With summer travel underway, passengers might want to review their rights regarding flight disruptions, lost luggage, and package holiday disputes.
As the holiday season begins, many travellers are passing through Findel Airport. While most journeys go smoothly, flight delays, cancellations, or lost luggage can disrupt plans. In such cases, passengers should be aware of their rights – and where to turn for help.
The first step is always to contact the airline or travel agency. However, depending on the issue, different specialised bodies handle complaints. For flight delays or cancellations, the National Enforcement Body (NEB) is the appropriate contact. Lost or damaged baggage falls under the jurisdiction of the European Consumer Centre (ECC), while disputes related to package holidays should be directed to the Luxembourg Consumer Protection Association (ULC).
If a complaint is mistakenly sent to the wrong office, authorities will redirect it internally. To streamline the process, a dedicated form is now available on MyGuichet, part of efforts to digitise and simplify passenger assistance.
Delays or cancellations
Passengers facing cancellations are entitled to a refund or rebooking. They may also qualify for additional compensation. For short-haul flights, compensation can reach up to €250, while for long-haul flights outside the EU, it may go as high as €600.
However, payouts apply only if the airline is at fault.
Before escalating to the NEB, travellers should first attempt to resolve the issue directly with the airline and wait up to 60 days for a response. If no response is received by then or if the response is unsatisfactory, the NEB can intervene.
Late or lost luggage
Passengers experiencing baggage issues may be entitled to compensation if their luggage is lost, delayed, or damaged. The ECC handled 81 such cases in 2024. However, exceptions apply – valuable items should always be carried in hand luggage, as airlines may not reimburse these if placed in checked baggage.
Travellers are advised to photograph their suitcase before departure. This visual documentation can assist claims for missing luggage.
As with all baggage issues, the first course of action remains immediate reporting at the airport to seek resolution on-site.
Package holidays
Package holiday disputes prompted 47 cases to the ULC in 2024, with 15 recorded so far this year. Passengers should carefully review contracts before travel, as last-minute modifications by agencies – though regulated – can lead to complications.
Key recommendations for travellers include: thorough pre-trip research, organising all necessary documentation, allowing ample time for airport procedures, and promptly contacting airlines about any issues. In a recent initiative, Findel Airport has enhanced passenger awareness through a newly installed information stand and supplementary signage detailing traveller rights.
