FLIGHT DELAY RIP-OFF

Passengers cheated out of millions in compensation by ruthless airlines

RUTHLESS airlines are today accused of cheating holidaymakers out of millions of pounds in compensation for delayed flights. As the industry faces a growing backlash for poor customer service, rip-off extra charges and cramped seats, an investigation has discovered airlines are routinely failing to give passengers the money to which they are entitled. Among the worst offenders, according to

consumer group Which?, are Ryanair, Thomson Airways, British Airways, Emirates and Norwegian Air.

Brussels’ rules state that passengers flying from the EU or with an EU airline can claim up to £530 (600 euros) in compensation if their flight is more than three hours late.

Until last year, British passengers whose complaint had been rejected by the airline had to take their case to industry regulator the Civil Aviation Authority (CAA).

Which? discovered that the CAA found in favour of passengers in 53 per cent of cases it ruled on in the year to August 2016.

Some airlines have proved particularly reluctant to honour legitimate claims. Norwegian Air was advised by the regulator to pay compensation in 83 per cent of cases.

Spanish airline Vueling was told to pay up in 79 per cent of cases, while Ryanair was not far behind, on 77 per cent. BA is also a serial offender. A total of 1,166 of its flights were delayed by more than three hours last year. It was advised by the CAA to pay up in almost half (48 per

‘This is totally unacceptable’

cent) of cases which it had previously rejected in the year to August.

The figure for Thomson Airways was 69 per cent, for Thomas Cook 41 per cent, and 39 per cent for easyJet.

Alex Neill, of Which?, said: ‘Some airlines seem to be making it as difficult as possible for passengers to receive the money that they are rightly entitled to for flight delays.

‘We want to see airlines introduce measures so that, where possible, passengers are compensated automatically.’

The CAA data does not give the reasons for claims being rejected, but airlines often cite ‘extraordinary circumstances’ such as bad weather and technical problems.

They have also been exploiting the fact that the CAA has no power to enforce its judgments, according to Which?.

Labour MP Louise Ellman said: ‘This is totally unacceptable and clearly against the interests of passengers. The rules and their enforcement must be strengthened.’

The compensation system was overhauled last year. Most passengers must now take complaints to one of several new ‘alternative dispute resolution’ bodies, depending on which one the airline has signed up to.

These include the Centre for Effective Dispute Resolution (CEDR) – which includes BA and easyJet – and the Retail Ombudsman, which covers Ryanair among others. These bodies have stronger powers than the CAA and can force airlines to pay up.

But there are concerns that the system puts many people off complaining because the CEDR charges a £25 fee if it rules against the passenger. A British Airways spokesman said: ‘We fully honour our EU compensation obligations and process claims as quickly as possible.’

A Ryanair spokesman said: ‘These 504 complaints were received in an eight-month period in 2016 when Ryanair carried more than 83million customers. This shows just how good Ryanair’s compliance [with EU rules] is.’

An Emirates spokesman said: ‘The safety of our passengers and crew always comes first and many flight delays are caused by factors that are beyond our control. In the event of flight delays or cancellations, we always ensure that our customers are looked after.’ Last night, a CAA spokesman said: ‘We are continuing our work to ensure that airlines provide passengers with the support they are entitled to, and to ensure as many airlines as possible are making sure their passengers can use dispute resolution services to assist them with their complaints.’