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No-frills “not dealing with complaints well”
No-frills carriers have been hit by a “surge” in complaints because they try to stick to “unrealistic” timetables, according to a report by the Air Transport Users’ Council (AUC).
According to The Guardian, the AUC report shows that the number of complaints relating to cancelled flights rose by 32 per cent in the year to March, with “the bulk” of complaints relating to no-frills carriers.
However, Ryanair is praised in the report after the number of complaints against the Irish carrier dropped by 20 per cent.
James Fremantle, of the AUC, is quoted as saying: “The no-frills airlines do appear to be cancelling more flights. Easyjet in particular has struggled to keep enough aircraft available for all its routes. Our feeling is that when complaints arise, the no-frills airlines are not dealing with them as well as they might.”
Overall complaints to the AUC, which essentially deals with complaints that have not made progress with individual carriers, rose from 1,675 to 1,750, The Guardian reports.
Easyjet, perhaps predictably, reacted to the report in a bullish manner, pointing out that the number of complaints received equated to one for every 1,050 flights.
A statement reads: “It is worth noting that the easyJet cancellation rate in the 12 months to March was 5.75 flights in every thousand. British Airways, by comparison in the same period, cancelled 14.8 flights in every thousand.”
Report by Tim Gillett, News From Abroad
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