Call for an instant quote 0345 90 80 161
Open Mon to Fri 09:00 - 17:30 | Sat 09:00 - 16:00 (GMT)
02 January 2019 09:12
Air passengers from Northern Ireland are the most satisfied
The number of travellers satisfied with flying has fallen over the last two years over frustration with how airlines handle complaints, new research reveals.
According to a poll by the Civil Aviation Authority (CAA), 82% of passengers are satisfied with their flying experience, down from 83% in April 2018, and 90% in 2016.
Passengers from London are the least satisfied with flying (76%), while the survey found travellers from Northern Ireland are most satisfied (87%).
Improve procedures
The CAA commissioned the poll of over 3,500 adult air passengers as part of its latest UK aviation consumer study, which highlights the need for airlines to improve complaint-handling procedures.
Some 60% 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% - the same score recorded in the spring survey. In October 2017 the figure was 53%.
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.
"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."
Compare favourably
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."
If you're flying off on your holidays in 2019, make sure you have the right cover to meet your needs by checking out our great range of travel insurance options.
19 January 2019
Every three seconds, someone in the UK has an asthma attack - new figures show.
[more...]
18 January 2019
A plant-based diet is needed to protect future generations and safeguard the wellbeing of the planet, according to experts.
17 January 2019
Campaigners are protesting outside the High Court in London as the legal challenge against Heathrow Airport's controversial expansion ramps up.
16 January 2019
A new way to predict a woman's risk of breast cancer has been unveiled by scientists - and it's the most comprehensive method yet.
15 January 2019
NHS commissioners could be slapped with a £2,500 fine for every patient left waiting more than a year for vital care, new proposals suggest.
12 January 2019
All UK airports should buy anti-drone technology and not rely on the Royal Air Force to help out, Defence Secretary Gavin Williamson has said.
10 January 2019
The military was brought in on Tuesday night after police officers saw a drone operating at Heathrow Airport, forcing departures to be suspended for an hour.
11 January 2019
A so-called "drug sponge" that mops up leftover drugs from cancer treatment could improve the effectiveness of chemotherapy, new research has claimed.
09 January 2019
A hormone released during exercise could help protect the brain from Alzheimer's disease, new research suggests.
08 January 2019
Ryanair has been labelled the worst airline operating in the UK for the sixth year running in a leading consumer group survey.
05 January 2019
Anti-drone technology will be deployed at the UK's two busiest airports in response to the disruption caused before Christmas.
04 January 2019
A new cancer-detecting breathalyser test is being trialled in the UK - in a move that could revolutionise the way the disease is diagnosed.