Make sure we monitor air passengers' rights

The representative of Air Passenger Watchdog in EU (Friendly Flying), an associate member of European Passenger Federation (EPF), has had an article published in the journal Regional International. The effectiveness of EU Regulation 261/2004 has been studied. The conclusion reads the regulation is not doing its job properly; and that passengers are still inconvenienced by cancellations, long delays and denial of boarding through overbooking. National Enforcement Bodies, which are responsible for implementing the regulation, often do not receive relevant data from the airlines.

From Friendly Flying's own traveler feedback, most claims arise from one of four problems:
1) The right to use the first option to re-route under comparable conditions.
2) The airlines' duty of care while passengers wait for re-routing and rights to compensation, especially if airlines use their own interpretation of the "extraordinary circumstances" clause.
3) Differing rights in the case of a delay or cancellation.
4) The lack of time limits for lodging complaints.

Some but not all of these issues are being dealt with in the current revision of EC 261/2004. Friendly Flying is constantly monitoring the situation of air passengers in EU. Every passenger can report her/his case here and get support from experts of Air Passenger Watchdog in EU.

What do we do for the air passengers?

Our mission is to execute the air passengers' rights and make necessary changes happen. We help passengers who have doubts and questions connected with the air service. Collected opinions and evidence give us certainty that we know what is going on during the journeys. Our knowledge serves the passengers. We want their voices to be seriously considered while making any decisions regarding the future, especially when it comes to providing more friendly flying. 

 

We realize our consumers' goal through:

• A presentation of passenger’s opinions to the various decision makers within the European Union, and an initiation of solutions and pursuance of their implementation.
• Education of passengers in terms of rights and constantly changing terms of services on the air services market.
• Helping in case of dissatisfaction with the service, during or after the journey; seeking the solution to any problem.
• Encouraging passengers to express their opinions and experiences.
• Enabling a collective presentation of opinions and submitting them.
• Gathering of information and consumer research, where passengers express their outlooks on journeys on the aircraft.
• Focusing on a few key issues, among others: fares and tickets, quality and level of the services, investments and ecology.
• Cooperation with governmental and local administration, with the organisations representing consumers in Europe and on other continents and with a wide group of service suppliers of the air travel industry.
• Caring for the balanced development of air travel in the European Union with careful consideration of ecology, ethics and other social aspects.