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UK European Consumer Centre

Thomas Cook Collapse

Thomas Cook Collapse
Following the Thomas Cook collapse on 23 September 2019, the UK European Consumer Centre (UK ECC) would like to offer the following advice to those affected:Please check your booking confirmation to see if you are protected by the Air Travel Organiser’s Licence (ATOL) scheme. If you are protected, the booking confirmation would include the ATOL certificate. Please read the certificate carefully to see who is protecting you and to what extent. Protected by ATOL: If you are currently abroad on holiday and your booking is protected by the ATOL scheme, you are likely to be repatriated with the assistance of the...
23 Sep 2019
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Lend an Ear...What Brexit could mean

Lend an Ear...What Brexit could mean
Head of Policy at CTSI, Craig McClue, talks about what Brexit means for trading standards and for the UK ECC. He speaks about the UK ECC (from 27 minutes into the podcast, episode 10), but there’s lots more about subjects such as mobile roaming and other aspects of post-EU travel and purchasing.
12 Sep 2019
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Package travel legislation: one year on . . .

 Package travel legislation: one year on . . .
As the revised package travel legislation enters its second year, the UK European Consumer Centre (UK ECC) is urging holidaymakers to check if their booking is a package, to gather evidence if things go wrong and if necessary to make a complaint to the travel organiser.The advice comes as the Government confirms that it is conducting a review of the implementation of the Package Travel and Linked Travel Arrangements Regulations which have applied across the EU since 1 July (2018).The regulations mean that package holidays when bought online for an all-in price or through linked webpages get the same protection...
11 Sep 2019
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A reminder about what the package travel rules mean . . .

A reminder about what the package travel rules mean . . .
The new package travel rules cover two types of contracts: package deals (pre-arranged by tour organisers or customised by the traveller) and ‘linked travel arrangements’. Under the new rules, package holidays consist of two or more travel services - such as flights, accommodation, car hire or other tourist services such as guided tours - bought from one single trader or offered by travel agents with different traders at a total price.‘Linked travel arrangements’ (the concept of which is introduced by the new rules) is where the consumer, having booked one travel service on one website, is invited to book another service...
11 Sep 2019
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Who can help me?

Who can help me?
Do you know who to turn to when something goes wrong? This question may sound straightforward but actually sits at the very heart of the constant battle of how best to protect consumers in the 21st century. For British consumers buying and selling within the European Union, UK European Consumer Centre (UK ECC) has your back.  The UK ECC has provided advice and assistance for over 15,000 consumers in the last 12 months, with approximately 2000 of those escalating to full cases. Now our work has been recognised with the honour of a prestigious Chartered Trading Standards Institute (CTSI) Hero Award.Marie-Paule Benassi, Acting...
11 Sep 2019
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Viagogo fixes website concerns

Viagogo fixes website concerns
Secondary ticketing website Viagogo has avoided further legal action by the Competition and Markets Authority after addressing the CMA’s outstanding concerns about how it presents important information to its customers.In July the CMA put the ticket resale site on notice that it was ‘moving forward’ with contempt of court action following repeated warnings that Viagogo had not done enough to comply with an earlier court order.Andrea Coscelli, Chief Executive of the CMA, said: “The Viagogo website UK customers now visit is worlds apart from the one they faced before the CMA took action. Key information needed to make informed decisions...
11 Sep 2019
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Don't leave home without the Travel App

Don't leave home without the Travel App
No holiday traveller should leave home without the new and improved ECC-Net Travel App, according to UK ECC Director Andy Allen. This year the content of the app has been modified by the 30 European Consumer Centres it covers and an extensive technical update has been made. Andy said: “Unexpected holiday experiences can quickly turn the mood. The pre-booked rental car is no longer available? The hotel room is suddenly more expensive than the agreed price? An accident leads to an emergency visit to the doctor’s? If all this happens while abroad, language problems can further complicate the situation. “What’s...
11 Sep 2019
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Your Update - Newsletter July 2019

Your Update - Newsletter July 2019
Welcome to the July 2019 issue of the UK ECC's newsletter Your Update. We urge scam victims to speak up, report on help for purchasers of problem cars and look at the impact of ticket fraud. To view the July edition, click the link - July 2019.      
3 Jul 2019
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Got a problem with your car?

Got a problem with your car?
West Yorkshire Trading Standards Service is now authorised to help resolve consumer complaints if they’ve bought from motor traders who are members of the county’s Motor Trade Partnership Scheme.Approval to provide Alternative Dispute Resolution (ADR) services covering the scheme was granted by the Chartered Trading Standards Institute under arrangements delegated to it by the Government’s Department for Business, Energy & Industrial Strategy.It is not just consumer disputes relating to the motor trade which are covered by the West Yorkshire Trading Standards Service scheme. It includes other general consumer disputes such as home maintenance and other consumer goods and services. Disputes...
19 Jun 2019
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Action Fraud warning as victims lose average £365 to ticket fraud

Action Fraud warning as victims lose average £365 to ticket fraud
Action Fraud has launched a campaign to partner with the Society of Ticket Agents and Retailers (STAR) to urge people to avoid fraud by taking more care when buying tickets for live events. See here for more about the ticket fraud warning campaign.Publicising the campaign, which is designed to encourage informed purchases from authorised sellers, Action Fraud says that:• Between 1 April 2018 and 30 April 2019, Action Fraud received 4,755 reports of ticket fraud.• The total reported losses to victims was £1,654,888: an average of £365 per victim.• With lots of music concerts and sporting events taking place in summer, it is an opportunity for fraudsters to take advantage...
19 Jun 2019
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