Number of valid complaints against airlines up by 40%

The number of valid complaints against airlines made by passengers to the Commission of Aviation Regulation rose by 40% last year.

The figure rose from 806 to 1,130 with complaints relating to cancellations, long delays, instances of denied boarding and downgrading.

However, the total number of complaints and queries by passengers against airlines fell by over 20%.

The commission said the results of its 2011 annual report on passenger rights complaints was unsurprising given the level of complaints the previous year was higher due to incidents of volcanic ash and extreme weather.

Over half of all complaints related to cancelled flights while about a quarter concerned long delays.

The commission handled 626 out of 1,130 valid complaints received last year — 55% of the total cases which involved complaints about departures from Irish airports as well as arrivals into an Irish airport from a flight by an EU-licensed airline from a non-EU airport.

The remainder related to complaints about departures from airports situated in another EU state and were passed on to the national enforcement body in the relevant country.

The commission has concluded 527 of the 626 cases to date. Almost 32% of the complaints investigated were either dismissed or withdrawn.

Compensation was paid to passengers in 61 cases, while 193 others received either a refund for the cost of their flight or were reimbursed expenses. In relation to 284 cases, airlines were able to demonstrate that flights were cancelled due to extraordinary circumstances beyond their control.

Aer Lingus accounted for 41% of 572 complaints relating to Dublin, Cork and Shannon airports, followed by Ryanair (26%), Aer Arann (3%) and other airlines (30%).

The commission said the 572 complaints derived from overall passenger traffic at the three main Irish airports during 2011 of 22.7m.

On average, the aviation regulator receives 25 complaints per 1m passengers.

The commission expressed concern that many passengers remained uncertain about which body they should contact regarding complaints. However, it said awareness by passengers of their rights had grown over the six years since the legislation had come into effect.