The European Consumer Centre Network received about 4,900 queries or complaints concerning airlines' activities in 2006. This was almost double the figure in 2005, when roughly 2,700 complaints were received, according to a report that has been published by the network.
European Consumer Centres operate in all the EU member states as well as Norway and Iceland. Since they only deal with cross-border disputes, the complaints they receive concerning airlines probably represent only the tip of the iceberg.
Airlines based in Ireland, Spain and the UK attracted the most complaints. Irish, Swedish and German consumers were most active in reporting problems.
The biggest problem concerned luggage that had been lost, damaged or delayed. Airlines follow different policies when it comes to compensating damaged or delayed luggage, for lack of common rules. The European Consumer Centres' report emphasizes that airlines should at least inform passengers in writing concerning what to do if luggage is damaged or lost.
Consumers also complained about poor customer service. When things went wrong, airlines failed to respond or took an exceedingly long time to do so.
"Complaining requires patience. It can take as much as two months to get a response. If it takes longer than this, the consumer should not wait but should file a formal complaint. Assistance can be requested from a local consumer adviser," notes Ms Leena Lindström, the director of the European Consumer Centre Finland.
Report Air Passenger Rights: Consumer Complaints 2006
Additional information: Director Leena Lindström, European Consumer Centre Finland, tel. +358 9 7726 7826