The European Union has launched a massive public information push to tell passengers that they have rights when they travel by air, rail, ship, bus and coach. Charlie Leocha, the consumer member of the Advisory Committee for Aviation Consumer Protections, has raised similar issues with the DOT committee in Washington, DC. But, the US has nowhere near the passenger protections that passengers enjoy in the EU.
For the first time, millions of holiday-makers traveling in the EU this summer will be protected by comprehensive passenger rights – whether traveling by air or rail, and now also by ship, bus and coach. But research shows that two-thirds of passengers are not aware of their rights. For this reason, the Commission is launching a new campaign to inform the many people gearing up to travel this summer about their passenger rights, and how to claim them if needed.
The launch of this education project in late June was comprehensive. It included videos, TV spots, posters that will be displayed at airports, train and bus stations, and at docks where passenger ships board.
Here is a link to posters and videos about European passenger rights.
Click on this link for an explanation of air travel rights. These apply to US airlines operating to and from Europe.
Click here rail rights.
Click here for maritime rights.
Click here for bus and coach protections.
What should you do if you believe your passenger rights have been infringed?
If you consider that your entitlements under air passenger rights legislation have been breached:
• You should first contact the airline or — for issues related to persons with reduced mobility — the airport.
• If you are not satisfied with their response, you can lodge a complaint with a National Enforcement Body (NEB).
• In case of issues related to lost, delayed and/or damaged luggage, you may wish to contact the European Consumer Centre (ECC) in your country: ec.europa.eu/consumers/ecc/index_en.htm
• You may also wish to contact the national consumer organizations: ec.europa.eu/consumers/empowerment/cons_networks_en.htm#national
NOTE: Complaints should in principle be filed in the country where the incident took place.
Charlie Leocha is the President of Travelers United. He has been working in Washington, DC, for the past 14 years with Congress, the Department of Transportation, and industry stakeholders on travel issues. He was the first consumer representative to the Advisory Committee for Aviation Consumer Protections appointed by the Secretary of Transportation from 2012 through 2018.
