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28/10/2011
Number of complaints from European air passengers increased by 59% in 2010

Number of complaints from European air passengers increased by 59% in 2010

New European ECC-Net report shows that the volcanic ash cloud tested airlines on their implementation of passenger rights.

In April 2010 the Eyjafjallajökull volcano erupted and resulted in weeks of air traffic disruption. Millions of passengers were stranded and often left to their own devices. Looking for information and support they also contacted ECC-Net, which received 59% more complaints relating to passenger rights in 2010 than in 2009.

According to European legislation airlines must observe specific obligations if they cancel flights. Even in exceptional circumstances they must offer their customers the choice between a ticket refund and an alternative flight. They must also cover the accommodation costs incurred up to the departure of the new flight.

Based on the 12,622 complaints handled by ECC-Net, the report lists the main problems encountered by air passengers:

  • They did not receive any information or were left to their own devices.
  • They were not offered support or received only partial refunds for the accommodation costs they incurred. µ
  • They had to organise, and pay for, alternative return transport (by bus or train) themselves.
  • Some companies demanded that passengers sign a form in which they relinquished their rights.
  • Passengers who booked their tickets via a travel agent incurred administrative charges for the repayment of their unused tickets.
  • Airlines did not, or took months to reply to passenger complaints.

During this period the sector complained that the obligations imposed by Regulation 261/2004 were too demanding in such exceptional circumstances. However, most European companies’ financial results appear to contradict this, as demonstrated by the annual reports included in the report in question. On the other hand passengers tried to claim on average 509 euro via the ECCs.

The second part of the report highlights problems encountered by air passengers in “normal times” and describes the role of specific organisations such as national enforcement and dispute resolution bodies.

The report closes with a number of recommendations to ensure that passengers enjoy the same rights, irrespective of the airline they use or country they depart from.

Click here to open “ECC-Net Air Passenger Rights Report 2011. In the aftermath of the Volcanic Ash Crisis”.

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