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Passenger rights

Air transport legislation, policy documents, case law and studies

The single market for air transport in the European Union has greatly benefited passengers: they now enjoy lower fares and a wider choice of carriers and services than in the past. However, liberalisation is not enough. Other measures are needed to protect passengers' interests and ensure that they fully benefit from the single market. Persons with disabilities or reduced mobility enjoy specific rights and protection under European passenger rights legislation, at the airport and during air travel throughout the EU. Below you will find relevant legislation, case law and studies relating to air passenger rights. For information and advice on your rights and how you can get a refund or compensation, visit the ‘Your Europe’ passenger rights website .

Legislation

Latest developments

Proposal for a revision of Regulation 261/2004 and Regulation 2027/97

Denied boarding, cancellations, delays and accidents

Regulation (EC) No 261/2004  establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, and repealing Regulation (EEC) No 295/91

Convention for the Unification of Certain Rules for International Carriage by Air (the Montreal Convention)  and its rectification Council Decision 2001/539/EC  

Regulation (EC) No 889/2002  amending Council Regulation (EC) No 2027/97 on air carrier liability in the event of accidents.

Airports and Airlines Voluntary commitments: the Commission has encouraged airlines and airports to prepare voluntary commitments to improve their quality of service. These were presented to the public in May 2001 and since then most airports and airlines have signed up, as recommended by their representative associations. In February 2002 they began progressively to implement them:

  • Airport Voluntary Commitment on Air Passenger Service
  • Airline Passenger Service Commitment on Air Passenger Service

Rights of persons with disabilities or reduced mobility

Other legislation

  • Regulation (EC) No 2111/2005  on the establishment of a Community list of air carriers subject to an operating ban within the Community and on informing air transport passengers of the identity of the operating air carrier, and repealing Article 9 of Directive 2004/36/EC

  • Commission Regulation (EC) No 1546/2006  amending Regulation (EC) No 622/2003 laying down measures for the implementation of the common basic standards on aviation security

  • Council Directive 90/314/EEC  on package travel, package holidays and package tours

Summaries of legislation

Other policy documents

 

Enquiry and complaint forms

EU complaint form for air passengers  (updated 22/12/2014, in 22 languages available through the language button) (to be sent to the airline or competent National Enforcement Body, NOT to the European Commission)

Enquiry form regarding air passenger rights : passengers can obtain information on how to exercise their rights.

 

National competent authorities

National Enforcement Bodies  according to Regulation [EC] 261/2004.

EU rules oblige Member States to nominate or create “national enforcement bodies”, whose role is to verify that transport operators are treating all passengers in accordance with their rights. Passengers who believe their rights under the regulation have not been respected should contact the body in the country where the incident took place.

Understanding between NEB - NEB on complaint handling procedures

Understanding between NEB - Airlines on procedures

National Enforcement Bodies for persons with reduced mobility travelling by air transport