Tigerair is Australia’s most complained-about airline, involved in more unresolved disputes with passengers than any other domestic carrier, a new report says.
The 2014 annual report from the Airline Customer Advocate counts customer complaints about the services provided by five participating airlines – Qantas, Virgin Australia, Jetstar, Tigerair and Regional Express.
Complaints about refund requests totalled about a third of inquiries for all airlines (31 per cent) followed by flight delays (15 per cent), terms and conditions (12 per cent), fees or charges (8 per cent), airport services (7 per cent).
Of the 1,132 complaints received in the reporting period (983 in 2013), 648 were resolved in the customer’s favour, accounting for 60 per cent of 1,071 finalized cases.
According to the watchdog, there were 47.1 complaints about refund requests against Tigerair for every million passengers, followed by 11.1 complaints for Jetstar, 7.5 for Virgin, 4.4 for Qantas, and 2.8 for Regional Express.
Tigerair attracted more complaints in all top five categories, followed by Jetstar.
Customer complaints were finalized within 18.3 calendar days on average.
Funded by the participating airlines, the Airline Customer Advocate was set up in 2012 to resolve complaints about airline services.