Three out of four airline passengers do not complain - survey

Air travellers believe carriers do not listen research finds

Ryanair signage at Dublin Airport. The airline was ranked fourth in the survey of customer satisfaction.

Ryanair signage at Dublin Airport. The airline was ranked fourth in the survey of customer satisfaction.

 

About three out of four airline passengers do not bother complaining when they are unhappy as they do not believe they will be heard, a survey published on Tuesday says.

A study published by customer care software company Clarabridge shows that air travellers have little faith in airlines’ complaint procedures. Almost three quarters of the 2,500 people surveyed said that they did not bother complaining in the first place.

One third said that their complaints were ignored, and of those who had received a response, 31 per cent believed that the airlines were not actually listening to them.

Clarabridge published the survey as Europe’s biggest airline, Ryanair, is still grappling with problems that forced it to cancel an average of 50 flights a-day up to the end of October in a move that will hit more than 300,000 passengers.

The study was carried out before Ryanair became engulfed in the controversy 10 days ago. It ranked the Irish airline as number four for customer satisfaction, behind British Airways, Easyjet and Virgin, but ahead of Air France KLM.

Germanwings topped the list of the five worst, followed by the insolvent Air Berlin, LOT, Alitalia – which is also in severe financial trouble - and Spanish carrier, Iberia, a sister airline of British Airways.

The key factors for people choosing one airline over another were price and flight times.

The Irish Times Logo
Commenting on The Irish Times has changed. To comment you must now be an Irish Times subscriber.
SUBSCRIBE
GO BACK
Error Image
The account details entered are not currently associated with an Irish Times subscription. Please subscribe to sign in to comment.
Comment Sign In

Forgot password?
The Irish Times Logo
Thank you
You should receive instructions for resetting your password. When you have reset your password, you can Sign In.
The Irish Times Logo
Please choose a screen name. This name will appear beside any comments you post. Your screen name should follow the standards set out in our community standards.
Screen Name Selection

Hello

Please choose a screen name. This name will appear beside any comments you post. Your screen name should follow the standards set out in our community standards.

The Irish Times Logo
Commenting on The Irish Times has changed. To comment you must now be an Irish Times subscriber.
SUBSCRIBE
Forgot Password
Please enter your email address so we can send you a link to reset your password.

Sign In

Your Comments
We reserve the right to remove any content at any time from this Community, including without limitation if it violates the Community Standards. We ask that you report content that you in good faith believe violates the above rules by clicking the Flag link next to the offending comment or by filling out this form. New comments are only accepted for 3 days from the date of publication.