You often read PR-led surveys in the national media which highlight popular holiday complaints but I wanted to find out what the real common complaints were amongst my readers, so, since April 2011 I have been logging details of the complaints received in my inbox from consumers.
Popular holiday complaints revealed
I have received 486 holiday complaints in my inbox between April – August 2011.
Let me break this down a little. These complaints were due to:
17% – lack of assistance from airline when flight delayed/cancelled.
13% – lack of assistance with lost baggage.
12% – inaccurate information provided by travel agency.
10% – inaccurate travel insurance advice.
9% – lack of help when ill abroad.
9% – parking at airports, both pick-up and long stay.
8% – changes to accommodation on arrival at resort
8% – issues with airport transfer, i.e. coach not arriving etc.
4% – issues with booking holiday online.
2% – issues around banking charges abroad.
The remaining complaints were difficult to group.
Airlines and airports have the most complaints
Looking at this information I could then see that 39% of the complaints were due to issues within the airport or with the airline. 63% of the complaints were relating to poor customer service. From September I plan to log information like the companies and airports involved so that I can provide more in-depth information.
Have you had the need to complain about your holiday this year? Any surprises in my stats? Are they stats I should try and catch for next time? As usual let me know in the comments section.