Making citizens’ lives easier

Protecting European Travellers

Factsheet (published December 2010) [98 KB]

Watch the Video: "Looking after you abroad"

Assistance in third countries

Natasha, a Slovenian citizen, was a victim of an armed robbery during her holiday in the Caribbean. She was injured and her passport and money were stolen. She is wondering how to quickly find an English-speaking doctor and how to get the necessary funds and travel documents for a return flight following her recovery.

Which action(s) did the 2010 EU Citizenship Report foresee?

• To increase the effectiveness of the right of EU citizens to be assisted in third countries, notably in times of crisis,

1. by the diplomatic and consular authorities of any of the 27 Member States by proposing legislative measures and
2. by better informing citizens via a dedicated website and targeted communication measures.

What progress has been made?

The Consular Protection website went live on 23 March 2011.

A Communication was released 23 March 2011.

A proposal for legislation was made on 14 December 2011.

Package travel

Mark from the UK books a flight to Ibiza directly from ABC airlines on their Internet webpage. After choosing the preferred flight, he is, at the same webpage, offered an attractive hotel at a discount price that he decides to purchase. While in Spain, ABC airlines goes bankrupt and therefore his return flight is cancelled. Unlike other UK tourists he bought separate travel components via the ABC airlines' webpage rather than a pre-arranged package from a tour operator. The airline has not provided any bankruptcy protection and, as a consequence, he has to make his own travel arrangements to come back home that cost him €350 on top of the cost for his cancelled ticket.

Which action(s) did the 2010 EU Citizenship Report foresee?

• To modernise the current rules for the protection of consumers buying package travel, especially over the internet, and facilitate the purchase of package travel from other member states by making a legislative proposal.

What progress has been made?

A proposal to revise the rules will be made by the fourth quarter of 2012.

Passenger rights

European legislation already has recognised passenger rights for air and train travel. Two last passenger rights Regulations, which complete the EU legal framework on passenger rights, will soon be applicable: the Regulation on waterborne transports will apply as from December 2012 and the Regulation on bus and coach transports as from March 2013.

Which action(s) did the 2010 EU Citizenship Report foresee?

• Develop a uniform interpretation of EU Law on passenger rights and a harmonised and effective enforcement, to ensure both a level playing field for the industry and a European standard of protection for the citizens.
• Assemble common principles applicable to passengers’ rights in all transport modes (Charter of basic rights), notably the ‘right to be informed’, and further clarify existing rights.
• To ensure that transport hubs (e.g. airports, stations, ports) progressively become places where citizens can get easy access to information about their EU rights, especially when travelling within the EU.

What progress has been made?

• A vast information campaign across the EU Member states has been organised by the Commission in order to make EU citizens aware of their passenger rights. The information campaign was launched in June 2010 and will last for two years.
• The Commission is working on the improvement of the air passenger rights Regulation. A public consultation was launched at the end of 2011 and closed on 11/03/2012. The received statements are currently being analysed, and, according to this analysis, there will be a review of the Regulation.

Strengthening European tourism

There were about 1.4 billion trips by Europeans in 2008, with 90% within the EU. However, Europeans are tending to travel closer to home, book shorter stays and keep a tight rein on their spending.

Which action(s) did the 2010 EU Citizenship Report foresee?

• To strengthen European tourism, by creating more attractive conditions and increasing consumer trust and satisfaction with various tourism services (e.g. transport, accommodation, travel etc.)

What progress has been made?

There will be communication activities and awareness raising events in the course of 2012.

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