Flight rights website will simplify complaints process

DEMANDS for refunds and compensation from airlines over flight cancellations and delays are expected to increase following the launch of a website to simplify the complaints process.

Flightrights.ie also provides airline customers with comprehensive information on their entitlements, under EU legislation, when a flight is cancelled or delayed or, furthermore, denied boarding which can also include the provision of meals, accommodation and the cost of phone calls.

While the number of complaints against airlines remains relatively small, the Commission for Aviation Regulation, which took the initiative, said it anticipated the number would increase as more people became aware of their rights.

The commission received 2,164 queries about problems with airlines in the first half of 2011, a 7% decrease on the same period in 2010. However, Cathal Guiomard, the Aviation Regulator, claimed 2010 had been an exceptional year with a big spike in queries being received due volcanic ash.

“The 2011 level of queries is 40% higher than the 2009 level,” he said.

More than 70% of complaints were outside the commission’s jurisdiction as they related to problems with baggage, pricing, safety and air carrier policy issues.

A total of 599 complaints were deemed valid, of which 242 were passed on to similar regulatory bodies in other EU states as the flight in question originated outside Ireland.

Almost two thirds of valid complaints related to flight cancellations, while 21% were due to long delays and 5% to denied boarding.

Aer Lingus accounted for almost 40% of all complaints — the vast majority linked to cancellations — while 38% of claims were made against Ryanair.

Patricia Barton, commission spokeswoman, said airlines had been able to prove in 60% of all cases that flights had been cancelled or delayed due to extraordinary circumstances such as adverse weather conditions which removes their obligation to compensate affected passengers.

Refunds were achieved in 35% of complaints, while compensation was paid out in 6% of cases.

However, the commission was unable to provide details about the specific number of flights cancelled by airlines or total amounts paid out in refunds and compensation.