Irish Aviation Authority Reports Passenger Compensation for 2024

In 2024, airline passengers in Ireland were awarded €1.197 million in compensation for complaints that were upheld by the Irish Aviation Authority (IAA). Additionally, the watchdog secured €360,104 in refunds for passengers. According to the annual report, a total of 1,943 complaints against airlines were not upheld, primarily because airlines were able to demonstrate that disruptions were due to extraordinary circumstances, exempting them from compensation obligations.

Complaints And Compensation

Out of the 1,726 complaints upheld, the majority were attributed to flight cancellations (973) and significant delays (677). Aer Lingus was responsible for 33% of the complaints, while Ryanair accounted for 31%. Despite notable disruption caused by industrial action in June and July, which led to the cancellation of over 500 flights, complaints against Aer Lingus decreased by 6% compared to the previous year.

Complaint Handling And Service Quality

The IAA managed 4,425 complaints against airlines throughout 2024, including those carried over from 2023 and 2,211 new complaints submitted during the year. Dublin Airport’s monthly service quality reports to the IAA indicated significant improvements in security queue times. In 2024, there were only six days where queue times exceeded 30 minutes, a noticeable improvement from 20 days in 2023.

Passenger Satisfaction And Financials

Dublin Airport was evaluated based on 15 passenger satisfaction metrics. It received a €4.5 million bonus for quality of service but also incurred a €3.8 million penalty, resulting in a net bonus of €700,000. The IAA reported a pre-tax profit of €2.57 million for 2024, with total revenues reaching €37.43 million. Legal costs amounted to €1.55 million, including a settlement of €407,486 for a legacy defamation case from 2014 following a Supreme Court decision.

Employment And Staff Costs

The IAA employed 189 individuals in 2024, with 134 focused on safety regulation. Staff costs totalled €22 million, and 91 employees earned over €100,000. This included five employees in the €175,000 to €200,000 range, 24 in the €150,000 to €175,000 range, and 41 in the €125,000 to €150,000 range.

The annual report highlights the IAA’s role in ensuring airline accountability and improving passenger experience, reflecting broader trends in the aviation industry and regulatory practices.