On Friday, the minister for consumer protection (CSV), director of the European Consumer Centre Luxembourg (CEC Luxembourg) , director of the Luxembourg Consumer Protection Association (ULC) Aline Rosenbaum, and head of the National Enforcement Body (NEB) at the consumer protection directorate Patrick Wildgen, met at Findel airport.
Their aim? To sign a cooperation agreement that aims to simplify processes and better protect passengers in the European Union.
It was emphasised that passengers are entitled to a refund or re-routing and compensation of between €250 and €600, depending on the distance of the flight and under specific circumstances. This compensation applies not only to flights within the EU, but also to flights to and from the EU.
In 2023, . 1,074 complaints were lodged that same year. In 2024, this figure already stood at 900--just counting the first six months. More than half the complaints concerned cancellations, 45% delays and 3% other incidents.
Although Luxair received the most complaints by number, it had a relatively smaller proportion of complaints.
The resolution of complaints is split almost equally between decisions in favour of passengers and those in favour of carriers, with around 50% of cases dealt with in less than a month, demonstrating a notable efficiency in the handling of complaints. The data show that 1.4% of flights are the subject of complaints. In 2022-2024, approximately 58,000 flights were operated annually from Luxembourg, with a minority of passengers filing complaints (less than 2%).
Baggage is another source of complaints. This is governed by the Montreal and Warsaw Conventions and covers loss, delay and damage with a maximum compensation of €1,600 per bag or €27 per kg, depending on the situation.
In the case of package holidays (which include several services such as transport, car hire, accommodation, etc.), a single organiser is responsible for all the services, even if they are subcontracted. It is this organiser--often the tour operator--that should be contacted after making a request to the service provider linked to the problems.
To simplify the process, passengers are encouraged to consult the , which offers information and simulation tools to help them understand their rights. It is crucial to contact the airline in the first instance and, if there is an unsatisfactory response after a reasonable period, to lodge a complaint with the NEB. Under circumstances considered to be extraordinary, no compensation is required. This approach aims to strengthen cooperation between passengers and airlines, while ensuring effective protection of consumer rights in Luxembourg.
Consumer protection minister Hansen emphasised: “Our aim is to ensure that every air passenger in Luxembourg travels with complete peace of mind. This is why we are actively committed to informing consumers about their rights as air passengers. [...] Our teams are in regular contact with the airlines to work together to find solutions to the problems encountered by passengers.”
This is not restricted to air passengers alone, but also includes travel by train, boat and bus.
This article was originally published in .