As an example, Luxembourg’s flagship airline experienced a number of turbulent months, marked by numerous cancellations - particularly during the Easter holidays. In light of the situation, Minister for Consumer Protection Paulette Lenert shed light on the big stack of consumer complaints.
According to Minister Lenert, the rise in complaints is not necessarily a negative signal: “We conclude that people are more familiar with their rights. It was one of our campaign goals to make people more aware of their rights in case of travel mishaps. And this has worked, at least that is what the numbers are telling us.”
Most complaints were lodged following flight delays or cancellations. In 38.4% of cases, a decision was made in favour of the passenger. 29% of decisions were in favour of the airline. The other flights were not within the Ministry’s remit. This is also not limited to a single airline, but an accumulative figure across airlines operating out of Findel airport.
Reimbursement, payment by the airline, or compensation always depend on the distance of the flight, the number of hours of delay, and certain aspects such as weather conditions at the affected airports. All rights are listed here.
In the event of a problem, customers should first take up the issue with the airline. After 60 days without a satisfactory response, the National Enforcement Body (NEB), the department dealing with passenger rights for airlines based in Luxembourg within the Ministry for Consumer Protection, must be made aware of the situation.
For companies based outside the country, the European Consumer Centre should be contacted.
In the event of lost or delayed baggage, you should immediately contact the appropriate counter at the airport to report the loss or damage. It is important to contact the airline responsible for the flight within seven days.
Full article on this: What to do when your flights don’t turn out the way they should
