Air Passenger Rights: - European Commission - Europa

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3.3 Complaints & disputes:
Country of consumer
COUNTRY OF CONSUMER 11 NUMBER %
SPAIN 201 18
GERMANY 144 13
UK 139 13
SWEDEN 136 12
ITALY 87 8
PORTUGAL 52 5
IRELAND 50 5
FRANCE 37 3
LUXEMBOURG 35 3
POLAND 33 3
AUSTRIA 33 3
FINLAND 23 2
DENMARK 20 2
NETHERLANDS 19 2
GREECE 14 1
LATVIA 13 1
NON EU 10 1
BELGIUM 9 1
NORWAY 9 1
CZECH REPUBLIC 6
ESTONIA 5
CANADA 4
LITHUANIA 3
SLOVENIA 3
SWITZERLAND 2
USA 2
HUNGARY 2
SLOVAKIA 1
CYPRUS 1
NOT KNOWN 1
ICELAND 1
TOTAL 12 1095
An overview of the country of residence of the
consumer from whom the complaint was made
provides interesting information on travel and
complaint habits, with Spanish consumers having
the most complaints at 18%. Countries with
smaller populations such as Sweden and Ireland
appear fourth and seventh place respectively
while a country with a large population like
France comes below in eight place. Apart from
Poland, complainants from the newer Member
States appear lower in the list and this could be
attributed to less people travelling coupled with
the fact that ECCs in the these countries are
newer than in other Member States.
11 Does not include information from Slovakia, Hungary, Belgium, Malta, Slovenia. Also only includes French information on disputes not complaints.
12 The country of consumer total does not add up to that of the total of ECCNet “complaints and disputes” figure because not all ECCs could provide
this information breakdown. In general the passenger will first contact the ECC based in their country of residence and then the complaint or dispute
will be referred to the ECC of the country where the air carrier is based. In order to ensure no double counting, ECCs were asked when providing
statistics for this question to separate those cases referred to them by another ECC and those sent to them directly by a consumer. Those
referred by another ECC were then taken out of the totals.