Delays and long queues spark drop in airline passenger satisfaction

Airline passenger satisfaction has dropped over the past two years amid disappointment with delays and long queues, new figures show.

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

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

Just 77 per cent of passengers were satisfied with the on-board experience during their last flight, down from 81 per cent 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 North East (90 per cent) and the North West (89 per cent) were the most happy, while those from the East Midlands (77 per cent) and Wales (78 per cent) gave the lowest ratings.

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

"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."

A spokesman for Airlines UK, representing UK carriers, said: "UK airlines work hard to ensure that passengers have an enjoyable travelling experience, and as the latest CAA tracker shows, in the vast majority of cases this is already happening.

"Airlines are committed to consistently improving their offering whilst delivering travel at lower cost, and it should be remembered that fares have come down by an average of 40 per cent over the past couple of decades, with more people choosing to travel by air than ever before.

"Occasionally things do go wrong and that is why airlines provide support to passengers, including complying with all legal requirements on passenger rights and consumer protection - paying compensation when it is due and offering great customer service to their 270 million passengers, in what is a highly competitive industry."