Ryanair quit a controversial aviation complaints body after being made to pay more than £3.6 million in handling fees and compensation last year, Which? has revealed.
The decision is set to potentially save Ryanair millions – but leaves passengers jumping through hoops to get the compensation they are owed if the airline refuses to pay out when flights are delayed or cancelled.
Which? believes Ryanair’s behaviour shows that a major overhaul of aviation complaints is needed – with all airlines made to sign up to a single dispute resolution service that makes binding decisions within a reasonable timeframe.
The majority of the largest airlines flying from the UK are signed up to one of two UK schemes, Aviation ADR or CEDR. While both have been authorised to handle escalated passenger complaints since 2016 neither is mandatory.
In the first 11 months of 2018, Aviation ADR received more than 14,000 Ryanair complaints and the airline was told to pay out more than £2.6 million to passengers in compensation between October 2018 and the end of March 2019, according to the most recent complaints data.
Ryanair also had to pay at least £75 for each complaint Aviation ADR handled – suggesting a bill for more than £1 million in fees alone during…