UK European Consumer Centre acts to help volcanic ash crisis passengers claim their rights

May 18, 2010 - PRLog -- The UK European Consumer Centre (UK ECC) has issued a practical complaints package designed to help UK consumers affected by recent flight disruptions exercise their consumer rights guaranteed under EU laws.

The Centre is part of the network of European Consumer Centres (ECC-Net) which worked with the European Commission to come up with the package, available in all languages of the EU, to help consumers.

Jed Mayatt, UK European Consumer Centre (UKECC) Manager, said: “Airspace closure has created huge disruption throughout Europe for tourists and business travellers alike. UK consumers need to know that even in extraordinary circumstances like this, EU Air Passenger Rights (under Regulation 261/2004) still apply.

“Your legal rights will vary depending on whether you have booked a package holiday, including transport, accommodation and possible other services such as car hire, or whether you have booked such services separately. This package outlines UK consumers’ rights in each of these circumstances.

“All ECCs have been working since the start of the volcanic ash crisis to offer co-ordinated practical help to passengers stranded as a result of flight disruptions, who are now experiencing difficulties having their consumer rights respected.”

The package includes a standard complaint letter, a list of addresses where complaint letters can be sent, other practical advice such as the use of the EU small claims procedure and answers to frequently asked questions.

EU Health and Consumer Policy Commissioner John Dalli said: "EU consumer rights apply even in extraordinary circumstances.

“Today thousands of consumers affected by flight disruptions are still rightly clamouring for their rights to be respected in practice. My message to them is: do not hesitate to claim what is yours. If an airline or a tour operator continues to ignore your rights, a European Consumer Centre near you can be your next port of call.”

The number of consumers who have contacted the overall ECC-Net for help or advice on air passenger rights has risen seven times during the first week of the crisis compared with the previous week.

More details: The complaints form for package travel and air passenger rights and the practical advice document can be found at www.ukecc.net

The UK ECC provides advice and support to consumers who have a dispute with a trader based in a European country outside the UK and will assist consumers in the attempt to resolve the complaint.

Consumers can make contact with the UK European Consumer Centre via the website – www.ukecc.net – or by phone on 08456 04 05 03 weekdays between 10am and 3pm.

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The UK ECC is part of a network that is made up of 29 centres throughout Europe. The centres work together in order to try and resolve consumer cross-border disputes in an amicable manner. We provide advice, information, and support to consumers.