Complaints by passengers who fly are on the increase, according to consumer advice organisation UK European Consumer Centre. The centre is reporting a 36.8% increase in the number of such complaints it received from UK consumers over the course of a year.
‘Passenger transport by air’ accounted for the biggest category of complaints received by the UK-based UK European Consumer Centre in 2014, the consumer advice body said as it launched its annual report.
Andy Allen, UK ECC Director, said: “Our figures show that in 2014 passenger transport by air retained its 2013 spot as the most complained about sector for cross-border purchases by UK consumers. This is for what we call ‘assistance cases’ (where consumers have tried to resolve their problems but attempts have failed because either the trader doesn’t respond or doesn’t agree). Consumers come to us for help and we ask the centre where the trader is based to contact the trader on behalf of the consumer. Our 2015 figures are comparable.
“The 36% growth mirrors a wider trend in 2014: there were more visits abroad by UK residents in 2014 than the previous year, with spending on those visits also rising. The number of people who fly who complained in 2014 was 287% higher than in 2012. Clearly consumers are more in need of our help than ever.
“Air travel plays an intrinsic part in many people’s lives and, although most flights are problem-free, passenger transport by air has historically always accounted for a sizeable portion of the UK ECC’s overall complaints. Common problems when UK consumers complain about flights can include flight delays, denied boarding or booking/ticket problems. Complaints about luggage transport are in a separate category.”
Many consumers who complain as a result of their flight being delayed or cancelled can seek compensation from the airline, in keeping with Regulation 261/2004. But an airline is exempt from having to pay compensation for flight delays caused by extraordinary circumstances which could not have been avoided even if all reasonable measures were taken. A Court of Appeal ruling in 2014, which clarified that ordinary technical faults should not be considered as ‘extraordinary circumstances’ and that airlines still have to pay compensation for delays, adds strength to consumers’ complaints.
Other passengers who complain are seeking reimbursement for expenses incurred. Under Regulation 261/2004, airlines are obliged to provide care and assistance to disrupted passengers regardless of the reason for the delay or cancellation. Passengers may ask for their money back when they have receipts for expenses such as food and refreshments incurred while their flight is disrupted.
Complaints about problems with booking or tickets can sometimes arise from technical issues during the booking process or with online check-in, for example mistakes, payment-related fees, extras and currency conversion charges.
Andy added: “Another explanation for the rise in volumes is that there also seems to be a greater public awareness of the ECC-Net’s service. This growth in public awareness is evidenced by the increase in contacts to the UK ECC, coupled with a growth in website traffic and newsletter subscriptions.
“The increase in the number of consumers using the UK ECC and our colleagues in the rest of Europe is driven by a number of factors; more consumers know about their rights; greater awareness of the ECC network; more cross-border purchases being made and a general ‘crisis’ effect, with consumers seeking the best deal and the best service. We know that there is a growth in public awareness of the UK ECC’s service because of the increase in contacts to the UK ECC, coupled with a growth in website traffic and newsletter subscriptions.
“In the case of complaints connected to flights, this is also likely to be driven by other factors too. Firstly, there has been an increase in the number of visits UK consumers make abroad. Secondly there was a large amount of publicity in 2014 surrounding various air passenger rights stories, namely two Court of Appeal rulings; that passengers have up to six years in pursue compensation claims in court and the clarification that ordinary technical faults should not be considered as ‘extraordinary circumstances’ and that airlines still have to pay compensation for delays.”
Tatiana is the news coordinator for TravelDailyNews Media Network (traveldailynews.gr, traveldailynews.com and traveldailynews.asia). Her role includes monitoring the hundreds of news sources of TravelDailyNews Media Network and skimming the most important according to our strategy.
She holds a Bachelor's degree in Communication & Mass Media from Panteion University of Political & Social Studies of Athens and she has been editor and editor-in-chief in various economic magazines and newspapers.
