BA’s woes compounded
British Airways has its hands full. On top of the staff walk out over the controversial “swipe card” system, passenger complaints have soared to twice the level year-on-year.
Airline consumer watchdog, Air Transport Users Council, received 257 written and telephone complaints against BA in the last year ending March 2003, compared with 117 in the previous 12 months.
Ahead of Ryanair in second place and KLM in third, BA now has the unenviable honour of receiving the highest number of complaints, though the ATUC said this was expected to some degree given that the flag carrier was the UK’s largest airline.
Aer Lingus, Iberia, British European and Atalia, all saw complaints increase twofold over the last year.
Most airlines saw complaints rise. Only Air 2000, ranked 17th, saw fewer complaints year-on-year.
Mishandled baggage complaints made up a quarter of all complaints and around half of complaints was about luggage which found its way onto flights different to that of the passenger.
Ian Hamer, ATUC chairman said: “Once again we find ourselves lamenting the fact that increasing numbers of air passengers appear to be suffering the aggravation and inconvenience of mishandled bags.”
