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Consumer Champion is a capacity building programme of the European Commission, managed by the Consumers, Health, Agriculture and Food Executive Agency (Chafea) to support and develop the capacity of consumer organisations and other entities with similar objectives from EU Member states, EEA and candidate countries.

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Consumer law

air passengers’ rights: end of the journey

air passengers’ rights

An international survey has analysed 20,000 flying experiences. The results are discouraging.

Together 8 consumer organisations conducted a survey to assess the satisfaction of airline companies of more than 11,000 people in Australia, Belgium, Brazil, Denmark, France, Italy, Portugal and Spain. The survey took place during September and October 2016.

Some facts:

  • Air passengers’ rights are respected only in 25% of the cases.
  • Passengers can experience a financial loss of 300€ or more without even asking for compensation.
  • 1 in 4 flights is delayed.
  • In case of luggage problems (delay, damage or complete loss) a refund has been given in only 15% of the cases.
  • In 75 % of the cases, passengers have not been compensated.
  • 1 in 10 passenger-baggage gets lost.

The consumer organisations behind the survey:

Altroconsumo, OCU, Proteste, Deco, UFC Que choisir, TestAchats, Choice, Forbrugerrådet Tænks.

The factors analysed:

  • comfort;
  • meals;
  • punctuality;
  • best value for many;
  • check-in procedure;
  • cabin crew.

In general, what is clear from the survey is that consumers are not fully aware of their rights and that therefore it is easy for airlines to shirk their responsibilities towards passengers.

At Consumer Champion, we strive to educate our users to EU consumer law and policies, including air passengers’ rights. That is why we invite you to start our Consumer Law e-learning module today!

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