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Ryanair tops Swedes' airline 'complaint list'

Oliver Gee · 30 May 2012, 17:08

Published: 30 May 2012 17:08 GMT+02:00

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Ryanair, the budget airline based in Ireland, tops the list when it comes to being found culpable in consumer complaints against airlines, according to new information from the National Board for Consumer Disputes (Allmänna reklamationsnämnden - ARN), wrote the Aftonbladet newspaper.

The airline was found at fault 75 times out of 127 complaints received since January last year, mostly due to lost baggage and cancelled flights.

With the 75 instances in which customers' complaints were deemed either valid or partly valid, Ryanair tops the list head and shoulders above second placed Norwegian Air (66), followed by Lufthansa (65) and SAS (46).

However, SAS had the most complaints lodged against them by Swedes during the period, 174 in total – but only 46 of these resulted in findings of fault, some 26 percent, compared with 59 percent for Ryaniar.

Meanwhile regional carrier Malmö Aviation had a 100 percent "conviction" rate, having been found in the wrong in all of the 16 complaints filed about the airline.

Complaints to ARN are only reported after passengers and airlines cannot agree on a suitable compensation following an alleged disservice, however ARN’s involvement does not necessarily result in action from the airlines.

Story continues below…

“We have no leverage to force the companies to do something, the decisions we make are only recommendations. But in the majority of the cases, 72 percent, they follow our decisions,” said Björn Kerlin, spokesperson of ARN, to Aftonbladet.

Other airlines to feature in ARN’s list include KLM and British airways, with Thai Airways, Finnair and recently bankrupted Skyways rounding out list.

Oliver Gee (oliver.gee@thelocal.se)

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Your comments about this article

17:48 May 30, 2012 by Tamm O'Shanter
Ho! Some folks want it all ways.

Many people fly Ryanair because of the 'low fares'. ...thing is, you have to accept O'Leary isn't always going to get it right - or continue complaining and maybe have my illustrious fellow Irishman decide its just not worth operating in Sweden anymore....
19:30 May 30, 2012 by Frank Arbach
I'd be interested to know how many of these moaning Swedes change from Ryanair, to their absolutely wonderful SAS (or other carriers) - on the basis of their dissatisfaction.

Not many, I bet....
20:54 May 30, 2012 by viennacalling
I note that a lot of airlines had complaints which is quite surprising, I think that the airlines need a re education that the customer is the reason for their business and that the customer is always right!

this goes the same for Banks (a four letter word BANK)

and yes car hire companies , another bunch of LOW LIFES !!!!!
13:59 May 31, 2012 by Mb 65
Why don't they complain about the high price of cars. The are at least !00000kr more than some other EU countries. the car dealers have a monopoly here.
15:31 June 1, 2012 by johan rebel
72% follow ARN's recommendations. Wow!

How useful is a consumer complaints authority that cannot enforce its decisions?
23:24 August 26, 2012 by mcarroll1
Ryanair is the most successful airline in Europe if not the world. Thats because more people want to travel Ryanair than any other airline because of low fares. Everyone knows that if you follow the guidelines with Ryanair you pretty much get to arrive on time pretty much everytime. They loose less baggage than any other airline. I travel always with them and understand that they have led the race to the bottom in terms of price and service. But ALL the other airlines have followed them there in every respect except price. SAS are notably poor in service and very expensive.
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