Aviation watchdog secures €1m in refunds and compo for disgruntled air passengers in 2023

The IAA received 2,275 complaints over cancellations and 2,444 over long delays. File photo: Gareth Chaney/ Collins Photos

Aviation sector watchdog, the Irish Aviation Authority (IAA) last year obtained €1m in refunds and compensation for disgruntled air passengers, according to the 2023 IAA annual report.

The report shows that last year it handled 4,969 complaints over airlines with complaints concerning long delays and cancellations making up the bulk of the complaints at 4,719. The IAA received 2,275 complaints over cancellations and 2,444 over long delays.

The report states that €204,000 was obtained in refunds following IAA intervention and more than €794,000 in compensation was awarded to passengers in respect of the 1,155 upheld complaints.

The €998,000 pay-out compares to the IAA’s predecessor, the Commission for Aviation Regulation (CAR) obtaining €348,000 in refunds and compensation for air passengers in 2022.

The 2023 report states that 1,797 complaints were not upheld in favour of the complainant “and the main reason was that the air carrier was able to prove that a disruption was caused by extraordinary circumstances and therefore would be exempt from paying compensation”.

The report states that in 2023, Aer Lingus accounted for 35% of all complaints, while Ryanair accounted for 30% and Emerald Airlines made up 7% of complaints. The remaining 28% of complaints related to 56 other airlines.

The report said that complaint numbers for 2023 remained broadly in line with 2022 figures and overall, there has been a significant increase in the volume of complaints concerning the rights of air passengers if their flight is cancelled or delayed, denied boarding or downgraded received since 2017.

The report outlines how the IAA last year received 23 Person With Reduced Mobility (PRM) Complaints — the highest number of PRM in any one year with 13 against airlines, seven against airports and one against both an airline and an airport.

The report said that the 2023 complaints included damage caused to a passenger’s wheelchair; delays in passenger receiving assistance in airport; treatment of passenger by security personnel in airport and instructions given to passenger regarding screening of mobility equipment and pre-notified passenger not receiving assistance from airport management body’s service provider.

The report shows that last year, the IAA paid out €1.58m in legal costs and settlements made up of €1.1m and settlements of €487,000. The number of legal cases totalled 12. 

The report states that the legal costs and settlements above amounts are in relation to the settlement of an employment law case with a former CEO — no breakdown is provided. In 2018, ex-CEO, Eamon Brennan initiated legal proceedings against the IAA for breach of employment contract in the amount of €782,644.

Last year, revenues at the IAA declined by 57% to €91m arising from the transfer of air navigation functions to a new commercial semi state, AirNav Ireland. The IAA last year recorded a pre-tax profit of €1.7m which was down 92% on the pre-tax profits of €22.2m in 2022.