AIR TRAVEL attracted the largest single number of cross-border consumer complaints last year, according to the annual report of the European Consumer Centre in Dublin.
The vast majority of the complaints handled by the centre were from consumers in other European countries complaining about Irish airlines, according to the report.
More than 3,800 consumers contacted the centre last year, up 7.5 per cent on 2008, giving rise to over 2,600 complaints.
Of these, 2,158 were from Irish consumers while 444 were made against traders based in Ireland.
In addition, 1,019 complaints by Irish consumers or against Irish firms were made in European Consumer Centres in other European countries.
Air travel accounted for 15.5 per cent of overall complaints, similar to the number of complaints in relation to the purchase of electronic goods.
Complaints about satellite television services and concert tickets accounted for 13 per cent of the total.
The centre said it succeeded in resolving 74 per cent of the cross-border complaints in which it was actively involved. As a result, more than €86,000 was refunded to consumers, equivalent to €376 for each case resolved.
Most air passenger rights complaints related to flight cancellations, luggage issues, or fees and charges imposed by airlines.
More than 90 per cent of these complaints were from consumers in another European country.
The centre attributes this to the presence of Ryanair, Europe’s largest low-cost carrier, in the State.
The report expresses concern about the amount of luggage misplaced, as well as the manner in which airlines handle luggage complaints. It says obtaining adequate compensation for lost luggage remains a significant obstacle for consumers.
While current rules limit the liability of airlines for lost or damaged luggage to about €1,334, the centre says there are no guidelines on how compensation is calculated and policies differ among different airlines.
According to the report, air passengers are largely unaware of their rights under EU regulation, with only 5 per cent able to identify their rights in the case of flight cancellation, delay and lost luggage.
The most frequent complaints about car rentals related to terms and conditions imposed by rental companies and hidden charges.
Other problem areas were the imposition of charges for alleged damage after the car was returned and issues around availability.
Consumers reported being charged even in instances where the rental company was unable to provide a car.
