New consumer survey rates 72 air companies and 178 airports

Word to travelers: the quality of service given by 72 air companies and 178 airports in a satisfaction survey led a few months ago, realized thanks to the contribution of 11.273 people who evaluated more than 20.000 flight experiences in 2016. Among these, 1.414 Italians. A survey in 8 countries - Australia, Belgium, Brazil, Denmark, France, Italy, Portugal and Spain.

Altroconsumo and the other independent consumer organizations pictured lights and shadows of the flight market from the travelers’ point of view. Scores and ranking both on crisis and ordinary management. What happens in case of delays or lost luggage, flight cancellations, but also effectiveness in the check-in, punctuality, on-board staff’s service, level of cleanliness. Altroconsumo gathered both work and leisure travelers’ opinions, even on long-length distances: perception differs – the verdict on quality/price ratio includes both the amount of the ticket and the on-board experience.

Similar surveys have already been led by Altroconsumo in 2005, 2009 and 2013: the focus on the ratings of this year is available online on the organization website altroconsumo.it/compagnie-aeree.

The scores do not reward European air companies: on top of the ranking there are Arabic and Far East air carriers, which are especially appreciated for long-length flights. Three of these - Emirates, Singapore Airlines and Cathay Pacific – are on prime positions since 2009, proving the fact that the quality of the service they offer is constant in time, not linked to a favorable moment but to a strong service obviously appreciated by travelers.

There is still a lot to do about rules observance: 10% of the respondents reports luggage problems; among these 83% did not receive the compensation they were entitled to. There are no common worldwide rules obliging airlines to refund passengers. Laws existing in UE are obviously widely ignored.

25% of the respondents – a quarter – suffered a flight delay. 76% of the interviewee whose flight was cancelled never get the due economic compensation. 6% of the flights had a delay of at least two hours. Travelers rights were ignored from the companies when the delay exceeded the 3 hours: in 75% of these cases passengers did not get reimbursement. This situation is improving: in 2009, they were 91%.

Luisa Crisigiovanni, Altroconsumo Secretary-General: “An intervention and a better coordination of the surveillance authorities on a national and an international basis are needed, so that the due compensations are automatic and the inefficiencies are not discharged on consumers, as the survey shows and how it’s happening since too many years now”.

From the travelers’ point of view, among the best airports there are Singapore and Tokyo; in Europe Monaco and Porto arise. In Italy, the airport with highest score is Bari. Parameter by parameter, the entire ranking is available on altroconsumo.it/aeroporti.

The next 18^th of May, in Bicocca University there will be a conference on Transports and citizens’ rights. The passenger’s protection in a developing scenario from 14.30 to 19.00. The challenges and criticalities of a context that lives an epic change.

(ITALIAN VERSION)