Shake-Up for EU Passenger Rights

MEPs are pushing for radical and far-reaching changes to passenger rights throughout the EU.

They have called for a common reimbursement form, no charge for selecting a child seat, free on-board personal item and small hand luggage and better protection for what are called multimodal journeys.

The changes are being proposed by the EU parliament’s Transport and Tourism Committee.

Its members say this is needed in order to close enforcement gaps and make sure passengers are better aware of their rights in the case of travel disruptions.

Draft rules seek to clarify the role of intermediaries (ticket vendors or retailers) in reimbursing air passengers for cancelations, long delays or denied boarding.

MEPs want these companies to inform passenger at the time of booking about the full cost of an air ticket, intermediation or service fees, and the reimbursement process, which should not take longer than 14 days. 

Should an intermediary fail to respect this deadline, it would be up to the air carrier to process the reimbursement within seven days.

The Euro deputies say they support the proposal to introduce a common form for compensation and reimbursement requests. They also want to add a provision tasking air carriers with sending passengers the pre-filled form, or activate alternative automatic communication channels, within 48 hours following a disruption.

To reduce the margin for interpretation as to what constitutes extraordinary circumstances that would allow airlines to deny compensation, the Transport and Tourism Committee followed the existing position to have a defined list of exceptions, such as natural disasters, war, weather conditions or unforeseen labour disputes (excluding strikes by airline staff).

The draft, seen by this site, seeks an introduction of common dimensions for hand luggage. Passengers, it states, should have a right to carry on board one personal item, such as a handbag, backpack or laptop (maximum dimensions of 40x30x15 cm), and one small hand luggage (maximum dimensions of 100 cm and 7 kg) without an additional fee.

MEPs also want to ensure kids under 12 years old are seated next to their accompanying passenger free of charge. They also want more protections for persons with reduced mobility by making sure an accompanying person can travel with them free of charge, and adding a compensation right in case of loss/damage to mobility equipment or injury to an assistance animal.

In a separate vote, Transport MEPs backed new draft rule on rights in multimodal journeys comprising at least two modes of transport (plane-bus, train-bus-plane, etc.) by 32 votes to one and nine abstentions. If a passenger has bought a single multimodal contract from one operator, switching between transport modes should not mean losing protection against missed connections and assistance, MEPs say. Should a missed connection result in a travel delay of 60 minutes or more, the passenger should be offered meals, refreshment and a hotel stay free of charge, as needed.

Since only a single multimodal contract would offer full protection, the Transport and Tourism Committee inserted an obligation for carriers and intermediaries to inform travellers, before purchase, what kind of ticket they are buying (single, combined or separate multimodal). Failing to do so would make sellers liable for reimbursement of the ticket and for 75% compensation if the passenger misses a connection.

Rapporteur on enforcement of passenger rights, Italian Socialist MEP Matteo Ricci, told this site: “This marks an important step toward fairer and more transparent travel. “

“The agreed compromises protect all passengers, with special attention to persons with disabilities and reduced mobility, and introduce concrete measures such as the clear definition of free hand luggage up to a maximum size of 100cm, a fundamental right to avoid unjustified extra costs. Increased transparency for intermediaries and strengthened enforcement bodies will ensure a fairer and more efficient system. Parliament is taking a strong position that defends citizens’ rights.”

Rapporteur on air passenger rights Andrey Novakov added: “Every delay, cancellation or confusion at the gate reminds us why passengers need stronger rights. Better protection for passengers also means clear and fair rules for industry. The European Parliament has made real progress, but our work is far from over.”

Further reaction came from the rapporteur on passenger rights in the multimodal journey, Jens Gieseke, who said: “For the first time, we are creating clear and enforceable rights for combined journeys by train, plane, bus or ferry. 

“We are enshrining in law key guarantees, including the right to timely and reliable information, fair reimbursements for missed connections, more accessibility for people with reduced mobility, and clear liability rules for intermediaries and carriers. Our proposals are intended to strengthen passenger confidence and encourage companies to develop more attractive multimodal offers.”

“They set out clear, reasonable obligations for carriers – and at the same time ensure passengers are not abandoned,” added the MEP.