How EU legislation has improved consumer protection in the last 10 years - part four
The consumer advice organisation UK European Centre takes a look
Air Passenger Rights Regulations 261/2004 came into force February 2005
The regulations say that consumers must not be charged more for flight tickets based on their nationality or where the ticket is purchased. Consumers are also offered protection when a flight is cancelled, delayed or overbooked.
- An example of this is the case of Mr B, a consumer who lives in the UK, who took a flight with his wife on an airline based in Germany.
The flight between Germany and the UK was delayed and the consumer and his wife arrived at their destination approximately five hours after they were scheduled to. The consumer contacted the trader in the first instance but the German airline would not offer compensation, as set out by the Regulation EC 261/44.
Mr B contacted the UK European Consumer Centre as he had tried all he could to resolve the dispute. We shared details of the complaint with our counterpart office in Germany and asked them to contact the airline on the consumer’s behalf to inform them of their obligations.
The airline replied to us and agreed with our assessment of the case. They offered the consumer the standard compensation amount of €400 per passenger. On this occasion we recovered €800 for the consumer where he had previously been unsuccessful.
Although the legislation was put in place longer than 10 years ago, it has been defined by a number of judgements of case law.
See the UK ECC's new 'Trains, planes, cars and boats' booklet.