Volcano ash: what are your rights?

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Huge disruption has been created for passengers who were stranded throughout Europe following the airspace closure due to the recent volcanic ash cloud from Iceland.

In response to this unprecedented situation, the network of European Consumer Centres (ECC-Net) and the European Commission have issued a practical complaints package on the rights of passengers affected by the flight disruption. It is designed to help consumers exercise their consumer rights which are guaranteed under EU law.

Please use the following links to the find out the information you need to know:

The 'Questions and answers' document" is currently being updated."

Complaint forms for both air passengers’ rights and for package travel rights

Do not forget to visit our frequently asked questions area of the website where we have provided some useful answers to the common questions about air passenger rights.

The Airlines Association contacts:

International Air Transport Association (IATA)	Association of European Airlines (AEA)
International Air Carrier Association (IACA)	European Regions Airline Association (ERA)
European Low Fares Airline Association (ELFAA)

Travel Agents’ and Tour Operators’ Association contact:

The European Travel Agents’ and Tour Operators’ Association (ECTAA)

If you live in the EU, in Iceland or in Norway, and you have a complaint against a company in another European country, or if you want to know more about your rights as a consumer, contact your country's European Consumer Center. To find the ECC that is in your home Coutry please view our European Consumer Centre Network page.

The enforcement of Regulation 261, which relates to delayed and cancelled flights, is provided by a nominated body in each country know as the National Enforcement Body (NEB). To find out who your country’s NEB is please download a list provided by the European Commission of all NEB’s across Europe.

Depending on your situation and complaint you may need to take legal action against the airline through the European Small Claims Procedure (ESCP), further information on the ESCP is provided by the European Commission by using the following link –European Small Claims Procedure. You may wish to also download a copy of the UK ECC’s Guide to the European Small Claims Procedure.

Please note that the opinions express by this document are not legally binding and it is for the European Court of Justice to interpret a legislation in a binding way.

If you are in a dispute with an Airline we would always recommend contacting them first with details of your problem, to allow them the opportunity to resolve the situation. In order to help you the European Commission has created an EU Complaint Form for Air Passengers, we would recommend completing this form and sending it to the airline.

If you do not receive a reply, or a positive response, please feel free to contact us with a copy of the completed EU Complaint Form for Air Passengers, having this completed form will allow us to deal with your complaint more effectively.

The UK European Consumer Centre has available a free newsletter, “UK ECC – your update”. The aim of the newsletter is to provide you, the consumer, with a flavour of what the UK ECC does, provide examples of cases we have been working on and, more importantly, provide you with the best advice on cross-border shopping. Please use the link below to subscribe to our newsletter.