The European Commission’s proposal of extra measures to enhance passenger rights within the EU has been met with intense backlash from airlines.
While the current EU rules make provision for compensation and aid for disrupted flights, trains, ships or buses, it lacks coverage in specific areas.
The new rights according to the proposal:
- Customers booking air tickets through intermediaries will be required to receive more information about the party responsible for reimbursement, i.e. the transport operator or the intermediary.
- Advance payments for holiday packages will be capped at 25% of the total price up until 28 days before departure.
- Passengers on multimodal journeys will be entitled to better information and protection.
- In the case of compensation, customers are allowed to reject a voucher, and if the voucher expires before use, the refund is automatic, and it must be made within 14 days.
- If disabled passengers are required to travel accompanied, the person accompanying them will travel free of charge.
- Airlines will publish annual reports on their handling of passenger rights.
The European Consumer Organisation supported the proposed amendments but was disappointed by the lack of insolvency protection in the event of an airline going bankrupt, in addition to allowing customers to cancel their tickets without incurring additional costs during a crisis.
European airlines, represented by Airlines for Europe (A4E), expressed dissatisfaction with the proposals, criticising the caps on advance payments. There are also concerns that the new rights will impact their competitiveness among European travel agents.
Furthermore, A4E MD, Ourania Georgoutsakou, expressed concern that the newly proposed rights could disrupt the flow through the European tourism value chain and was disappointed that the Commission used the pandemic as a model for specific regulations, as it was extraordinary circumstances.
The European Regions Airline Association (ERAA), which represents regional airlines, approved the sharing of passenger information but criticised the increased administrative changes and the need to publish reports on airlines’ management of the new potential rights.
