Directorate-General for Health and Consumers' Statement on the Icelandic Volcanic cloud
DG SANCO is closely following the Icelandic volcanic cloud as it has a potential impact on all of its policy areas: Public Health, Animal Health, Food Safety and Consumers..
DG SANCO is continuously monitoring the potential public health implications resulting from the volcanic ash clouds in cooperation with the Member States, the World Health Organisation Europe (WHO-EURO), the European Centre for Disease Contol (ECDC) and the Commission Joint Research Centre and the European Civil Protection Mechanism.
According to preliminary risk assessments, the risk to human health, at this stage, is very low even though the ash cloud contains fine particles which because of their small size can affect for example the respiratory system. The risks are generally limited because the cloud of ash moves at a high altitude spreads over large areas, resulting in a decrease in the concentration of particles. Any health effects are likely to be short term.
Likewise, it is impossible to make any statement about the future effect on the climate from this eruption. This will depend on its magnitude and duration.
The potential indirect public health risks due to traffic interruption are currently assessed at EU level. These can relate to medical evacuation, laboratory testing, spare parts for medical equipments, transport on organ transplant, medicine availability and stock of antitoxins, possible impact on food and feed safety, for example.
The Commission will continue to monitor the situation from the public health perspective jointly with the WHO-EURO, ECDC and the Member States (Health Security Committee).
Memo: "Volcanic Ash Crisis: Frequently asked questions"
Other sites of interest:
JRC situation reports
Help for consumers affected by the volcanic cloud
Press statement on the volcanic cloud
Your rights as an air passenger apply to flight cancellations or delays caused by the volcanic ash cloud or by other exceptional circumstances. They include:
- the right to receive information from airlines (to be informed about their rights and the situation as it evolves);
- the right to care (refreshments, meals, accommodation as appropriate);
- the right to choose between reimbursement of fares or be re-routed to final destination.
In exceptional circumstances you are not entitled to additional financial compensation when the delays or cancellations are not the fault of the airline.
For more information on your rights as an air passenger, please consult the following link:
http://ec.europa.eu/transport/passenger-rights/index.html
If the cancelled flight has been purchased as part of a package holiday, you have more extended rights. If you have not yet started your trip you have the right to obtain a refund for the entire package (including e.g. the flight and the hotel) and if you are stranded you have the right to assistance on the spot. For more information, please see the 'Questions and Answers travellers' rights 
' document.
Complaint forms
If you are affected by the situation, you should contact your airlines or travel agents first. If you booked a package holiday you can download a complaint form here:
If you only booked an airline ticket, you can find a similar complaint form here:
Complaint form air passengers' rights
Where to address your complaint
You should first send your complaint to your airline or your travel agent. You can search for the contact details of your airline's head office in the membership directory of these airline associations:
IATA – the worldwide association of airlines
AEA – the association of European airlines
ERA – the association of European regional airlines
ELFAA – the European low fares airline association
IACA – the international air carrier association
ECTAA – The European Association of travel Agents and tour operators
Who to contact if you need additional help to enforce your rights
If you are experiencing problems having your consumer rights respected, you are advised to contact a European Consumer Centre, a national consumer organisation or a national enforcement body.
A European Consumer Centre (ECC) supported by the European Commission exists in every EU country as well as in Iceland and Norway. All the ECCs are working together to ensure a co-ordinated response to the crisis. Your local ECC can help and advise you. Find a European Consumer Centre near you.
If you only bought an airline ticket, the contact details of the national enforcement bodies responsible can be found here.
if you have bought a package holiday the contact details of the national enforcement authorities responsible can be found here.
If you need to find the alternative dispute resolution (ADR) body responsible in your country for dealing with volcanic cloud related disputes, you can consult this table
.
If you do not reach an agreement with your airline or your travel agent and the value of your claim is less than 2000 €, you can under some conditions use the small claims procedure to resolve the dispute. Your local European Consumer Centre can give you more information and advice on this procedure.
Other site of interest:
