Consumer stories: air travel

See some case studies of how consumers have been helped by the network of European Consumer Centres with their problems concerning air travel.

Cancelled flight refund: Irish consumer / French airline

Due to the ash cloud, an Irish consumer’s return flight was cancelled and she had to wait 6 days to be rerouted.

The consumer submitted her receipts to the airline who only offered to refund her for one night’s accommodation and food “as a gesture of goodwill”.

ECC Ireland transferred the matter over to ECC France, who contacted the airline on the consumer’s behalf reminding them of their obligations under EU law and successfully obtained a refund of €490.

Lost luggage compensation: Irish consumer / French airline

An Irish consumer's bag was lost while travelling with the airline.

The consumer completed the form for lost luggage at the airport and communicated the problem in writing directly to the airline baggage department.

The airline did not reply and did not offer any assistance

Following intervention by ECC Ireland and ECC France the airline agreed to pay €400 compensation to the consumer.

Cancelled flight refund: Irish consumer / Romanian airline

An Irish consumer’s flight was cancelled and he was informed that he would get a refund.

Despite emailing the airline several times over the next three months, no refund was received.

Following intervention by ECC Ireland and ECC Romania, the consumer finally obtained the refund for the cancelled flight.