European Union: Consumer Centres act together to help ash crisis passengers

On 4 May 2010, the Network of European Consumer Centres (ECC-Net), supported by the European Commission and operating in all EU Member States (as well as Iceland and Norway), published a practical complaint package, which is designed to help consumers affected by recent flight disruptions to exercise their consumer rights guaranteed under EU laws. The package includes a standard complaint letter, contact details of all airlines and other practical advice.

Source: Europa Press Releases RAPID, Reference: IP/10/492, Date: 04/05/2010

USA: DOT Unveils Improved Aviation Consumer and Enforcement Website

Air travelers will find it easier to file complaints with the U.S. Department of Transportation (DOT) about airline service, compare the historical on-time and baggage mishandling records of airlines, and find helpful tips about air travel thanks to a redesigned, more user-friendly aviation consumer web site unveiled today by the Department. The web site can be found at http://airconsumer.dot.gov .

The improved site contains useful information about the Department’s complaint handling system for consumers who experience air travel service problems, including a web form that consumers can use to file a complaint with DOT about airline service. The site also offers guidance regarding aviation rules and statutes, advice concerning airlines that have stopped operating or filed for bankruptcy protection, and travel tips and publications related to air travel, such as the Air Travel Consumer Report, Fly-Rights and the annual report on disability-related air travel complaints.

Source: DOT press release of Jan. 14, 2010; find full text here>>.