The latest UK Aviation Consumer Survey published by the Civil Aviation Authority (CAA) has revealed that passengers’ overall satisfaction levels with flying have dropped.
This is the fifth survey of this type to have been carried out over the last two years and current results have shown that passengers have become particularly unhappy with how airports and airlines have responded to flight delays.
The survey investigated UK consumer behavior and attitudes in relation to flying, revealing significant regional differences in consumer satisfaction with the overall travel experience during their last flight, with people in Wales, the East Midlands and the East of England less satisfied than those in the North East, Scotland and the North West.
Tim Johnson, Director at the UK Civil Aviation Authority commented: “Although satisfaction remains high at 83 per cent, our last two surveys have shown a reduction from 90 per cent.
“Delays and disruption can be caused by a range of different factors. Some of these are within the control of airlines, and some are not. Whatever the cause, these delays can be frustrating for passengers. We expect airlines to always provide prompt and accurate information and if passengers are entitled to further care and compensation, this should be provided without delay.”
Satisfaction levels have been falling since these surveys began back in spring 2016, when 90% of passengers were satisfied with their overall travel experience compared to the latest figure of 83% for the spring of 2018.
Where levels of satisfaction for on-board experiences are concerned, once again this has dropped, in this instance from 81% in spring 2016 to 77% in spring this year.
However, it is not all bad news, as levels of satisfaction with how complaints are dealt with have risen over the same two-year period to a record high of 64%.
