Passengers ‘kept in dark’ about flight delay rights

Passengers ‘kept in dark’ about flight delay rights

Passengers are being kept in the dark with a lack of information when their flights are delayed, a new poll reveals.

The survey of more than 800 travellers found that many airlines are falling short in the level of customer service provided to passengers with delayed flights.

Passengers felt carriers do not provide enough information about delays, with the majority of them having no explanation about the cause and how long they will be delayed.

The study conducted by law firm Bott & Co found:

• 62% of passengers said the airlines didn’t provide information about how the long delay would be.
• 61% of passengers said the airline didn’t tell them the cause of the delay.
• 65% of passengers who were informed of the delay felt that they were not provided with accurate information.
• 72% of passengers felt unsatisfied with the level of information about the reason for the delay.
• 72% of passengers felt they were not provided with the level of food and drink they would expect in relation to the length of their delay.

The survey covered passengers who have flown with Thomson (18%) Thomas Cook (16%) Ryanair (12%) easyJet (12%) Monarch (8%) Jet2 (7%) British Airways (5%) Virgin (2%) and Wizz Air (2%) plus others.

To help passengers understand their rights better, the company has created a downloadable flash card for passengers to take to the airport to use in cases of delay.

The flash card states clearly what the airlines must provide legally to the passengers in these situations.

Kevin Clarke, head of the firm’s flight delay compensation team, said: “We’ve helped over 50,000 passengers reclaim compensation for their delays and the message about why they choose to claim is loud and clear.

“Not only are they frustrated by the delay, but they are doubly frustrated with the lack of information and care they are provided with during their delay.

“It is their disappointment with the way they have been treated that motivates them into making a claim more than anything else.

“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.

“Care and assistance is as much a part of EU Regulation 261/2004 as the right to claim financial compensation.

“While airlines may be very good at offering hotel accommodation and transport, they are clearly lacking in offering food and drink vouchers and information.”


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