Air passenger complaints rise by 11%

Published on Wednesday 22 July 2009 21:58

COMPLAINTS received by the air passengers watchdog increased by 11 per cent last year, reflecting growing discontent with the way airlines handle problems.

The Air Transport Users Council handled 12,307 complaints and enquiries, most of them about cancellations, delays and mishandled baggage.

However, the council, which takes up complaints airlines have failed to resolve, also reported an upsurge in concerns about reservation issues, such as extra charges.

Tina Tietjen, the council's chairman, said the increase in complaints was disappointing since recent new legislation had been aimed at enhancing passenger rights.

She said: "We received an increase in complaints about the extra charges airlines have introduced for services previously included in the fare.

"This has brought benefits to passengers in terms of potentially cheaper fares for those that don't need to use these services.

"But many passengers who contacted us were concerned that they were often not getting value for money for what they were paying for these services."