Air passenger traffic - in both standard and low cost airlines - is developing very intensively at present, especially due to the increasing popularity of this type of transport among travellers. In addition to its positive elements, this boom in airline services also carries less pleasant aspects for consumers.

Under the guidance of ECC’s in Belgium, Ireland and in Sweden a joint project of the network of 27 ECC’s was carried out regarding the issue of protecting the rights of airline passengers. The conclusions of the investigation, which were made public today, arise from an analysis of the inquiries, complaints and disputes of travellers on European airlines that ECC received and helped travellers to resolve during 2006.


Concise characteristics of the study’s main conclusions

• In 2005, the ECC network received a total of 2,716 cases (requests for advice, complaints and disputes), regarding airline passenger rights. Last year there were 4,907 cases recorded, meaning nearly double the number of requests and complaints. For the first half of this year, the ECC network has about 1,500 complaints and disputes concerning airline transport, which corresponds with the number of complaints received in a comparable period during 2006. It can be expected that the wave of complaints following this year’s hectic, summer period will cause yet another increase in the overall number of complaints.
• A third of last year’s consumer complaints concerned luggage, which represents a moderate increase (24% in 2005). This area is resolved by the international Montreal Convention, which can be enforced only through courts. Regarding this issue, it is necessary to point out that, at present, no legal links exist between the Montreal Convention and Regulation (EC) No. 261/2004 nor are there any links within the scope of the National Authority for Enforcing the Rights of Airline Passengers.
• More than a quarter of the consumers (22 % in 2005) approached the national ECC with requests for advice or action, in connection with problems arising from flight cancellation.
• Nineteen percent of consumer complaints (18 % in 2005) fall into the "other” category (e.g. price transparency, reservation fees, reservation cancellation, etc.). For these complaints neither Regulation (EC) No. 261/2004 nor the Montreal Convention applies.
• The ECC network received the highest number of complaints from Irish (16 %), Swedish (15 %), German (10 %) and Spanish (8 %) consumers. Complaints from Czech consumers made up less than one percent of the total number of requests and complaints.
• The most complaints were directed at airline companies headquartered in Ireland (24 %), in Spain (17 %) and in the United Kingdom (9 %). One percent of the total number of complaints concerned Czech companies.
• The ECC network resolved 42 % of the received complaints, meaning that for this number of complaints a conciliatory resolution was found. At present, 17 % of the cases remain open and 12% of claims - similar to 2005 - have been determined invalid. Claims that were not brought to bear during the period defined by legal regulations and claims lodged by travellers, who in reality have no right to compensation of damages are considered invalid.

The study lists several conclusions concerning consumer protection in areas of delays and cancellation as well as in areas of damaged, lost and delayed luggage. It contains 34 recommendations including modifications to European legislation, the manner of resolving disputes and customer service improvements at the airlines.


Cases that ECC is resolving for the Czech Republic

The ECC for the Czech Republic received a total of 44 requests for information and complaints regarding airline passenger rights in 2006 (in 2005, 21 requests and complaints were received). 37 % of these complaints dealt with the loss, damage or delay of luggage, while 26 % dealt with cancellation of flights and 21 % with flight delays.


See the Air Passenger Rights ECC-Net Study 2006.