Press Release: Air passengers’ complaints up in 2006 – Report from the European Consumer Centre Network

Commenting on the European Consumer Centre Network's Report on Air passenger complaints handled by their centres in 2006, EU Consumer Commissioner, Meglena Kuneva welcomed the report and congratulated them for this important and comprehensive view of problems encountered by consumers day to day. She said the report is completely in line with what we want to do in terms of investigation followed by enforcement, as was done in the recent 'sweep' investigation of websites selling airline tickets. The report, which analysed problems handled by the ECC centres across Europe found that the main problems concerned: luggage problems-33%, cancellations-26%, delays-16%. The complaints analysed in the report demonstrate that the legislation on air passenger rights is not fully respected and that with a doubling of complaints in this area in 2006, work remains to be done to ensure that consumers get the protection they are entitled to. EU Transport Commissioner Jacques Barrot said "This Report confirms our own analysis of the situation. The vast majority of passengers have no problems, but some people do encounter difficulties and I want to ensure that they get the treatment to which they are entitled. We have pushed the national authorities and the airline industry very hard over the past six months to agree on how to improve things. We have made a lot of progress, but I will now keep a close eye on the situation over the next year." The report makes a series of 34 recommendations which the Commission will study attentively.