‘Gaps in laws protecting air passengers’

AIR passengers whose flights were disrupted by volcanic ash over the past two years experienced a lack of information about their rights to refunds and compensation.

A new report by the European Consumers Centres Network claims there are gaps in EU legislation to protect the rights of air passengers and it recommends a more simplified way of taking cross-border legal action against airlines.

It also accuses some airlines of engaging in “dubious practices and policies”.

The ECCN called on all airlines to make their contact details for complaints available via telephone, email and regular post.

It also called on national enforcement bodies across the EU, like the Commission for Aviation Regulation in Ireland, to levy penalties on airlines which visibly failed to respond to consumers’ complaints.

Ryanair emerged as one of the airlines against which most complaints were made over the fallout from the volcanic ash crisis.

The airline was fined €3 million by the Italian aviation authorities over its failure to honour its obligations to assist passengers after the cancellation of flights, although Ryanair has appealed the decision.