Airlines Vary in Handling Passenger Compensation Claims

An analysis of 68,283 compensation claims shows that airlines differ significantly in their adherence to passenger rights. European Regulation 261/2004 mandates compensation for flight cancellations or long delays, but compliance varies widely among carriers. AirAdvisor, a service specializing in passenger rights, reviewed these claims and found stark differences in how airlines manage their obligations.

Romanian Airline TAROM Struggles with Claims

TAROM, the Romanian national airline, performed poorly in the analysis. Out of 122 valid claims, only four were resolved in favor of passengers, while 57 were taken to court. This means nearly half of the cases required legal action, and the average payment time, when it finally occurred, was 110 days. This pattern suggests a strategy of delaying and complicating the process to deter passengers from pursuing compensation.

Some Airlines Resolve Claims Efficiently

TAP Air Portugal stands out as a model of efficiency. Of 159 valid claims, 141 were resolved in favor of passengers, with only one requiring legal action. The average resolution time was just ten days. LOT Polish Airlines and Wizz Air also performed well, with high resolution rates and minimal legal interventions. These results show that even low-cost carriers can respect passenger rights effectively.

Traditional Carriers Show Mixed Results

Major traditional carriers like KLM and Air France had moderate success in resolving claims, with favorable resolution rates of 51.5% and 59%, respectively. Lufthansa, however, performed poorly, resolving only 22 out of 970 claims and sending 88 to court. Ryanair also struggled, with only 21 out of 991 claims resolved and 176 taken to court. These results highlight the inconsistency in how even established carriers handle passenger rights.

Airlines Use Cost Calculations to Avoid Paying

The differences in how airlines handle compensation are driven largely by cost considerations. Some carriers find it cheaper to delay payments and increase legal challenges, hoping passengers will give up. The amounts involved, typically between 250 and 600 euros, are small enough that many passengers may not pursue legal action, especially given the time and effort required.

Calls for Better Enforcement of Passenger Rights

Anton Radchenko, founder of AirAdvisor, argues that passengers should not need to become legal experts to claim their rights. However, current enforcement of European regulations lacks deterrents, allowing some airlines to ignore compensation obligations without significant consequences. Solutions like automatic fines or increased funding for regulatory bodies are suggested but remain unimplemented. In the meantime, passengers can use services like AirAdvisor to pursue claims, with over 800,000 travelers having already done so.