The Commission for Aviation Regulation has published its Passenger Rights Complaints Report for the period 1st January – 31st December 2011. The Report provides an overview of all complaints received in respect of both EC Regulation No. 261/ 2004 and EC Regulation No. 1107/ 2006 during that time.
The CAR received 4,084 queries during 2011. While this figure represents a 20.5% reduction on the 2010 figure, it is 64% higher than the 2009 figure of 2,495.
If a legacy of the volcanic ash and bad weather crises of 2010 is a heightened awareness of passenger rights among the general public, it appears that passengers are still unclear as to which public body is competent to address their various complaints.
Of the 4,084 queries received, 2,954 related to an assortment of baggage, pricing, safety and air carrier policy issues. Notwithstanding the range and number of queries that fell outside its official remit, the Commission responded to all the matters raised, referring passengers to the competent authorities where possible.