Yesterday, the European Consumer Centre Network (ECC-Net)* published its first Report on Airline complaints.  It shows that European and international airline legislation is failing air travellers and that airlines and national enforcement bodies are not helping the situation.  The ECC-Net Report recommends that changes should be made to existing legislation; that airlines should properly adhere to it and that they should be closely policed by national enforcement bodies.

 

In 2005 over 2,700 air travellers contacted the ECC-Net with queries and complaints. The number one complaint related to lost and damaged luggage with the second and third highest complaints relating to delay and flight cancellations.  On average 1 in 3 complaints were not resolved even though the aggrieved passengers had valid claims for compensation. The main reasons for this were either the airlines failure to respond to their customers complaints or that the airlines cited “exceptional circumstances” for not offering compensation.   

 

In one case dealt with by ECC Cyprus a consumer did not retain her receipts for clothing purchased when her luggage was delayed. Her claim for compensation under the Montreal Convention was rejected even though there is no requirement under the Convention to retain receipts.

 

In another complaint a flight was delayed by over 12 hours because of alleged technical reasons.  No refreshments or accommodation were offered as required under EC Regulation 261/2004.  It took over six months for ECC Dublin to secure a refund from the airline based on the receipts submitted by the affected consumer.  “We accept that the vast majority of passengers have no problems when they fly but for those that do, it is extremely frustrating.  Unambiguous legislation, airline compliance and proper enforcement – are air travellers asking for too much?” asks Tina Leonard Manager of ECC Dublin and co-author of the Report.

 

Ms Mairead McGuinness MEP said at launch of Report: “There is much talk within the EU about better regulation.  Today’s report shows that much work remains to be done in this area.”

 

To view the Report please click here:

http://www.eccdublin.ie/publications/reports/ecc_reports/ECC-Net_Airline_Complaints_05.pdf

 

*ECC-Network provides free information on consumer rights in Europe and assists consumers in cross-border disputes.  The Network is funded by the European Commission and national governments and it has Centres in 27 European countries. 

 

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