen anything telling me about my right to complain and how to complain about the service that I was receiving. That would drive airports to be far more proactive in seeking feedback from passengers and improving their service. I recently travelled on the Heathrow Express, and someone sat beside me and conducted a survey over the course of the journey, which was really helpful. It actually made me focus on my surroundings and the quality of the service. Those surveys are being done because it is valuable information, and it would be of equal value to airports.