Annual Report 2002Ã¢Â€Â”2003 - Air Transport Users Council

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Telephone Complaints and EnquiriesThe total number of telephone complaints andenquiries has levelled off this year compared with last,but we cannot be sure whether this is simply becausewe have approached the maximum number of callsthat we are able to handle. We may get a betterpicture of demand for our services during the comingyear because we have increased staff resources forcomplaints handling, and now have the capacity tohandle more calls.During the year, the main trends in our telephonecomplaints and enquiries closely mirrored those in thewritten complaints. There were fewer calls aboutdelay than in the previous period, but increaes in thenumbers of calls about mishandled baggage,reservation problems and flight cancellationsThe breakdown of categories of telephone complaintsand enquiries is at table 3 (overleaf).When Mr Z’s bag went missing,the airline said that it only had topay compensation according to hisfree weight allowance. Mr Z’sbag had weighed rather morethan his free allowance. Wereminded the airline that theWarsaw Convention merely put alimit per kilo of luggage, it madeno reference to free baggageallowancs: in agreeing to carrythe overweight bag they hadaccepted liability for it in itsentirety. The airline paid up,basing its payment on the actualweight of the bag.10
Table 3Telephone Complaints by Type1 April 2002—31 March 2003Number%of TotalMishandled baggage 775 (648) 22 (9)Ticketing 452 (513) 13 (15)Cancellation of flight 396 (249) 11 (7)Delay 296 (324) 8 (9)Reservations 255 (168) 7 (5)Other 220 (146) 6 (4)Schedules 213 (202) 6 (6)Overbooking 177 (136) 5 (4)Special needs 100 (89) 3 (3)<strong>Air</strong>line failure 93 (249) 3 (7)Documents ( visa, passport, etc…) 89 (65) 2 (2)In-flight Service 82 (98) 2 (3)Seating 79 (64) 2 (2)Tax 73 (65) 2 (2)Ground Services 62 (51) 2 (1)General information about the <strong>Air</strong>lines 57 (126) 2 (4)Safety 54 (57) 2 (2)Excess Baggage 51 (28) 1 (
Page 7: not having travelled on the same fl
Page 12 and 13: Representing PassengersAir Passenge
Page 15 and 16: Computer Reservation SystemsIn 1989
Page 17 and 18: and operation.We expressed concern,
Page 19 and 20: External RelationsAs for any repres
Page 21 and 22: THE AUC IN 2002/03ChairmanIan Hamer
Page 23 and 24: Gary MillsGary Mills is a regional
Page 25 and 26: Financial SummaryThe AUC receives i
Page 27 and 28: 9. The AUC shall make an annual rep

Annual Report 2002Ã¢Â€Â”2003 - Air Transport Users Council

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