Air Transport Portal of the European Commission

European Civil Aviation Handbook

Information for Passengers

The following documents are a result of discussions between the competent national authorities (National Enforcement Bodies, NEB) and stakeholders: Understanding between NEB - NEB on complaint handling procedures Understanding between NEB - AIRLINES on procedures Answers to Questions on the application of Regulation 261/2004 EU Complaint Form for air passengers (to be sent to the airline or competent NEB, not to the European Commission) NEW POSTER on Air Passenger Rights download A4 format or order A1 format)   NEW LEAFLET on Air Passenger Rights     UPDATED LIST OF NATIONAL ENFORCEMENT BODIES   50 WAYS FORWARD - EUROPE'S BEST SUCCESSES

National Enforcement Bodies according to Regulation [EC]261/2004 from 17 February 2005

Press releases

• 04/04/2007, Commission gives airlines and Member States six months to make the air passenger rights regulation work (IP/07/471)
• 18/07/2006, Passenger Rights & Air Safety - A Commission Priority (MEMO/06/293)
• 17/02/2006, First anniversary of Air Passenger Rights (IP/06/177)
• 16/02/2005, Air transport: Europe reinforces passengers’ rights (IP/05/181)
• 16/02/2005, Transport with a human face: new rights for passengers (IP/05/182)

• 26/01/2004, New rights for air passengers in the whole EU (IP/04/98)

• 15/10/2003, New rights for air passengers: deal is done (IP/03/1392) 

Why passengers' rights matter

The single market for air transport in the Community has greatly benefited passengers: they now enjoy lower fares and a wider choice of carriers and services than in the past. Liberalisation, however, is not enough. Other measures are needed to protect passengers' interests and ensure that they fully profit from the single market.

Air passengers are in a weak position to defend their rights. For example, when booking a flight, they have to accept conditions laid down by airlines; they cannot negotiate their contracts - and rarely know them. When their journeys do not go as planned, perhaps because of denied boarding or cancellation of a flight, they rely on the good will of the carrier to continue their journey or return home. In such cases, passengers are badly placed to look after themselves, particularly when far from home. When they suffer death or injury because of an accident, the liability of the carriers must be clearly defined and the rights of passengers and their families to compensation fully guaranteed.

As well as protection of such basic rights, passengers expect a certain level of service, which carriers do not always provide. While growing pressure on air space and congestion of airports can make this difficult, sometimes some carriers may lack a strong service culture. Competition should stimulate better service but should be accompanied by voluntary efforts by airlines and airports to raise standards.