Travel Complaints

However carefully holiday plans are laid, flight delay and lost luggage are two unforeseeable disturbances that can affect everybody and disrupt everything.

The Flight Delay

Holidays are a precious time of the year for a great many people so it’s no surprise that complaints about travel agents, tour operators and airlines account for almost 7% of all complaints made in the UK.

One of the most common causes of travel grievance is the flight delay. It can upset carefully laid travel plans and eat into valuable holiday time. It is also a problem that often cannot be adequately compensated for, however generous the airline or tour operator; financial reparation cannot replace losing a day in the tropical sunshine or wasting a day off work.

What Rights Do Air Passengers Have?

When an airline sells a flight, it is bound by contract to take the passenger to their stated destination but there is no guarantee of arrival time.

Therefore, officially passengers cannot make a claim for compensation against the airline for a delayed flight. Any claims will need to be, if applicable, referred to either the tour operators or travel insurers.

However, the Association of British Travel Agents (ABTA) does state that charter flight passengers can refuse a place on an aeroplane delayed for more than 12 hours and expect a full refund.

Travel Insurance Cover

Compensation for any inconvenience caused by flight delay is largely the responsibility of travel insurers.

Those passengers with travel insurance should always check to see whether they are entitled to financial compensation for a delayed flight. If a delay is the fault of the airline then policy holders could, for example, be entitled to £50 reimbursement for the first four hours, and a further £50 for each additional hour.

Token Compensation

If a flight is delayed by over four hours, then it is usually regarded as being a significant delay and means passengers are often entitled to money vouchers that can be exchanged for free food and drink at the airport and also, if necessary, free accommodation. How generous the free gifts will depend on the airline or tour operator.

Lost Luggage

Alongside flight delay, lost luggage accounts for the largest number of passenger complaints.

The airline is liable for luggage carried in the aeroplane’s hold. However, its liability is very limited and passengers can only expect to receive £15 for every kilo of luggage lost.

The compensation does not take the value of the luggage into account and so a suitcase of nails would be entitled to a greater reimbursement than one filled with designer clothes.

Complaining

In the cut-throat world of air travel, where passenger traffic is more valuable than ever, major international airlines are often now more receptive to customer disgruntlement irrespective of the official line, and so it always worth complaining. Budget airlines and tour operators are less likely to sympathise with their customers and often need to be prompted into action with a complaint appeal.

When making a formal complaint it is advisable to make sure to include boarding tickets, and a record of the delay times. Also passengers that club together and complain as a group are more likely to get positive attention.

Who to Complain to?

If a problem arises during the flight procedure then action should be taken immediately. Whilst on the plane, the issue should be raised with the cabin crew and, if necessary, a complaint form requested. Whilst in the airport, complaints should be taken up with an airline representative.

If neither of these options provides an adequate response then a formal complaint letter should be addressed to the airline’s Customer Relations Department. Alternatively if the complaint relates to a scheduled flight then it can be referred to the Air Transport Users Council (AUC).

Charter Flight Complaints

Complaints relating to charter flights should be taken up directly with the tour operator because the customer has a contract with them and not the charter airline.

Reputable tour operators and travel agents are often members of the trade bodies, Association of British Travel Agents (ABTA) and the Association of Independent Tour Operators (AITO) and if a travel complaint remains unresolved then it should be taken up with the appropriate organisation.