Flying the flag for UK consumers

During 2015, which marked the 10th anniversary of the ECC-Net itself, the number of UK consumers who brought air passenger problems to us remained a key area.

Service Director at UKICC, Andy Allen, said: “Rising caseloads have showed the increasing importance of the ECC network in protecting consumer confidence when shopping across borders.”

One such case was that of Miss H, a primary school teacher from Essex, who arrived at her destination more than four hours late after an Irish airline cancelled her Dublin to Southend flight.

After checking in, she was told at the gate that the flight was cancelled due to a maintenance fault. The airline offered Miss H two alternatives: a flight some four hours later or a flight to London Heathrow and then a bus to Southend. She took the later direct flight and arrived 4 hours and 15 minutes later than originally scheduled.

She then contacted the airline direct to claim compensation. She received no response, but her father suggested approaching UK ECC, which he had heard about in a TV series featuring consumer news. UK ECC asked ECC Ireland to contact the trader on Miss H’s behalf and EUR 250 was recovered for her.

Service Director at UKICC, Andy Allen, said: “We see a broad range of air passenger complaints, spanning ticket problems (maybe arising from technical issues during the booking process or with online check-in), flight delays or denied boarding. Ticket problems could include, for example mistakes, payment-related fees, extras and currency conversation charges. These problems account for a large number of our cases.”

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