“Delivering for the consumer is at the heart of an airline business” – Airlines respond to latest Civil Aviation Authority consumer survey

December 18, 2017

Responding to the publication of the latest Civil Aviation Authority (CAA) consumer tracker which sets out consumer attitudes towards UK aviation, Tim Alderslade, Chief Executive of Airlines UK, the association that represents UK-registered carriers, said:

“UK airlines work hard to ensure that the passenger experience is as smooth and enjoyable as possible, and we’re pleased that the latest CAA tracker shows that satisfaction levels with all elements of UK aviation are overwhelmingly positive, at 86%. This is while offering lower cost travel, with fares coming down by an average of 40% over the past couple of decades, and more people taking to the skies than ever before.

“Occasionally things do go wrong and that is why airlines provide support to passengers, including complying with all legal requirements on passenger rights and consumer protection – paying compensation when it is due and offering great customer service to their 270 million passengers, in what is a highly competitive industry.

“Many parts of the passenger experience involve other players in the aviation industry, such as airports, who already charge airlines large sums of money to be able to operate services. Clearly all parts of the industry need to work together to ensure that passenger expectations are met.”