Airlines companies have reacted angrily to a flight delay compensation report which ranked airlines on their handling of flight delay compensation claims.
The flight delay compensation report was compiled by Airhelp – a company that claims to help passengers recover compensation for delayed and cancelled flights in the past three years (most claims management companies are prepared to assist passengers with claims going back six years).
The report was compiled using five different elements – Quality Performance, Delay Performance, Claim Handling, Claim Turnaround and Payout Time – and ranked each airline according to the experienced of clients on whose behalf the company has pursued compensation.
The results were somewhat surprising to many industry observers, with Lufthansa appearing in the top three airlines in the flight delay compensation report, and EasyJet in the bottom three. Ryanair and Virgin Airlines also fared poorly in the flight delay compensation report, but Jet2.com were not included at all!
Airline companies came out fighting when details of the flight delay compensation report appeared in the Telegraph. A spokesperson for EasyJet defended the airline’s record, saying: “We do not believe the AirHelp ranking paints an accurate picture. EasyJet has been commended by the UK’s regulator, the CAA, for its handling of EU261 claims”.
A spokesperson for Virgin said: “Along with other airlines, we strongly question the validity of this flight delay compensation report. We do everything we can to respond as quickly as possible and on average pay all eligible EU261 claims between 14 and 28 days after receipt.” The spokesperson for Ryanair was a little less diplomatic in his response to the report. He said:
“We don’t comment on fake ‘surveys’ fabricated by compensation chasers to generate publicity and are amazed that newspapers publish them. The fact that over 90 per cent of our flights are on time and we receive the fewest complaints highlights how irrelevant this ‘survey’ is.”
Airline companies were not the only organizations to query the validity of the flight delay compensation report. Nathan Stower, Chief Executive of the British Air Transport Association (BATA) said he confidently predicted that the research would not be winning any statistical prizes because it was based on the supposed experiences of the company´s customers and was therefore “simply not representative or statistically robust”.
The concept of the flight delay compensation report was to give delayed passengers a picture of the level of service they could expect when making a claim for compensation. In our experience, claims for flight delay compensation are dealt with individually according to their merit. This would make any such report completely and utterly meaningless.Read More