In a major step to improve consumer rights in the aviation industry, the European Union has proposed a new rule that would force airlines to address passenger complaints within 14 days.
The plan would legally require airlines to promptly resolve consumer complaints, including those involving misplaced luggage, delays, cancellations, and other service interruptions. Travellers have long complained about reaction time delays, particularly in the wake of post-pandemic travel congestion and staff shortages.
The EU’s larger plan to increase accountability and openness in the airline sector includes this project. It also entails improved data exchange between regulators and airlines as well as more transparent information about the rights of passengers.
Consumer advocacy groups have widely welcomed the proposal, noting it would help restore trust in air travel and reduce the burden of lengthy legal battles. If approved, the rule could set a global precedent, pushing airlines worldwide to improve their customer service standards.
