Almost half of air passengers in Ireland are unaware of their rights when flights are delayed, cancelled or otherwise disrupted, according to a new survey commissioned by the Irish Aviation Authority.
Research carried out by Amárach Research on behalf of the IAA found that 33 percent of respondents were unsure about their passenger rights, while another 14 percent said they had no knowledge of them. Only 53 percent said they were aware of the protections available to air travellers.
The IAA said major flight disruption was relatively uncommon, but passengers should understand what assistance they may be entitled to when problems occur.
Clare Mulcahy, head of consumer affairs at the IAA, said passengers affected by delays could be entitled to meals and refreshments and, where necessary, accommodation.
Passengers may also qualify for compensation of up to €600 if a flight is cancelled, depending on the circumstances. Where a flight is cancelled, travellers generally have the choice of receiving a refund or being re-routed, along with care and assistance while they wait.
However, not every disruption qualifies for compensation or assistance under the same conditions. Mulcahy said airlines may not be responsible when the disruption results from circumstances outside their control, such as severe weather or strikes by air traffic controllers.
The IAA also reminded passengers with mobility difficulties that airlines have obligations to provide appropriate assistance during their journey.
Mulcahy urged travellers to retain booking confirmations and other relevant documents, particularly if they experience a problem during their trip. She advised passengers to contact the airline first when a disruption occurs and seek clarification on the assistance or compensation available.
If a passenger is dissatisfied with the airline’s response, they can submit a complaint to the IAA where the flight departed from or arrived at an Irish airport.
The authority said it recovered about €1 million in compensation for passengers during the previous year, demonstrating the potential financial benefit of understanding and pursuing passenger rights.
The survey highlights a continuing gap between the protections available to travellers and their awareness of those rights. Passengers can face lengthy delays, cancellations and additional costs when flights are disrupted, making knowledge of available assistance particularly important.
The IAA said travellers should familiarise themselves with their rights before flying, keep relevant travel documents and approach the airline promptly when problems occur.
Greater awareness could help passengers secure meals, accommodation, alternative flights or refunds when they qualify, while also ensuring that complaints are properly documented when an airline does not provide the assistance required under passenger protection rules.
