Airlines failing to implement passenger compensation law - Liz Lynne
April 5, 2006 12:30 PM
Airline passengers are not benefiting from new EU laws designed to protect them if flights are cancelled or delayed, Liz Lynne, Lib Dem MEP for the West Midlands, warned today.
Under the new regulations, which came into effect last year, airlines are supposed to keep passengers fully informed of any delays and cancellations, and compensate those whose flights are affected. But airlines are failing to properly publicise the new rules, and passengers are losing out as a result.
Liz Lynne experienced the problems first-hand when her Sunday evening flight from London Gatwick to Strasbourg was cancelled without an adequate explanation and a card outlining her rights was not supplied to her.
"Passengers are customers, and they should be treated as such - they should be provided with information outlining their rights when the service they have paid for is not provided."
"But in practice, passengers are often unaware of their rights and airlines are doing little to inform them. As someone who is a frequent flyer, I know that some airports have posters or leaflets informing people of their rights, but others do not give clear information."
"There were no leaflets at all available on Sunday, and although leaflets were available the following day, these did not set out the rules for compensation for customers whose flights are cancelled. Whatever airlines are doing, it isn't enough: the message still isn't getting through."
"The regulations also say that in the event of a cancellation, the airline must give passengers a clear explanation and a notice outlining their right to compensation. My fellow passengers and I received no such information on Sunday night!"
Liz Lynne is asking a supplementary question to the Council of Ministers today in the European Parliament asking what measures the EU is taking to ensure passengers are made aware of their rights in the event of long delays or cancellations.
ENDS
Notes to Editors
1. Liz Lynne was due to travel on Sunday on cancelled flight AF 5815 from London Gatwick to Strasbourg.
2. REGULATION (EC) No 261/2004 Article 5 (2)
"When passengers are informed of the cancellation, an explanation shall be given concerning possible alternative transport."
3. REGULATION (EC) No 261/2004 Article 5 (4)
"The burden of proof concerning the questions as to whether and when the passenger has been informed of the cancellation of the flight shall rest with the operating air carrier."
4. REGULATION (EC) No 261/2004 Article 14 (1)
"The operating air carrier shall ensure that at check-in a clearly legible notice containing the following text is displayed in a manner clearly visible to passengers: 'If you are denied boarding or if your flight is cancelled or delayed for at least two hours, ask at the check-in counter or
boarding gate for the text stating your rights, particularly with regard to compensation and assistance.'"
5. REGULATION (EC) No 261/2004 Article 14 (2)
"An operating air carrier denying boarding or cancelling a flight shall provide each passenger affected with a written notice setting out the rules for compensation and assistance in line with this Regulation. It shall also provide each passenger affected by a delay of at least two hours with an equivalent notice. The contact details of the national designated body referred to in Article 16 shall also be given to the passenger in written form."
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