Passengers rate airlines low on customer care during flight delays
Caribbean airlines get a lot of stick for flight delays, poor communication with passengers and and lack of adequate compensation for inconveniencing travelers. Some of the world’s best known airlines aren’t escaping similar criticism.
A survey by a leading consumer rights solicitors firm found that airlines are falling short in the level of customer service provided to passengers when it came to delayed flights.
The UK-based Bott & Co specializes in personal injury, flight delay and holiday illness claims. It surveyed more than 800 passengers who experienced flight delays ranging from three to 24 hours. British Airways, Virgin, Ryanaiir, Thomas Cook and easyJet were among the carriers the travellers used.
It found that travellers felt the airlines didn’t provide enough information about their delay. Most of them were left in the dark about the cause of the delay and how long it would be.
What passengers said
- 62% said the airlines didn’t provide information about how the long delay would be.
- 61% said the airline didn’t tell them the cause of the delay.
- 65% of those who were informed of the delay felt that they were not provided with accurate information.
- 72% felt unsatisfied with the level of information about the reason for the delay.
- 72% felt they didn’t get the level of food and drink expected in relation to the length of their delay.
Bott & Co says it has helped over 50,000 passengers reclaim compensation for flight delays. Head of the flight delay compensation team, Kevin Clarke, said he was not surprised by the results of the survey.
“Not only are [passengers] frustrated by the delay, but they are doubly frustrated with the lack of information and care they are provided with during their delay,” he said.
“We speak to thousands of clients each month, and the majority of them feel let down in the level of care and assistance they are provided during their delay.”