Complaints to airlines rocket after new EU rules

The number of complaints from passengers about airlines has trebled, according to an official watchdog.

Complaints about cancellations increased sixfold, and those about delays five-fold, the Air Transport Users Council (AUC) said yesterday, adding that it had given the names of the 10 worst-offending airlines to the Civil Aviation Authority.

In total, there were almost three times as many written complaints in 2005-06 than the previous year.

The AUC said the surge in the number of people contacting its staff followed the introduction on 17 February last year of new passengers' rights under European regulations.

Tina Tietjen, chairman of the council, said most airlines had worked hard to ensure passengers received their entitlements under the new regime, which imposes certain requirements on airlines - such as accommodation where a flight is delayed, or refunds and alternative transport where there is a cancellation.

The main message from passengers, however, was that that company policy was still not consistently applied. "There remain too many occasions when those suffering delays and cancellations are often not getting their full entitlements," Ms Tietjen said.

The AUC has provided the Civil Aviation Authority with the names of 10 airlines which have "repeatedly and intentionally" flouted the new regulations, it was revealed.

The budget airline Easyjet said that while it complied with the law, it amounted to "one of the worst pieces of legislation ever to emerge from Brussels". The airline said the regulations raised consumer expectations to "unrealistic levels" and that airlines' relationships with customers had deteriorated although they were "doing more for their passengers".

One passenger who may have preferred to stay at home was Julie Moore. She thought it couldn't get much worse when she suffered a 12-hour delay on her way from Gatwick to Dalaman in Turkey. But after a week in Turkey, the 43-year-old nurse and her two friends were subjected to another delay, this time more than 14 hours, and a change of aircraft after ground crew broke a power cable. Their baggage was left behind in Turkey because ground staff were unable to open the hold without power..

She sent a letter of complaint to the airline, but got a letter back saying that it was nothing to do with the company. "I've never experienced anything quite so unprofessional and lacking in integrity," she said.

Written complaints

Cancellations 1,983 complaints, up 567% on last year

Delays 1,969, +352%

Mishandled bags 458, +42%

Overbooking 287, +202%

Ticketing issues 285, +46%

Reservations 211, +45%

Schedule changes 118, +12%

Ground services 117, +25%

In-flight services 89, +27%

Special needs 78, +37%

Seating 68, +2%

Excess baggage 58, +14%

Documents 55, -10%

Safety 46, +44%

Baggage allowance 27, +170%

Missed connections 24, -

Disruptive passengers 21, -30%

Airline failure 20, +67%

Injury on board 19, +46%

Insurance 13, no change

Other 148, +270%

TOTAL: 6,094 ,+176%