Air passengers in Latvia – the most pas­sive in Baltics in terms of com­plaint sub­mis­sion

Baltic News Network - - Front Page -

Latvia is be­hind Es­to­nia and Lithua­nia when it comes to the num­ber of com­pen­sa­tion re­quests, as re­ported by Sky­cop flight com­pen­sa­tion pro­cess­ing com­pany. Data com­piled by the com­pany shows that there had been a rapid climb of the num­ber of com­pen­sa­tions sub­mit­ted in Baltic States in Q4 2017.

«In 2017, Baltic res­i­dents be­came more ed­u­cated about their rights as air­line passengers. As prob­lems with flights be­come an everyday oc­cur­rence, more and more rarely res­i­dents de­cide to stay silent. Since the com­pany’s foun­da­tion in May 2017, Sky­cop now pro­cesses 30 times more com­pen­sa­tion re­quests than it had pro­cessed in sum­mer 2017. The num­ber of pro­cessed com­pen­sa­tion re­quests con­tin­ues dou­bling with ev­ery pass­ing month,» re­ports Sky­cop CEO Mar­jus Stonkus.

Com­pen­sa­tion re­quests ben­e­fited a lot from the com­pany’s de­vel­op­ment of pro­cess­ing man­age­ment mech­a­nisms and the in­creased num­ber of em­ploy­ees. The com­pany now man­ages a com­pen­sa­tion port­fo­lio work more than EUR 3 mil­lion.

Sky­cop re­ports that its goal was pre­sent­ing it­self as a com­pet­i­tive and ef­fi­cient com­pen­sa­tion pro­cess­ing com­pany. The com­pany has also started ed­u­cat­ing res­i­dents about their rights when us­ing air­line ser­vices in Eu­rope. This year Sky­cop plans to sta­bi­lize its po­si­tions on the mar­ket and per­form ma­jor de­vel­op­ment ac­tiv­i­ties to make pro­cesses more ef­fi­cient and quick. It is also planned to start pro­vid­ing ser­vices in lo­cal lan­guage in Latvia.

«The sit­u­a­tion keeps rapidly de­vel­op­ing. We have plans to in­crease the num­ber of em­ploy­ees to 200 and ex­pand our client port­fo­lio to 300,000 re­quests,» says Sky­cop CEO Mar­jus Stonkus.

He also says Sky­cop iden­ti­fied sev­eral flaws of the avi­a­tion mar­ket in the very first year of work. This in­cludes, for ex­am­ple, non-de­fined min­i­mum cost pe­ri­ods within which it is le­gal to pay com­pen­sa­tion to passengers af­fected by flight prob­lems, and flaws in reg­u­la­tions, when strikes of air­line em­ploy­ees are de­fined as «emer­gen­cies». The com­pany plans to fo­cus on those prob­lems in the fu­ture and in­vest con­sid­er­able re­sources into im­prov­ing the sit­u­a­tion for the good of air­line passengers.

Ieva Čīka/LETA

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