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AIRLINE COMPLAINTS
a GREEN DOOR TRAVEL page |
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BRITISH AIRWAYS STRIKE SHAMBLES - The crazy BA strikes still loom - well at least the 20 day strike is over. However nothing is settled so is anyone in their right minds going to book with BA until this uncertainty ends. As BA continue to lose over a million pounds a day their cabin staff must be looking forward to having Michael O'Leary as their next boss?
COMPLAINTS
The main body representing passengers the Air Transport User's Council
(AUC) states that complaints against airlines are still rising.
Obtaining adequate redress is often extremely difficult because of the airline's conditions of carriage which in
effect absolves them of responsibility for most things apart from getting us from A to B. Making a legal challenge
to these conditions is usually an expensive waste of time. Not a lot of travel good news - but we can offer some
help to mitigate airline travel problems.
DELAYS
On scheduled flights most airlines will offer meager refreshments, and on long delays, overnight accommodation
- though they are not bound to. Any consequential cost you may incur because of the delay, for example loss of
sales through missing a meeting with a client, is a strict no/no.
On charter flights your rights will normally confined to the brochure small print, some, but not all, will offer
some small compensation for long delays and supply refreshments. Read the small print before booking.
When buying travel insurance shop around to check the compensation offered for delays over 12 hours. Some will,
some won't and the amount will vary.
LOST OR DAMAGED LUGGAGE
Good news the 1929 Warsaw convention has been modified by the recent Montreal convention that 54 countries including the
EU and USA have signed. Travellers can now claim up to £850 each (formerly it was only £14 per kilo)
from airlines that lose their luggage. The bad news is that they will probably become more picky about claims for luggage contents
by demanding to see receipts. Once again the only way to get round this is to make sure you have good insurance.
Some policies limit luggage cover to £1,500 and single item limits to a maximum of £300. If you have
an expensive wardrobe is this sufficient? When packing it may be worth considering "how can I prove the value
of my luggage should it get lost?" Obviously it would be nice to have bills for expensive items, but a written
list of the items plus maybe a photograph of them laid out before you pack will save a lot of head scratching if
you have to complete a claim form later. Always leave your name and address and flight details on a card inside
your luggage on top of your clothes because sometimes all the outside labels get torn off making the luggage anonymous.
If the ultimate nightmare does happen your insurance policy need
not be your first resort. Firstly make sure that you inform the airline BEFORE you leave the customs hall and try
to get something in writing from them. Your opening shot should be that you get the airline to agree to cover the
cost of buying the essentials you will need until your luggage is recovered.
CHECKLIST FOR LOST-LUGGAGE
1/ Report the loss to the airline representative or lost-luggage
office in the baggage collection hall immediately - BEFORE going through Customs. You should ask for and be given
a 'property irregularity report' (PIR) form to fill in.
2/ Ask what the provisions are for interim payment to cover emergency
purchases and if possible get any verbal promises confirmed in writing. Depending on the airline you may be given
cash right away or an undertaking to refund the money when you supply the receipts.
3/ Check your insurance policy to see what it covers.
4/ Keep receipts of any emergency replacements you buy and a copy of the PIR.
5/ With luck you will have your bag forwarded to you within a
day or two. It is not normally considered 'lost' until SIX weeks after the flight. When it is declared lost and
if you are insured, you can claim for the full value of your luggage from your insurer, (beware they may try to
demand receipts). It will then attempt to recoup from the airline! If you have no insurance, you have no alternative
but to claim directly from the airline.
6/ For further advice, or if you have a complaint on how the airline
is treating you, contact the Air Transport Users Council (0207 2406061) www.auc.org.uk
CANCELLATIONS
When ticket sales are poor or for any other reason airlines can cancel flights at will, quite legally. However
if you cannot make the flight just try getting your money back. It is therefore worthwhile thinking carefully before
booking that cheap flight a long way in advance, because if in the end if you cannot make it can work out expensive.
RESERVATIONS & OVERBOOKING
Most complaints in this category are about mistakes - wrong names or dates on tickets for example. Most airlines
rarely admit making a mistake - it boils down to their word against yours. The way these problems are dealt with
varies from airline to airline, but if there is an error on the ticket there is a strong possibility that you will
turn up at the desk and not fly. The airline holds all the cards, so the golden rule is to double and triple check
everything at the booking stage and when you receive your tickets. Be especially careful when booking over the
phone or on the Internet.
OVERBOOKING
Airlines regularly overbook in the hope that not everyone will not turn up but sometimes of course they end up
with too many passengers. Rights in this area are a little better. In the EU Passengers must be offered one of
three choices - a/ a full refund, b/ the earliest alternative flight of your choice c/ your choice of flight at
a later date. You are also entitled to cash compensation - about £90 for flights under 2,200 miles, £180
for longer flights or half these amounts if the airline can get you to your destination within 2 hours of the original
flight arrival for short-haul or four hours for long-haul. The exact amounts depend on exchange rates. Airlines
should also meet other delay costs such as refreshments, phone calls and if necessary hotels.
Similar rules apply in the USA.
SEATING
There is a CAA stipulation that there must be at least 26 inches between the front and back of seats in each row,
but see chart below for best buys. Able-bodied people must occupy seats next to emergency exits and most airlines
will ensure that young children are seated with a parent. Apart from that passengers have no rights. Tips - try
to book seats when buying tickets or turn up early for check-in and ask for the seat you want. You can check the
seating plans of 17 leading carriers by going to www.corporatetravelsafety.com/Airline%20seat%20map.htm New comers to economy carriers will be horrified to learn that some cheap airlines do not allocate
seats at check-in, the only way to obtain a decent seat is to get to the front of the queue at the gate and elbow
your way on board!
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AIRLINE long haul
Air New Zealand
American Airlines
British Airways
Cathay Pacific
Emirates
Japan Airlines
Malaysia Airlines
Quantas
Singapore Airlines
South African Airways
Thai Airways
Virgin Atlantic |
Seat distance
34 inches
34 - 36
31
32
32 - 34
34
34
32
32
34
32
31 - 32 |
AIRLINE Chartered
Air 2000
My Holidays (ex Airtours)
Britannia
JMC
Monarch |
Seat distance
30 inches
29 - 31
30
30
30 |
EXCESS BAGGAGE
For a change some sympathy here for the airlines. They are entitled to charge 1.5% of the full economy far per
extra kilo, so it can be very expensive. Be warned airline can be inconsistent about this, sometimes they will
turn a blind eye, other times they will be strict. The same applies to excess cabin baggage. Culprits very seldom
receive any sympathy form fellow passengers because excess baggage, especially in the cabin, causes resentment
and could hinder an emergency evacuation.
IN-FLIGHT SERVICE
Many complaints are about special meals - failure to provide kosher or vegetarian. Most airlines just say tough
luck if they do not have sufficient of the right meals, maybe the best, (and most nutritious) solution is to take
your own. The most effective way to deal with poor service is to complain loud and long and follow it up in writing.
If you do not receive satisfaction the only solution is to vote with your feet and use another carrier the next
time.
MORE INFORMATION
Contact the Air Users Council on 0207 2406061 or www.auc.org.uk alternatively see our
Consumer links page.
CUSTOMER CARE
A recent report from the AUC criticised the airlines, especially the budget carriers, for the poor way they handled
customer complaints. The report was given extensive coverage on UK radio and TV but it was interesting that it
received scant comment in the newspapers. Could it be that the high levels of advertising they receive from airlines
make them scared of "biting the hands that feed them"? If so what price editorial independence? It was
also disappointing that airline spokesmen just dismissed any idea of criticism. It seems that with budget carriers
you get what you pay for and if anything goes wrong don't expect any satisfaction!
AMERICAN CUSTOMS
We love visiting the USA but hate their rude Customs officials
and inefficient procedures. Once in the States however there is a free phone number to complain about Customs,
it is 1877 227 5511.
SORRY but we cannot supply advice on individual travel problems
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