Air passenger rights report issued by ECC-Net

The European Consumer Centres Network (ECC-Net) has released a report, called Air Passenger Rights 2011 - in the aftermath of the 2010 Volcanic Ash Crisis, focusing on several aspects of air passengers? rights in the EU today.
During 2010, the volcanic ash crisis truly put the area of air passengers? rights (APR) to the test. This report, released on 28 October 2011, highlights the major aspects regarding APR throughout 2010 and assesses them from the ECC-Net?s point of view.
Shortly after the volcanic ash crisis of Eyjafjallajokull, large numbers of affected passengers turned to airline companies, frustrated and dissatisfied with the general handling of their situation. A large number of issues arose and the legal framework, especially considering ?extraordinary circumstances? and the application of Regulation 261/2004, became the centre of discussion. The ECC-Net is uniquely placed to be able to view these issues from a consumer?s perspective.
Besides the volcanic ash crisis difficulties, air passengers also encounter other problems such as damaged baggage, reimbursement of taxes and charges, booking/re-bookings, delays and denied boarding. In 2010, the ECC-Net handled 71,292 cases, of which 44,000 were complaints.
The report shows, amongst other things, that:
- 33% of all complaints were in the area of transport, and of those 57% concerned air passenger rights.
- Of the cases handled, 31% reached an amicable settlement through e.g. intermediation of the ECC-Net between consumer and airline.
- The average amount of money involved in cases which were successful was ? 509, indicating the importance of an effective enforcement of air passengers? rights were no amicable solution could be found.
- The amount of air passenger rights (APR) cases handled by the ECC-Net, increased by 59% in 2010 compared to 2009, which is impressive compared to the increase of 27% in total complaints. It indicates the impact the volcano ash crisis had on the amount of complaints.
- The ECC-Net sees a clear trend that the number of cases regarding air passengers? rights handled by the ECC-Net has increased annually.
- There is a need for more ADR bodies and proper enforcement either through National Enforcement Bodies or European Small Claims Procedure. Difficulties with enforcement distort competition within the internal market, as some airlines comply, whilst others do not.
The report also shows the need for a higher awareness amongst air passengers as they are generally unaware of their rights, with the result that there is a strong demand for help and assistance. It also shows the importance of responsibility from airlines within these areas.
Jed Mayatt, UK European Consumer Centre (UK ECC) Manager, said: ?Knowing your rights is good, being able to exercise them is better. This should be the case for all passengers, regardless which airline they fly with or the country they depart from.?
The UK ECC provides advice and support to consumers who have a dispute with a trader based in a European country outside the UK and will assist consumers in the attempt to resolve the complaint.
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