Airlines under fire over compo regulations

AER Lingus and Ryanair have been criticised by the Commission for Aviation Regulation (CAR) for their attitude to new EU laws.

These give improved rights to passengers who experience cancellations and delays.

It has received more than 110 formal complaints in the six weeks since it took responsibility for judging complaints that customers have been denied their legal right to compensation.

Aer Lingus and Ryanair equally account for the vast majority, with 5% relating to Eirjet.

A CAR spokesperson claimed Ryanair was “not being helpful” in implementing the legislation, and that Aer Lingus had failed to respond to initial complaints made by customers.

“Ryanair are not being helpful as they appear to issue letters which state that they are not abiding by the legislation because they are a low-fares airline,” the spokesperson said.

It is understood that the airline’s chief executive, Michael O’Leary, personally replies to many complaints about Ryanair’s service.

An Aer Lingus spokesperson said the airline was complying fully with the rules and expressed surprise at the criticism.

She confirmed Aer Lingus had a large backlog of complaints to process, stretching back to January..

“By the end of August, we hope to be in a position to respond to all complaints within 14 days,” she said.

Although the rules have been in force since February 17, CAR only began judging disputes in mid-June, after delays by Transport Minister Martin Cullen in appointing a public body to handle such complaints.

Both Aer Lingus and Ryanair are challenging the legislation through airline representative groups in the European courts. Some believe the rules will lead to higher airfares.

Problems relating to delays and cancellations account average more than 70% of all complaints.

However, almost half of all 112 complaints received by CAR have been ruled ineligible.

It is understood part of the problem arose from an inaccurate statement issued by Mr Cullen. This said passengers could also complain to CAR about lost luggage and problems with package tours.

Passengers “bumped off” flights due to overbooking are entitled to €250-€600 depending on the length of the journey. Airlines are also obliged to provide customers who experience cancellations and delays over a fixed period of time with meals, drinks and phone calls, as well as overnight accommodation and refunds in certain circumstances.

According to the European Commission, authorities for processing complaints across the EU are handling ten times as many cases since February.