24.07.08
For the first time in 6 years the number of complaints to a UK air passenger watchdog dropped. But the Air Transport Users Council (AUC) said that the fall could be due better complaint handling by airlines, rather than an increase in passenger satisfaction. The council added that some passengers have experienced difficulty complaining due to an EC regulation that requires certain complaints to be dealt with in the country where the problem occurred.
The AUC said yesterday that in the 12 months ending on March 31, it received 5582 written complaints compared with 6289 in the previous 12 months, a drop of 11.4%. It also received 5495 telephone complaints in the 12 months ending at the end of March - a drop of 4.6% on the 5757 for the previous 12 months.
The biggest single issue was flight cancellations. In written complaints the second-biggest issue was delays, with mishandled baggage second in the list of telephone complaints.
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