Passenger satisfaction with flying falls amid frustration over the way airlines handle complaints

Passenger satisfaction with flying falls amid frustration over the way airlines handle complaints

  • Only 82 per cent of passengers say they are satisfied with flying experience 
  • The figure is down from 83 per cent in April and 90 per cent two years ago 
  • Londoners are the least satisfied with flying with only 76 per cent happy  

Jennifer Newton for MailOnline

and
Press Association

Satisfaction with flying has fallen over the past two years amid frustration over how airlines handle complaints, new research suggests.

Some 82 per cent of passengers are satisfied with the overall flying experience, according to a Civil Aviation Authority (CAA) poll.

This is down from 83 per cent in April and 90 per cent in 2016.

A new poll by the Civil Aviation Authority has revealed that only 82 per cent of British airline passengers are satisfied with the overall flying experience 

A new poll by the Civil Aviation Authority has revealed that only 82 per cent of British airline passengers are satisfied with the overall flying experience 

The poll indicates that Londoners are the least satisfied with flying (76 per cent) while passengers from Northern Ireland are the most satisfied (87 per cent).

The CAA commissioned the poll of 3,538 adults in autumn for its latest UK aviation consumer survey.

The findings highlight how important it is for airlines to improve their complaints-handling procedures.

Some 60 per cent of people who were dissatisfied or neutral about how a complaint was dealt with said this would make them think twice about booking with that airline in the future.

The proportion of recent flyers satisfied with how a complaint was handled was 64 per cent – the same score recorded in the spring survey. In October 2017 the figure was 53 per cent.

CAA policy director Tim Johnson said: ‘While the numbers show a positive story overall, it is important for the industry to continue to improve in areas where consumers are less content, such as complaint handling.

The CAA commissioned the poll of 3,538 adults in autumn for its latest UK aviation consumer survey 

The CAA commissioned the poll of 3,538 adults in autumn for its latest UK aviation consumer survey 

‘This is particularly important given new findings in this survey showing how poor complaint handling can make many consumers think twice about flying with an airline again.’

A spokesman for trade association Airlines UK, which represents UK carriers, said: ‘In the vast majority of cases passengers have an enjoyable travelling experience.

‘More people are choosing to fly than ever before and airlines are committed to consistently improving their offering whilst delivering travel at lower cost.

‘Sometimes things do go wrong and it is good to see that these results show further improvements in satisfaction around complaints handing, which compare favourably with other transport modes.’


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