Britain’s leading consumer insight group has recently revealed the airlines with the poorest performance for being on time. Which? analysed the landing times of 850,000 flights at 25 UK airports and found only 75% of all flights arrived on time.
Air Transat, Icelandair and Norwegian Air Shuttle were named the least punctual airlines. However, Air Transat said their low ranking was caused by events outside their control.
"The statistics in this report do not take into account the delays caused by factors beyond our control such as weather and air traffic control.
"When these factors are excluded, our punctuality rate is, in fact, 78%."
A spokesperson for the Civil Aviation Authority said that new steps have been taken to address poor airline punctuality.
"Last year we introduced alternative dispute resolution to the aviation industry so passengers, who have been unable to resolve a complaint with an airline, can get an independent decision that the airline must abide by," they said.
"Nearly 80% of passenger journeys from the UK are now covered by airlines who are signed up to dispute resolution services."
With these new rules in place, airlines with a poor punctuality record should seriously consider investing in customer service recovery skills for their staff in order to avoid large fines from the regulator.
As specialists with 30 years’ experience of working with international airlines, MSB is uniquely well-qualified to design and deliver airline-specific service recovery workshops, customer service training, sales training, and culture change programmes.