Record number of complaints from airline passengers

Passengers use the new regulations that make complaining easier to air their grievances

July 2006

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Airlines have witnessed the biggest increase in the number of complaints with the worst offenders being named and shamed by the Air Transport Users Council. Cancellations were the basis for a six fold increase and delays followed closely by increasing five fold.

The Air Transport Users Council puts the increase down to the fact that during 2005 there was the introduction of new passenger rights falling in with European regulations. The AUC received almost three times the amount of written complaints than it had previously in 2004-5. In fact the council received in excess of 6000 written complaints and 3755 telephone complaints, a much smaller increase than the previous year which stood at 3514.

Chairman of the council, Tina Tietjen gave the names of the ten most complained about airlines to the Civil Aviation Authority although she did point out that most airlines did work very hard to ensure any one complaining did receive hotel accommodation, refunds or alternative transport where there was a cancellation, there were some who repeatedly and 'intentionally' flouted the regulations.

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