Ryanair receives most complaints by air travellers

EUROPEAN air travellers make more complaints about Ryanair than any other airline in Europe.

A new survey by the European Consumer Centre Network (ECCN) reveals that Irish airlines accounted for the most number of complaints made by EU air passengers last year.

Although the study does not identify any individual airline, official sources confirmed yesterday that the airline which received most complaints was Ryanair followed by the British carrier, EasyJet.

Irish airlines account for 17%, or 218, out of a total of 1,316 complaints received in 2005 by the ECCN — a network of consumer information centres across the EU which are co-funded by the European Commission and national governments.

The ECCN only investigates complaints involving cross-border issues and the figures do not include complaints notified to the official enforcement body appointed by each EU member state, such as the Commission for Aviation Regulation (CAR) in Ireland. The CAR largely confines its investigations to complaints from Irish consumers about Irish airlines.

Ryanair and EasyJet’s poor track record, however, was unsurprising, according to the ECCN.

“Given that the low-cost airlines in Ireland and the UK easily carry the majority of European air passengers per year, these statistics are to be expected,” said ECCN spokeswoman Tina Leonard.

British airlines accounted for 16% of total complaints followed by Italy (14%), Spain (11%) and Germany (7%).

Since February 2005, air passengers within the EU who experience delays and cancellations or who are denied boarding are entitled to improved compensation from airlines.

However, the most number of complaints related to lost or damaged luggage, which is governed by international law known as the Montreal Convention. They accounted for 24% of all complaints.

Complaints about delays were responsible for 23% of the total, followed by cancellations (22%), customer care (18%) and denied boarding (8%).

The ECCN survey shows Spanish consumers are most likely to make complaints against airlines, accounting for 18% of the total followed by Germany and Britain (both 13%).

Although Ireland has just 1% of the EU’s population, Irish consumers account for 5% of all complaints made against airlines.

Airlines also blamed “exceptional circumstances” such as weather conditions, industrial action and security issues in 9% of cases for refusing to compensate passengers for delays and cancellations.