In 2023, the Irish Aviation Authority (IAA) obtained €1m in refunds and compensation for air passengers, handling a total of 4,969 complaints over airlines. Complaints mainly involved long delays and cancellations, totaling 4,719.
The IAA intervened in 2,275 complaints regarding cancellations and 2,444 complaints about long delays, resulting in €204,000 in refunds and over €794,000 in compensation for upheld complaints.
Aer Lingus accounted for 35pc of all complaints, Ryanair for 30pc, and Emerald Airlines for 7pc, with the remaining 28pc relating to other airlines.
In 2023, the IAA received 23 complaints related to persons with reduced mobility (PRM), with issues including damages to wheelchairs, delays in receiving assistance, and treatment by security personnel at airports. The IAA paid out €1.58m in legal costs and settlements, with 12 total legal cases.
The report shows that last year, the IAA paid out €1.58m in legal costs and settlements, made up of €1.1m in legal costs and settlements of €487,000. The number of legal cases totalled 12. The report says that the legal costs and settlements are above amounts in relation to the settlement of an employment law case with a former CEO – no breakdown is provided.
In 2018, ex-CEO Eamonn Brennan initiated legal proceedings against the IAA for breach of employment contract in the amount of €782,644.
