Complaints against airlines remain high

A total of 2,160 complaints were made to the Commission for Aviation Regulation (CAR) by airline passengers during the first half of 2011.

This marks a 7 per cent decline when compared with the same period last year when a record number of complaints were received following the volcanic ash crisis.

Complaints for the first half of 2011 were, however, up 40 per cent compared with the same six-month period in 2009.

The commission cited the adverse weather conditions which prevailed across Ireland and continental Europe last winter as a factor in 60 per cent of complaints filed.

“It is clear from these findings that adverse events such as weather conditions can have a sustained effect on the numbers of complaints coming through our office. Due to the volcanic ash crisis, 2010 was the busiest year to date in terms of passenger complaints and queries and this higher trend has continued into the first half of 2011," said Patricia Barton, manager of air passenger rights with the commission.

A total of 2,164 queries were received by the organisation during the first half of 2011, of which 1565 were found to relate to an assortment of baggage, pricing, safety and air carrier policy issues.

The remaining 599 were deemed valid complaints under EC Regulation 261, and therefore required further investigation.

In 35 per cent of cases investigated by the commission, refunds were given while in a further 22 per cent of cases, the complaints were either withdrawn or of such a nature that no redress was obtainable. In 6 per cent of cases, compensation was offered to complainants.

Of the total number of complaints received during the first half of 2011, 242 related to departures from airports located within other EU member states.

A total of 238 complaints filed were from Aer Lingus passengers. Of these 183 related to cancellations, 30 to long delays and 4 to denied boarding. A further 21 complaints required no further action by the Commission.

Some 229 complaints from Ryanair passengers were received with 128 of these relating to cancellations, 60 to long delays, 12 to instances of denied boarding and 29 required no further action by the Commission.

Coinciding with the publication of today's report, the commission also announced a new website which is designed to make it easier for airline passengers to find information about their rights. Flightrights.ie also enables users to file complaints online.

Ryanair, which has been highly critical of aviation regulator Cathal Guiomard, today called for the immediate closure of the commission which it called "pointless and irrelevant."

“Ryanair and Aer Lingus carried 40 million passengers in the first six months of the year but just 599 valid complaints, or less that 1 per 65,000 passengers, were received by the useless CAR quango," said the airline's spokesman Stephen McNamara.