I enjoying exchanging witty quips with a brick wall just as much as you do. When dealing with airlines it’s impossible at some level not to feel as if there’s no wall at all, just a vacuous portal for all your complaints. If you’ve ever changed or cancelled a ticket, the airline has been quick to refer you to a laundry list of fees included in your “contract of carriage”. Funny that when you have a legitimate complaint they can never seem to remember or acknowledge that contract. Someone however does…

AirHelp has created an “airline accountability” scoring system monitoring what happens when things go wrong from delays to lost baggage, and all things frustrating and claim worthy. The scoring system is fantastic but it should be noted that the company is a bit of a loaded deck as their end game is for you to use their (pretty clever) claim service to win compensation against the airline for wrongdoing. Nonetheless their rankings appear unbiased, based on solid metrics and good merit. While there is a noticeable absence of Gulf or Asian carriers in the study, the usual suspects from North America and Europe are all there and the results are intriguing. The greatest airline of all? Air Baltic! Somehow the airline seems to be extremely adept and responsive towards customer complaints while boasting an industry standard on time record. Expectedly, Lufthansa and Austrian are nipping at the heels for the top spot with similar on time standards, efficiency and speed in claims dealings across the board. I’m happy to report I’ve never flown the airline with the worst score, TAP Portugal set the limbo bar too low for my tastes. Here’s everything in between…

I love a new seat, I love a new plane but as they say, it’s the weakest link that makes a product. If customer service lets you down your airline is a let down. What I was most moved by in the study was their examination of automatically or incorrectly rejected claims. There’s nothing I find more frustrating than knowing I’m right and still having to fight tirelessly for fair compensation or recourse. If only Air Baltic had long haul service with flat beds…

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