A Flightight / Odoxa 2019 study on the expectations of the French vis-à-vis the airlines shows that in the event of a delayed or canceled flight, one traveler in two feels dissatisfied with the solutions and the consideration given by the airlines.
"There is therefore still a long way to go" regarding respect for passenger rights, explains the study published on April 25, 2019, although we have witnessed a positive development in European air law since last year, the image of the request for revision of the case law on the obligation to present proof of presence (boarding pass) to claim compensation. Thanks to the daily work of Legaltech and their partner lawyers, some courts "switch" to the side of travelers and fight against the case law which still penalizes too many travelers today.
The study also shows that 6% of French people are dissatisfied with their last plane trip while 60% say they are rather satisfied. Faced with consumer behavior that is evolving with the digital age, companies must react. Due to the unexpected, the traveller's experience can quickly deteriorate. “In an ideal world, 100% of travelers would be very satisfied with their trip! Today, it is essential and essential to focus on this 6% to offer them a better travel experience. It is by informing them and respecting their rights that it will improve, ”explains Philipp Kadelbach, founder and legal director of Flightright.
If 97% of French people expect to be informed of the duration of the delay, they are 70% to consider that the justification of the latter by the airline is important. Last year was "a dark year for air passengers", who found themselves confronted with multiple strikes and therefore disruptions on their journey. In these cases, the companies "are still too numerous to play the clock" on a support and late or non-existent information, to the detriment of the traveler.
Ensure passenger rights ...
Over 80% of French people expect alternative solutions from the airline (taxi, hotel, new flight)… If there is a gap between passenger rights and respect for passengers, “we we can see that there is still a growing awareness among travelers. At Flightright, we educate French people daily about their rights. We are also delighted to see that this is bearing fruit, ”underlines Gabriel Destremaut, communications manager in France. 86% of air passengers questioned believe that it is very important that companies offer another flight in the event of delay, cancellation or overbooking. Similarly, 85% of them think that it is very important to be offered a hotel night and a taxi by the company if the flight is postponed until the next day
(source: Air Journal)
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