Luxembourg expects to handle more than three million passengers in 2026, with complaints potentially exceeding 900. Most of those concern cancellations, delays, or denied boarding, with cancellations taking centre stage this year.
Related to those concerns, the European Union agreed on Monday to a series of new rules designed to make air travel fairer and more transparent for consumers.
Once these regulations come into force next year, they will apply directly to passengers across the EU and are intended to clarify their rights while holding airlines to stricter standards.
Minister for Consumer Protection Martine Hansen welcomed the reforms at a press conference on Wednesday, describing them as significant improvements for travellers.
Under the new rules, airlines will be required to present fares with greater transparency. The base price of every ticket must include both a personal item and hand luggage, ending the practice of hidden fees for basic carry-on bags.
In addition, passengers booking return flights will no longer automatically lose their return ticket if they fail to board the outbound flight. The changes also offer better protection for those taking connecting flights.
The regulations also introduce improvements at airports. Water fountains will become standard throughout the EU, ensuring access to drinking water for all passengers.
For travellers with special needs, a companion will be entitled to sit beside them free of charge, removing an extra cost that previously affected many.
When flights are cancelled, delayed, or otherwise disrupted, airlines will have to take a more proactive approach in finding solutions and offering alternative travel arrangements. If the airline is responsible, compensation must be paid within 96 days, or, if the passenger agrees, a voucher can be provided as an alternative.
The process for correcting booking errors will also be simplified: minor spelling mistakes can be fixed free of charge. Passengers must be updated on the status of their case within 96 hours, and refunds must be processed within 30 days.
Moreover, in case of disputes, passengers are first required to contact the airline, which then has 60 days to resolve the issue. If there is no response, the case can be escalated to the National Enforcement Body (NEB). On average, the NEB resolves complaints within three months.
A recent survey revealed that around one third of air passengers are unaware of their rights, and only half know that they must contact the airline first when a problem occurs. To address this knowledge gap, the authorities are stepping up information campaigns during the holiday season.
These initiatives include posters on trams, videos on airport screens, information stands, flyers, and roll-ups to better inform travellers about their rights and where to turn in the event of issues.
