Air Passenger Rights: - European Commission - Europa
Air Passenger Rights: - European Commission - Europa
Air Passenger Rights: - European Commission - Europa
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3.4 Outcome of complaints<br />
The following statistics indicate what happened<br />
to a consumer’s complaint when they sought ECC<br />
intervention.<br />
Of the air travel cases received by ECC Net the<br />
outcome of 27% of cases is unknown or the case<br />
is still open. A further 12% of cases received had<br />
no valid claim, which indicates the need for<br />
consumer education as well as greater clarity on air<br />
travel legislation in this area. Also included in this<br />
section are passengers who were, for instance,<br />
outside the time limit for making luggage claims.<br />
A further 4% were referred by an ECC to a relevant<br />
ADR body and the case is still ongoing. 8% were<br />
solved when the air carrier met the consumer’s<br />
claim after the ECC had been informed but prior<br />
to ECC involvement. A further 16% of all cases<br />
were successfully resolved when the air carrier<br />
met the consumer’s claim via ECC intervention.<br />
However, this also means that in 33% of all<br />
cases received, the problem was either not<br />
resolved or partially resolved. The following are<br />
the reasons why:<br />
1. AIR CARRIER CLAIMED “EXCEPTIONAL CIRCUMSTANCES” 9%<br />
2. AIR CARRIER DID NOT RESPOND TO CONSUMER 7%<br />
3. AIR CARRIER MET ALL, OR PARTLY MET, REG 261/04 RESPONSIBILITIES<br />
BUT NOT A CLAIM FOR DAMAGES / EXPENSES. 6%<br />
4. AIR CARRIER DID NOT MEET LUGGAGE CLAIM. 4%<br />
5. AIR CARRIER MET CLAIM FOR DAMAGES / EXPENSES BUT NOT A CLAIM UNDER REG 261 / 04 3%<br />
6. AIR CARRIER MET NONE OF THEIR RESPONSIBILITIES UNDER REG 261 / 04 2%<br />
7. AIR CARRIER CEASED TRADING 2%<br />
TOTAL 33%<br />
9
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