EU air passenger rights have been in place since February 2005 when Regulation (EC) No 261/2004 of 11 February 2004 entered into force establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights.
In 2011, air travel related complaints were the top concern for callers to the European Consumer Centre network. The main problems centred around cancelled flights (about 30 per cent of cases), delays (24 per cent), lost or damaged luggage (15 per cent), although concerns over denied boarding, non-transparent prices and surcharges, technical problems in the booking process and unfair commercial practices were also raised.
The UK ECC is one of 29 centres operating in the EU, including Iceland and Norway, offering direct advice for consumers. The network is co-financed by the European Commission and member states authorities, such as the Department of Business, Innovation and Skills in the UK.
The Civil Aviation Authority is the national enforcement body in the UK working to help resolve complaints where the flight departs from the UK, or where the ticket was bought in the UK. Complaints are handled by the Passenger Complaints Unit: Tel: 020 7240 6061 or e-mail: firstname.lastname@example.org.
Your passenger rights
For more information, please contact the London press office on 020 7973 1971.
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