23 July 2009

Complaints about airlines on the rise

Customer complaints about airlines have risen by 11%, according to the latest figures from the Air Transport Users Council.

The consumer support group says it handled 12,307 complaints and enquiries in the 2008-9 financial year, compared with 11,077 the year before.

"We accept that the number of passengers who complain to us is tiny compared to overall passenger numbers," said AUC chairman Tina Tietjen.

"But we think the complaints we receive give an indication of the complaints received by airlinesÃ¢â¬â¢ customer relations teams. And they often give us an inside track into the policy of an airline towards a particular issue."

Top of the list of complaints were cancellations, delays and mishandled baggage, while new technology being used by airlines has led to a wave of other complaints.

Technology designed to help passengers book, amend reservations and check-in online has brought its own problems, according to the AUC.

"Last year we received 415 written complaints about reservation issues, compared to 318 the previous year. The complaints covered a number of problems concerning making or changing a reservation," said the AUC's annual report.

"This included passengers being charged twice for a booking, incorrect names or dates being entered into the booking, and general confusion for consumers about the fees airlines charged to change reservations."

Here is a break down of the types of most common complaints:

Cancellations 3,770
Delays 1,529
Mishandled baggage 1,220
Reservations 1,025

By Bev Fearis