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Consumer's Telegramm European Edition
If you wish to be informed monthly about European consumer news, just subscribe our free newsletter.Consumer's Telegram September 2007
Insert of n. 56 - Editorial office: Centro Europeo Consumatori (European Consumer Centre, Bolzano - Italy)Air Travel I
New Regulations concerning disabled Passengers or People with limited Mobility
On July 26th 2007 some of the regulations of the European regulation 1107/2006 concerning disabled passengers or people with limited mobility entered in force. Those rules will apply to all flights departing from or arriving in a Member State of the EU or those using a such one for transit. Since July, 26th airlines are not allowed anymore to deny passengers who are disabled or suffer from limited mobility the booking or boarding of a flight, except if international, European or national security guidelines or the size of the airplane or its doors make the transport of disabled people or passengers with limited mobility impossible. In such cases, the passenger has got the right to claim compensation for the ticket or to use an alternative flight. Moreover the airlines must care for the publication of the security guidelines as well as for the information about possible limitations for the transport of disabled people or people with limited mobility; also the tour operators are obliged to inform passengers about all aspects of the flights sold, organised or offered by them or included in their tour packages. More improvements for disabled people are to come after the 26th of July 2008: On this date the rest of the regulations contained in the mentioned regulation will enter in force.Air Travel II
ECC meets Civil Air transport Office (ENAC) Bolzano and Airport Running Company ABD
Quite a big number of complaints that come to the European Consumer Centres (ECC) day for day concern problems with airlines. This field is regulated by the regulations of the European Union No 889/2002 (delays, loss and damage of baggage) and No 261/2004(essential delays, cancelling or overbooking). Moreover every Member State has nominated an organ that is responsible for the realisation of regulation No 261/2004 (national enforcement bodies-NEB). In Italy the national civil air transport office ENAC fulfils this task. In July there was a meeting of representatives of the ECC, the ENAC Bolzano and the ABD, which is the company that runs the airport of Bolzano. At this meeting problems and experiences were discussed. The responsible of ABD explained in which way they dealt with problems of the passengers like delays/cancellations/overbooking or difficulties with the luggage. As in South Tyrol there is no representation of airlines at all, the ABD has to settle all the passengers’ problems. Moreover, the Service Charta was presented at the meeting. The statistics presented by the ABD show that the passengers of the airport Bolzano are very satisfied with the services offered there. The responsible of the ENAC finally showed how they controlled the application of the EU laws concerning air travelling. Very often it happens that the airlines do not react in a proper way or in an appropriate period of time to the complaints of the passengers. Therefore, problems are often reported to the responsible office of the ENAC (the one at the airport of departure or arrival), so that this authority can detect and punish offences of the airlines. A good collaboration between ECC and NEB is essential in order to help passengers to get their rights. The mentioned meeting was an important step in that direction. Further information about the two EU regulations and the activities of the ENAC are available on: www.enac-italia.it.Case of the Month
This time the case of the month is about the damage of a suitcase during the flight. Arriving at her destination airport a consumer realised that her suitcase had been damaged. Of course, the woman immediately contacted the counter for complaints to report the damage of her baggage and fill in the so called PIR form (Property Irregularity Report) Immediately after returning from her holiday, the tourist sent a written complaint to the airline, asking for compensation of the broken suitcase. In order to be able to prove the damage she went to the shop where she had bought the suitcase and asked for a valuation of the damage. A Regulation of the European Union and the Treaty of Montreal say that the consumer has got a right of getting a compensation or reimbursement if the baggage is damaged, lost or in delay. In this case, the consumer got a compensation for her damaged baggage. |
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