Irish airlines draw most complaints in Europe

Almost one in five complaints against airlines in Europe last year related to Irish carriers.

According to a report on air passenger rights, the European Consumer Centre (ECC) received more than 4,000 complaints from consumers across Europe who had difficulties receiving compensation in cases of delayed or cancelled flights.

Last year, approximately one quarter of all recorded complaints were in the area of transport, with 46% of these relating specifically to air passenger rights.

When the country of the trading airline was examined, the report found that over 63% of all complaints last year related to only five countries.

Irish airlines were the most complained about at just over 18% followed by German (17%), Spanish (13.4%), British (7.7%), and French (7%) carriers.

In the first six months of the year, more than 61% of all complaints were against airlines from the same five countries. However, this year Germany (21%) took the top spot, followed by Ireland (14%), Spain (13.4%), the UK (8.3%), France (5%) and Italy (5%).

The report also found that a lack of awareness about air passenger rights, as well as problems with compliance by airlines and effective enforcement, has led some consumers to using private complaint companies to pursue claims for compensation. The company then takes a percentage — sometimes as high as 33% — of the compensation as payment.

It outlined that, as the EU regulation on air passenger rights provides for specific remedies in the event of a flight delay or cancellation, the process should be straightforward and costless for the consumer.

The ECC said that, if airlines were to comply with the legislation and follow the decisions adopted by the relevant enforcement bodies, costs could be cut by resolving complaints out of court.

The report calls for improved co-operation between national enforcement bodies, the ECC, consumer protection organisations, and the airlines sector to ensure passengers received the assistance and compensation they are entitled to.

Press and communications officer with ECC Ireland Martina Nee said the report showed that airline passengers are still not fully aware of their rights

“If there was better awareness of rights, and improvements in the level of compliance by airlines as well as enforcement, then perhaps consumers would receive the full compensation they are entitled to without the need to pay private claims companies to exercise their rights,” she said.