Flight Cancellations, Poor Service: Air Mauritius Faces 2,000+ Unresolved Complaints

Frustrated travelers have taken to social media and have directly contacted the airline’s management to express their dissatisfaction. In a recent article published in Le Défi Quotidien, the national airline attributed some of the cancellations and delays to incidents like bird strikes and fuel contamination.

However, many passengers have cast doubt on these explanations. One traveler, scheduled to fly to London on November 13, 2023, reported that his flight was canceled due to “operational reasons.”

When he requested compensation under EU regulation 261, he claieds Air Mauritius altered its narrative, suddenly citing a bird strike as the reason for the cancellation to avoid payment.

“This change in explanation raises questions,” he stated.

“I personally reached out to the new Chief Executive Officer (CEO) for clarification, specifically requesting evidence from the flight log regarding the alleged bird strike on November 13, but I received no response.

How can I trust a company that flouts EU regulations and lies to evade paying compensation?”

On the other hand, Air Mauritius’s communication officer, Atma Bumma, conceded that customer service has suffered in the past, particularly under the previous commercial director, whose negligence led to a backlog of unresolved cases.

“Over 2,000 complaints have accumulated during this period. Our new CEO, Charles Cartier, has implemented a special team to address this backlog, investigate the claims, and take appropriate action,” he explained.

Bumma emphasized that since Cartier’s arrival, there has been a renewed focus on enhancing customer service.

“We value every complaint. When a customer feels wronged, we are here to listen and manage their case effectively.

Since the new CEO took over, we have seen fewer distress calls despite ongoing flight cancellations or delays,” he noted.

Additionally, Bumma highlighted that the airline has introduced new practices for handling passenger claims.

“Each case is individually assessed, and we sometimes offer vouchers for future flights based on the circumstances. Each situation is unique,” he clarified.

For example, a passenger who was not informed of a cancellation and did not receive accommodation due to unforeseen circumstances will be handled differently from someone who was adequately notified and cared for.

Regarding the alarming number of outstanding complaints, Bumma reassured that while 2,000 complaints may seem significant, it is relatively small compared to the total of 1.6 million passengers served. “However, each claim remains important and worthy of our attention,” he concluded.

Source: Defi Media