Dip in airline passenger satisfaction due to delays

AIRLINE passenger satisfaction has declined over the past two years amid disappointment with in-flight experiences, new figures show.

The percentage of people satisfied with their last flight dropped from 90% in spring 2016 to 83% in spring 2018, according to Civil Aviation Authority (CAA) research.

The latest survey found many passengers are unhappy with how common problems are handled, including delayed luggage (58%), long queues at immigration (56%) and flight delays (37%).

Just 77% of passengers were satisfied with the on-board experience during their last flight, down from 81% in spring 2016. This is the most important factor in determining satisfaction with the overall process from arriving at an airport to collecting baggage on arrival.

Passengers flying from the NorthEast (90%) and North-West (89%) were the most happy, while those from the East Midlands (77%) and Wales (78%) gave the lowest ratings.

CAA director Tim Johnson said: “Although satisfaction remains high at 83%, our last two surveys have shown a reduction from 90%.

“Delays and disruption can be caused by a range of different factors. Some of these are within the control of airlines and some are not.

“Whatever the cause, these delays can be frustrating for passengers. We expect airlines to always provide prompt and accurate information and if passengers are entitled to further care and compensation, this should be provided without delay.”