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EU ministers back changes to air-passenger rules

EU transport ministers have reached agreement on changes in the rules covering the rights of air passengers. 

While the EU Council said that the new framework sought to establish “simpler and clearer rules” for passengers, consumer groups said that it amounted sto a rollback of some key rights. 

The deal, which must go to the European Parliament for approval, comes after 12 years of political gridlock on the issue. 

Compensation for delays 

Among the main changes to the current regulations are those made to the thresholds for compensation due to long delays. 

Airlines will not be allowed to deny compensation because of ‘extraordinary circumstances’, unless they prove that they took all reasonable steps to prevent disruptions. 

Compensation for delays will vary based on distance: 

• Journeys under 3,500km and intra-EU journeys: compensation applies for delays of more than four hours (€300),
• Journeys over 3,500km: compensation applies for delays of more than six hours (€500). 

Agustín Reyna, the director general of European consumer group BEUC, said that the new thresholds would deprive most passengers of their compensation rights, as most delays were between two and four hours. 

Rerouting 

Under the proposals, airlines must offer passengers rerouting at the earliest opportunity – including the possibility to be rerouted through flights operated by other carriers or alternative transport modes, where suitable. 

If an airline fails to provide an appropriate rerouting within three hours of a disruption, passengers may arrange their own rerouting and claim reimbursement of up to 400% of the original ticket cost. 

The EU Council also said that the right to assistance (refreshments, food, accommodation) was now “clearly spelt out”. 

If an airline fails to provide this, passengers may make their own arrangements and be reimbursed afterwards. 

Cancellations 

Under the proposals, passengers who are informed of the cancellation of their flight less than 14 days before departure are entitled to compensation. 

In such cases, the airline must provide the passengers with pre-filled forms for them to request compensation. 

There are also new provisions introducing strict deadlines for airlines to respond to passenger claims. 

Passengers would have up to six months from the disruption to submit a request or a complaint to the airline. 

Airlines would then have 14 days from the submission of the request to pay compensation or to provide a clear and substantiated reply to a passenger.