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One area consumers are often left at a disadvantage with the companies they interact is in air travel. Flights are delayed or cancelled, luggage is lost or damaged but consumers don't always get the compensation and support they are due. In particular, if your flight departed from Europe or was with a European airline, you have rights under EU law, however not many people understand what they are entitled to. Here is a round up of the support available from our member consumer organisations.


Consumer Reports’ airline reviews will give you honest advice on which domestic airline to use. As well as providing a buying guide which highlights the features that are most important to consider, they have unbiased ratings and airline reviews to help you choose the best airline for your needs.

Altroconsumo has an online resource where they take you through writing a letter of complaint, select the right contacts at the airline and add their name to your complaint before sending it on your behalf.

The airlines you can contact through this system are: Air Berlin, Air France, Alitalia, Blu Panorama, British Airways, Lufthansa, Meridiana, Ryanair, Tap Portugal, Transavia, Turkish Airlines and Vueling.

Danish Consumer Council, have advice about your rights as a passengers at every stage of your journey.

DECO PROTESTE have information about what rights consumers can expect when travelling by air. You can also complain to an airline directly through their website. They will take you through the process step-by-step.

Advice on delays, cancellations and lost luggage
Compensation for lost luggage  
Compensation for flight delay  

Test Achats will help you write a letter of complaint to an airline with advice in French or in Dutch, you can also call on their lawyers to advise you on your claim.

CHOICE has a range of materials for consumers. Complane, an online tool which sends an automatic email to the customer service agents of Australian airlines. As well as advice on Rights in flight and Flight delays and cancellations.

The Netherlands 
Consumentenbond provides information on your rights when your flight has been delayed or cancelled, as well as a pro forma letter to claim compensation. You can also access their Vlucht Claim Service’ where you can check your potential compensation by entering their flight number and the date of the flight - there is also a link on the pay to a recommended claim service operating on a no-win no-fee basis. 

Verbraucherzentrale Niedersachsen provides information on passenger’s compensation and rights on their website as well as via email.

StiWa recently published a special on passenger rights. The article describes passengers’ rights in different situations and gives useful information on how to get compensation (i.e. link to a pro forma letter, list of companies that help to get compensation online and link to the competent ADRs).

UFC-Que Choisir has a useful Q&A on passengers’ rights as well as an online complaint tool to help consumers obtain compensation in case of delays/cancellation/surbooking.


Press Release: New consumer survey finds airline passengers facing widespread delays and luggage problems

New international survey of airline passengers reveals that 1 in 4 flights are delayed, 1 in ten people have their luggage lost, damaged or delayed and less than half of passengers receive assistance or compensation.



World Standards Day 2020: Protecting people and planet with standards

Today is World Standards Day 2020. Standards impact most areas of everyday life, from universal symbols and signals to assurances about product quality, performance, composition and processes. Standards also help protect consumers by making the world easier, safer, more sustainable and more accessible, as well as allowing comparison and benchmarking across a broad array of sectors.
The United Nations’ Guidelines on Consumer Protection (UNGCP) are the only set of global recommendations for government, business and consumer groups to advance consumer rights. The UNGCP promotes both sustainability and establishing minimum standards, which shows the link at the international level between sustainability issues and the use of standards.
Since Consumers International’s creation in 1960, we have worked to ensure consumers have a voice in standardisation. On World Standards Day 2020, which focuses on “protecting the planet with standards”, we are promoting the vital role of standards for a sustainable future. Read on to explore three areas where standards are critical for protecting both consumers and the environment and the work we are doing to ensure continued safeguarding.


Our Latest Publication

Can I Recycle This?: A Global Mapping and Assessment of Standards, Labels and Claims on Plastic Packaging

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