The annual report from the Federal Government-appointed Airline Customer Advocate (ACA) has just been released for Australian carriers and it appears the results may not be that surprising.
For the third year running, Tigerair has been named the worst performing airline in Australia, with more customer complaints than any other carrier in 2014.
Even more concerning, the number of complaints has increased from previous years. According to the report, Tigerair received the most complaints in terms of flight delays and cancellations, unfair terms and conditions, unexpected fees and charges and customer service on the ground.
The report, which is based on customer complaints, only takes into consideration those gripes that have been raised though the relevant airline’s official complaints channel before contacting the ombudsman.
While according to this year’s report there were no major events that affected levels of dissatisfaction with aviation, the total number of complaints received last year was 1132, an increase on the 2013 number which came in just under 1000.
Head of Communications at Tigerair put the high level of complaints down to ‘airport infrastructure’ and ‘flight network changes’, adding that the airline “made significant progress in improving customer satisfaction” for the second half of 2014.
You can read more about the results from the annual report at ABC.net.au
