Aer Lingus complaints top Ryanair’s

AER LINGUS clocked up a higher rate of complaint than no-frills rival Ryanair among passengers departing from the three state airports in 2009, according to new figures from the Commission for Aviation Regulation (CAR).

Released yesterday, the CAR figures show 42 complaints were lodged against Ryanair by passengers departing from Cork, Dublin and Shannon airports, compared with 35 against the national carrier. However, because Ryanair carried two million more passengers than Aer Lingus, the rate of complaint per million was lower for Ryanair — 3.76 per million per annum compared to an Aer Lingus rate of 3.79 per million.

The bulk of complaints to CAR related to cancellations. The overall number of complaints in relation to cancellations stood at 204 in 2009, down from 304 in 2008. Long delays were down from 70 to 60, a 14% decrease. However instances of denied boarding shot up 120% from 20 in 2008 to 44 in 2009. CAR had jurisdiction over 139 of the complaints of which 113 were brought to a conclusion.

Of these, passengers received compensation in 10% of cases and a refund in 20%. Almost three in 10 were not upheld and CAR found extraordinary circumstances had been responsible for delays or cancellations in 17 cases.

The highest number of cancellation complaints came from passengers using Dublin Airport (62) compared with 20 for Cork Airport. Knock Airport had twice as many cancellation complaints as Shannon — 10 compared to five. The most complaints (six) in relation to long delays came from passengers using Dublin Airport. Denied boarding featured in 19 complaints made by Dublin Airport passengers. Cancellation complaints were highest for Ryanair (32) compared to 30 for Aer Lingus. Complaints of denied boarding made against Ryanair were twice the number made against Aer Lingus — 10 compared with four.

CAR also looked at whether airlines were fulfilling their obligations to disabled persons. During 2009, CAR received 14 complaints, 12 in relation to alleged infringements by air carriers and two in relation to alleged infringements by airport management bodies. The complaints related to seating; the carriage of oxygen equipment; assistance in moving to the toilet facilities whilst onboard the aircraft; carriage of guide dogs; and the transmission of requests for assistance to the airports. Overall, CAR welcomed the decrease in the number of valid complaints saying “it suggests fewer incidents of non-compliance with the Regulation and a greater awareness of their responsibilities by air carriers”.