A significant portion of these cases involved complaints from Luxembourgish consumers who encountered issues with businesses in other EU countries. That said, foreign consumers also turned to the CEC after facing conflicts with Luxembourg-based companies. Among these, airline-related disputes remained the most common, with approximately one in nine cases involving complaints against airlines.
Thomas Segrétain, Director of the European Consumer Centre, attributes the prevalence of airline complaints to the increasing number of travelers:
“The more people travel, whether in Luxembourg or across Europe, the more they may face these kinds of situations. People are now more aware of their rights, and they want to enforce them. That explains why the aviation sector is so prominently represented in consumer complaints.”
In one case, two Luxembourgish travelers were left stranded due to a flight cancellation and were initially denied reimbursement for their hotel costs. It was only after the intervention of the CEC that they received compensation. Another case involved an Austrian consumer who was charged on a credit card he had never owned. The issue was resolved only after the consumer center pressured the bank to act.
Overall, consumers who sought assistance from the CEC in the past year recovered nearly one million euros.
These cases demonstrate that people are increasingly informed about their rights and are taking action to uphold them.
“This type of research should be conducted both at the European and national levels. Various communication efforts are being made to better inform consumers so that they understand their rights and make informed decisions.”
In addition to handling complaints, the CEC offers free consultations for consumers facing cross-border issues.
Air passenger rights: What to do when your flights don’t turn out the way they should
