Almost half of passengers experienced disruption on their last flight but many didn’t bother to complain because it was too much effort, according to new research.
The CAA’s latest consumer tracker research reveals 45% of people experienced disruption on their last flight and 56% of those surveyed were not satisfied with the information provided to them when things went wrong.
Nearly two-thirds (69%) were not satisfied with the arrangements made to look after them.
Almost one in five (18%) of those with a grievance consider making a formal complaint, but 46% don’t end up doing so, mainly because it would take too much time and effort.
Crowding, long queues and flight delays are the most common problems that cause dissatisfaction.
Overall, the research, which began in the spring of 2016, reveals that passengers enjoy flying, but have become less satisfied over the past two years.
The CAA said: "We believe this shows how the industry is getting it right in many areas, but needs to work on others, such as provision for disabled passengers and those who experience disruption.
"An important finding from the research was slowly, but steadily declining levels of consumer satisfaction with flying.
"Overall satisfaction levels have fallen from 90% in March 2016 to 86% in October 2017.
"The percentage of those who claim to enjoy air travel also fell – from 57% two years ago to 53% in the latest wave."
The research was carried out by Ipsos MORI.
