Flight cancellations and delays, missed connections, lost luggage, package holidays and car rentals can all disrupt travel plans. However, the European Commission is reminding travellers that EU rules provide extensive protections and, in many cases, compensation rights.
"Packed your bags and ready for your trip? For those of you setting off on your summer holidays soon, we hope everything goes smoothly and nothing affects your travel plans. But if something does go wrong, you should know that EU travel rules protect you in many situations."
With that message, the European Commission is once again informing citizens that whether their flight is cancelled, their train delayed or their luggage lost, they have rights and should exercise them.
Travellers may be entitled to assistance or compensation for:
- Missed connecting flights.
- Overbooked services.
- Denied boarding.
- Train cancellations or delays.
- Buses or coaches departing ahead of schedule.
- Lost luggage.
- Injuries sustained at sea.
Rights for passengers with disabilities
Passengers with disabilities or reduced mobility are entitled to additional protections beyond those available to all travellers, including free assistance at terminals and onboard vehicles.
When travelling by air, they are entitled to:
- Free assistance with luggage.
- Help during boarding and disembarkation.
- Assistance onboard the aircraft and at the airport before and after the flight.
- Ground services when travelling with an assistance dog.
If travelling with a companion, airlines and their staff must facilitate the provision of assistance and, whenever possible, ensure the companion is seated next to the passenger.
For smoother service, passengers are advised to contact the airline, ticket seller or travel agent at least 48 hours before departure.
Service providers must also provide information regarding wheelchairs, other mobility equipment and, where relevant, associated batteries. Airports likewise offer assistance services.
How to submit a complaint
In most cases, complaints follow a standard process:
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Contact the company from which the ticket was purchased using its official complaint procedure.
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If no reply is received within:
- One month for rail operators,
- Two months for airlines or ferry operators,
- Three months for bus and coach companies,
or if the traveller is dissatisfied with the response, the matter may be referred to the competent national authority in the country where the issue arose.
In Cyprus, the European Consumer Centre Cyprus provides assistance and advice on passenger rights and helps consumers seek out-of-court settlements. Contact: ecccyprus@meci.gov.cy.
EU residents who remain unable to resolve disputes may pursue alternative dispute-resolution procedures.
Air passenger rights
Flight cancellations
EU rules distinguish between cancellations announced more than 14 days before departure and those announced later.
If an airline informs passengers more than 14 days before departure, no additional compensation is payable, but passengers are entitled to either:
- A refund, or
- Re-routing to another flight.
If cancellation occurs within 14 days of departure, passengers may also be entitled to compensation of between €250 and €600, depending on distance:
- Up to 1,500km: €250
- 1,500km to 3,500km: €400
- More than 3,500km: €600
This compensation relates to inconvenience and expenses already incurred, such as hotel bookings or car rentals, where travellers no longer wish to proceed with the trip.
These rights do not affect any separate claims under travel insurance policies.
Denied boarding
Passengers who arrive on time with a valid booking and travel documents but are denied boarding because of overbooking are entitled to:
- Compensation.
- Meals and refreshments.
- A choice between a refund and transport on an alternative flight.
Flight delays
Passengers may be entitled to compensation for delays exceeding three hours.
From two hours onwards, passengers may be entitled to:
- Meals and refreshments.
- Accommodation where required.
- Refunds.
- Return flights where applicable.
Compensation is not payable where delays result from extraordinary circumstances beyond the airline's control, such as severe weather, strikes or political unrest.
Damaged, delayed or lost baggage
Airlines may be liable for compensation of up to approximately €1,800.
Claims should generally be submitted:
- Within 7 days of receiving damaged baggage.
- Within 21 days of receiving delayed baggage.
- After 21 days for baggage believed lost, unless the airline has already declared it lost.
Package holidays
EU legislation requires package holiday operators to provide accurate information about:
- Transport.
- Accommodation.
- Itineraries.
- Insurance coverage.
If holidays do not match what was promised in promotional material, travellers may be entitled to compensation.
If a traveller withdraws from the contract or the organiser cancels the trip before departure, consumers may choose:
- An alternative package holiday of equal or higher quality.
- A lower-quality package with a refund of the price difference.
- A full refund.
If a travel organiser becomes insolvent while a holiday is under way, it must arrange for travellers to return home.
Car rentals
The European Consumer Centre recommends the following when renting a vehicle within the EU:
- Inspect the vehicle and record all existing damage.
- Return the vehicle during office hours.
- Inspect the vehicle with a staff member before handover.
- Clarify any additional charges for:
- Different drop-off locations.
- Out-of-hours returns.
- Cross-border travel.
- Additional drivers.
- Child seats.
- Return the vehicle with the fuel level agreed at collection.
Car rental companies also impose minimum age requirements, which vary by country and vehicle category. Drivers generally must have held a valid driving licence for at least one year.
New rules coming next summer
Last July, the EU approved revised air passenger rights rules aimed at making travel simpler and fairer.
The changes include:
- Children under 12 seated next to an accompanying adult free of charge.
- Clear information on baggage allowances and fees before booking.
- Faster and simpler compensation and refund procedures.
- Better assistance and re-routing during cancellations and major delays.
- Improved protection for connecting journeys.
- Stronger rights for passengers with disabilities or reduced mobility, including better protection for mobility equipment.
The new rules are expected to come into force next summer. Until then, existing EU passenger-rights legislation remains in effect.
