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Baggage complaints soared last year
More than a quarter of passenger grumbles related to lost luggage
Mishandled baggage accounted for nearly a quarter of the total number of complaints received by the Air Transport Users’ Council (AUC) last year. In the year to 31 March, there were 1,163 complaints about mishandled luggage, out of a total of 5,332 written or telephone complaints.
Ian Hamer, chairman of the council, reportedly told the Daily Telegraph that new rules governing compensation for lost luggage will lead to improvements in the way carriers handle passengers’ baggage. The present maximum payout for lost luggage is £17 per kilo or £300 for 20 kilos; under the new rules the maximum payout will be £850.
The AUC figures also highlighted the fact that complaints made against British Airways more than doubled last year, from 117 to 257 – and the figures clearly do not include the recent industrial action involving BA, which led to some 80,000 bags being delayed.
Ryanair received the second highest number of complaints, up from 77 to 201; in fact, all but one of the top 20 carriers in the survey received more complaints than last year. The exception to the rule was Air 2000.
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