Commission calls for simple solutions for consumers seeking compensation for cancelled flights

The European Commission and consumer authorities are calling on airlines to improve their handling of flight cancellations. The Commission and national consumer authorities have called on airlines to improve how they deal with cancellations in the context of the COVID-19 pandemic. 

Airlines operating in the EU are urged to improve their practices with the help of a list of measures drawn up jointly by the Commission and the consumer protection group, CPC network. The initiative is in response to the huge number of consumer complaints received by those trying to exercise their air passenger rights and is based on the results of a survey launched earlier this year to collect data on the handling of complaints by 16 major airlines. The analysis of the answers provided highlighted a range of issues, including some airlines presenting the right to reimbursement in money less prominently than other options such as re-routing or vouchers, and implying that reimbursement is an act of good will, rather than a legal obligation.

Justice Commissioner Didier Reynders said: “We have received a lot of complaints from consumers but we have also worked closely with airlines to understand where there are shortfalls and why. Airlines need to respect the rights of consumers when flights are cancelled. Today we are asking for simple solutions to give consumers certainty after a period of extreme turmoil.” 

Upon receiving a lot of complaints from #consumers, we have called on airlines to improve how they deal with cancellations in the context of the #COVID19 pandemic. Airlines need to respect the rights of consumers when flights are cancelled.https://t.co/6veh6YnuLY pic.twitter.com/van3AN9iUy

— Věra Jourová (@VeraJourova) June 28, 2021

The EU Transport Commissioner Adina Vălean, said: “We are currently assessing regulatory options to reinforce passenger protections. We will continue to work with national authorities to have passengers' rights properly communicated, implemented and enforced. Passengers must have a real choice between vouchers and refunds.

"Most airlines surveyed also did not refund passengers within the seven-day time limit provided for by EU law. They must take action to ensure that this delay is respected for all new bookings – whether bought directly or through an intermediary – and to swiftly absorb the backlog of pending reimbursements, by 1 September 2021 at the latest."

The European consumer organisation (BEUC) said: "It has been almost a year and a half since COVID19 started and many airlines are still in breach of consumer law."

If the airlines don’t comply, then we expect the authorities to act accordingly and not with mere recommendations. It has been almost a year and a half since #COVID19 started and many airlines are still in breach of consumer law [3/3].

— The Consumer Voice (@beuc) June 28, 2021

Advertisement

Share this article: