After 13 years of negotiations, the Council of the European Union and the European Parliament reached a political agreement to review the framework for passenger protection in air transport, introducing new rules on compensation, service and information for travellers.
The agreement aims to strengthen passenger rights in cases of delays, cancellations and refusal to board, while clarifying the obligations of airlines throughout the European Union.
Amounts of compensation
Under the new framework, passengers will still be entitled to compensation when their flight reaches its destination with a delay of more than three hours or when cancelled less than 14 days before departure. The compensation amounts remain at EUR 250 for flights up to 1,500 km, EUR 400 for intra-Union flights or flights from 1,500 to 3,500 km and EUR 600 for longer distances.
At the same time, airlines will be required to inform passengers electronically of their rights within 96 hours of the arrival of the flight and to respond to claims for compensation within 14 days.
Enhanced care
Major changes are also planned in providing care during long delays. Passengers will be entitled to refreshments every two hours of waiting, lunch after three hours and then every five hours, as well as internet access and two free telephone calls. In cases where overnight is required, airlines will cover hotel accommodation and airport transfer. If the company does not provide the intended assistance, the passenger will be able to cover the costs and request their reimbursement.
Particular emphasis is placed on the protection of vulnerable groups, such as people with disabilities or reduced mobility, pregnant people, children and unaccompanied minors. The new rules provide for free transfer of mobility and assistance dogs, compensation in the event of loss or destruction of equipment, priority in the provision of assistance and re-routing, as well as the possibility to travel next to their escorts or family members without extra charge.
New rules
One of the most important changes concerns the limitation of ‘No-Show’ practice, whereby airlines could cancel the next leg of a journey when the passenger did not use a previous flight of the same ticket. This practice is significantly limited, while it is completely prohibited for passengers with reduced mobility, pregnant and unaccompanied minors.
At the same time, in cases of flight cancellation or refusal of boarding, companies should offer alternative transport within three hours. If they do not, passengers will have the right to organise their own journey and claim compensation that can reach up to 400% of the value of the original ticket.
The new rules also provide for greater transparency in air ticket bookings. Prices will appear in the first place along with the right to carry baggage, while passengers will be informed in time of the causes of delays and cancellations. Furthermore, airlines will be required to have at least one free and effective way of communicating with their customers.
The agreement is expected to receive final approval from the European Parliament and the EU Council before it is implemented in all Member States of the European Union.