Travelcare takes action on delays

Travelcare takes action on delays

Top concern: over 50% of holidaymakers complain that their flight did not leave on time

TRAVELCARE has launched a campaign to improve standards for passengers who experience flight delays.

The Action for Delayed Passengers campaign is in response to the agency’s annual Holiday Report, which found delays are one of the main gripes among UK holidaymakers. Over half complain that flights fail to leave on time.

Travelcare sales manager Amanda Williams said: “People expect flight delays but feel they could be looked after better.

“For instance, free refreshments should be more easily available, holidaymakers should be able to have showers at the airport and there should be more information provided when flights are held up.”

From Easter the agency will distribute a questionnaire to its clients. If delayed, they will be asked to complete the form with their comments.

Travelcare welcomed news that the major airlines are creating a voluntary charter to improve standards of care, (Travel Weekly February 26) but expressed concern over how effective it will be.

To compile the Holiday Report, 26 tour operators were approached and asked for complaint information. Airtours, British Airways Holidays, First Choice, JMC and Kuoni withheld their in-house complaints figures.

Travelcare’s statistics show a 17% rise in complaints compared to last year, but claims this is offset by a 10.2% rise in passenger numbers. Accommodation was the top gripe.

Complaints against Travelcare rose by 0.18% with one-fifth of these relating to staff service.

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