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Parliamentary questions
30 June 2017
P-003577/2017
Answer given by Ms Bulc on behalf of the Commission

1. In case of unsatisfactory reply from airlines, passengers should contact the National Enforcement Body (‘NEB’). Indeed, according to a ruling of the Court of Justice of the European Union, the NEBs are not obliged to ensure that individual rights of passengers are respected(1). However, in compliance with principles of good administration, they should provide passengers with an informed reply.

The European Consumer Center Network ‘ECC-Net’(2) provides information on how to seek mediation with the airline or how to bring a case to a national court or to Alternative Dispute Resolution (ADR) or consumer Online Dispute Resolution (ODR).

The European Small Claims Procedure(3) may also be of assistance. This procedure aims at simplifying the evaluation and settlement of small cross-border disputes and at reducing the costs of such action.

2. In June 2013, the Commission issued a recommendation for the Member States to have collective redress mechanisms in place to ensure effective access to justice. National redress mechanisms should be available in different areas where EC law grants rights to citizens.

3. In its proposal for a revision of the regulation(4) the Commission proposed measures aiming at ensuring effective and consistent enforcement through better coordination of enforcement policies carried out by the NEBs. In particular, each year, NEBs should publish statistics on their activity, including on sanctions applied.

(1)Joined cases C-145/15 and C-146/15, Ruijssenaars e.a., ECLI:EU:C:2016:187, paragraphs 32, 36 and 38
(2)http://ec.europa.eu/consumers/solving_consumer_disputes/non-judicial_redress/ecc-net/index_en.htm
(3)http://ec.europa.eu/justice_home/judicialatlascivil/html/sc_information_en.htm
(4)Proposal for a regulation amending Regulation (EC) No 261/2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights and Regulation (EC) No 2027/97 on air carrier liability in respect of the carriage of passengers and their baggage by air, COM(2013) 130 final.

Last updated: 4 July 2017Legal notice