Beware of the AirHelp airline worldwide ranking 2017, it is not as objective as it may seem

Today saw the publication of the AirHelp’s Airline Worldwide Ranking 2017. AirHelp was set up to pursue customers’ flight delay compensation and is similar to other claims management companies operating in other industries such as PPI claims, alleged gastric illness claims and car accident injuries. AirHelp takes 25% of any compensation paid to the customer as a fee.

Two of the criteria used by AirHelp, ‘on time performance’ and ‘quality and service’ are excellent key performance indicators informing leisure and business travellers of what to expect when booking a flight. However, the third criteria that AirHelp uses, ‘how well they resolve flight delay compensation claims’ is an entirely subjective and narrow criteria which is only based on whether the airline will deal directly with AirHelp as a claims management company – something that Monarch does not do. We only deals with customer compensation claims directly with customers, or if the customer wishes to use a solicitor or claims management company to handle their claim, with SRA (Solicitors’ Regulation Authority) regulated firms or claims management companies. This decision was made because Monarch believes it is in our customers’ best interests. AirHelp is not regulated by the SRA.

Commenting on this matter Andrew Swaffield, Monarch CEO said: “We respond to direct customer claims within 28 days; we work with all UK regulated claims management companies; we were the world’s most punctual low cost carrier in OAG’s Punctuality League 2016; and were appointed a Gold Trusted Service award by Feefo, the independent trusted ratings and reviews platform in February 2017.  Most recently we have been voted as a winner in the ‘Regional & Low Cost Airlines’ category based on customer reviews on Trip Advisor over the last year.

“Because of our decision not work with this company, we have scored a lot lower than we deserve. For all these reasons we refute the validity of AirHelp and the findings of this ‘research’.  We recommend that customers refer to Feefo, the OAG tables and Tripadvisor as they are well known and objective scoring mechanisms.”