New research released by the UK CAA shows that overall, 89% of air travellers are happy with the service they receive.
However, only 29% said they were satisfied with how common problems like flight delays are dealt with which rose to 31% when a delay of two hours or more occurred.
Furthermore, only 32% were happy with the support they received when baggage was lost, stolen or damage while just 18% who encountered disruption were satisfied with the length of queues and crowding at UK airports.
A further 33% said they were not satisfied with how their complaints were handled. Of the complainants, 37% said were dissatisfied with how well informed they were kept about their complaint while 35% were dissatisfied with how helpful and friendly the people dealing with their complaint were.
Another 34% were dissatisfied with any redress offered as a result of their complaint while 31% were dissatisfied with how fairly they were treated.
CAA policy director Tim Johnson said: “The consumer tracker survey helps inform our ongoing work to protect UK consumers, ensuring they are treated fairly, are aware of their rights and get value for money when buying air travel.
“It is clear there are many aspects the industry is getting right but there are some areas, including how passengers are treated during and after disruption and how they manage complaints, where some of the industry is currently falling short.”
He added airlines could improve their problem solutions by joining the CAA’s Alternative Dispute Resolution (ADR) scheme, of which 27 airlines have joined, although 30% of UK airlines are yet to do so.
Johnson said: “In order to encourage better complaint handling at UK airlines, we approved a number of Alternative Dispute Resolution services, which ensures airline passengers can get an independent and legally binding resolution, where disputes occur.
“However, while many of the largest UK airlines have now signed up to ADR, we are now urging all remaining airlines to get on board with ADR, and improve the passenger experience when complaints are made.
“If improvements are not delivered and we continue to see dissatisfaction we will not hesitate to use our regulatory and enforcement powers.”
