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.
“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.