EXPERT HOTLINE +48 737 483 737

best hand

ADR – Alternative Dispute Resolution

If you want to learn more about mediation click HERE

claim online 3

Monitored Complaint

A flight complaint    >>>   Submit HERE


The first non-governmental & independent air passenger watchdog in the European Union. We represent and support passengers – the weakest link in the transport contracts. Via constant monitoring of air travel services we campaign on  favorable solutions and legal protection for people traveling by air. Passenger’s satisfaction comes first. 


 We are the first and unique organization within EU monitoring air services and products all kinds of air passengers’ opinions, reported to us on-line. Therefore we can propose and influence legal changes to EU consumer protection and aviation law. We can also come up with practical initiatives and solutions. For example, in order to allow air passengers execution of their rights in time-efficient and friendly way, we established an online mediation body (Alternative Dispute Resolutions). We can mediate between passenger and airline, if both parties agree. We promote the services and products to enhance air passenger experience. We do like innovative solutions most!


Since we are non-profit and independent organization, we need to finance our activities from individual donations. Therefore we invite you to join our passengers’ association, now via online registration, here. Our voice will be stronger and we will provide you support, when needed. You can also get connected with us, while you are about to submit feedback to the airline via e-platform. And, here it is a helpful info-graphic in case of a delayed or cancelled flight!

 Friendly Flying 261


In order to save you time and efforts from reading complicated airlines’ rules & regulations, you can use simplified and automated process for submitting feedback. There is a user friendly, intuitive tool for managing air passenger feedback, now. In addition, it is monitored by us online. Submit in 4 minutes an on-line feedback to the airline via professional e-platform. For more information click on the picture below.


claim online 3



Together we can achieve more
Join us today (membership fee only 20EUR – 70 PLN) or become an individual donor by transferring the amount of your choice to our account:

28 2130 0004 2001 0654 8325 0001

or through our electronic payment system
Join now!


EPF nf ECK spacerseat_logo


eea_grants polska_fundacja fundacja_batorego


Airline consolidat...

16 October 2017

PRESS RELEASE Airline consolidation limits competition and reduces consumer choice, study confirms BRUSSELS, 11 October 2017 An independent research report released today shows that airline consolidation decreases consumer choice. The report finds that airline mergers, acquisitions, joint ventures and code-share agreements, have over time contributed to a reduction in competition, fewer choices and higher prices for consumers. The study was conducted by aviation economists GRA and was supported by the European Federation of Travel Agents’ and Tour Operators’ Associations (ECTAA), the European Passengers Federation (EPF), the European Technology & Travel Services Association (ETTSA) and air passenger rights watchdog Friendly Flying. As airlines and airline groups are becoming more powerful, they are increasingly driving consumers to their own websites where they avoid head-on competition and comparison shopping. The study finds that many airlines do this by making less information available to travel agents and/or financially penalizing consumers who prefer to buy from those independent and neutral distributors. "Particularly now that the airlines have consolidated, the most effective way of ensuring consumers have a fair chance of finding the best air travel option available is through neutral comparison shopping which depends on independent distribution,” finds the GRA report. “The findings of this report expose a harmful double effect of airline consolidation,” says Christoph Klenner, Secretary General of ETTSA. “Consolidation on its own reduces the number of competing airlines, but what is more, the larger airlines and airline groups become more powerful. This power allows them to hold consumers captive to their biased websites in order to reduce transparency and deprive them of the ability to compare competing options.” Michel de Blust, Secretary General of ECTAA, remarks: “Neutral, independent travel distribution plays a critical role in providing transparency and real choice for consumers and travel buyers. As the study shows, if powerful airline groups are allowed to engage in discrimination of the neutral distribution channels, consumers will pay the price in the form of less choice and higher fares.” “The study shows clearly the need to reassess the effects of consolidation on airline competition and the European consumer. An attack on transparency is an attack on twenty five years of a successful EU air transport policy. Europe has the legal instruments and the regulatory framework to prevent further detrimental impact on the consumer from airline consolidation. Obtaining tickets for the best price is the main interest of passengers of any mode of transport,” adds Josef Schneider, Chairman of the European Passengers’ Federation (EPF). ENDS For more information Michel de Blust, ECTAA, +32 2 644 34 50, mdeblust@ectaa.eu Stijn Lewyllie, EPF, +32 476 85 65 00, stijn.lewyllie@epf.eu Christoph Klenner, ETTSA, +32 478 410 064, cklenner@ettsa.eu About ECTAA ECTAA is the European Federation of Travel Agents’ and Tour Operators’ Associations. Its members are national travel agents’ associations from over 30 European countries. About EPF The European Passengers’ Federation (EPF) is the voice of all European transport consumers. EPF has over 30 member organisations across Europe. Friendly Flying is a member of EPF, and a dedicated watchdog of air passenger rights and airline consumer matters. About ETTSA The European Technology & Travel Services Association is the voice of the travel technology industry in Europe. ETTSA’s members are all the principal independent providers of travel information and distribution services. Key findings from the report “Impact of Airline Consolidation on Consumer Choice” (GRA) • Further airline consolidation risks jeopardising competition in key European markets. • Independent distribution is necessary for consumers to compare travel options through neutral and transparent comparison shopping. • Carriers are employing anti-consumer strategies to drive consumers to their own websites to avoid the competition they face on independent channels. • Airlines are hindering effective comparison shopping by denying independent channels access to content and by imposing discriminatory surcharges on consumers who purchase tickets from independent distributors. • De-emphasising comparison shopping harms new entrants, and ultimately further undermines consumer choice. Q&A GRA report What effect has the liberalisation and deregulation of airline markets had? While liberalisation and deregulation have allowed new market entry, government authorities have permitted airlines to consolidate at the expense of competition. What are some of the characteristics of airline consolidation? Consolidation in the airline industry can take the form of mergers and acquisitions, joint ventures, code share arrangements and transatlantic megaairline alliances immunized from the consumer safeguards otherwise found in US antitrust law. Each of these reduce competition. Why should consumers be concerned? A reduction of competition as a result of airline consolidation has led to consumers having less choice and fewer travel options. Airlines have gained the power to increase fares in markets where competition has been reduced. How does airline consolidation affect price transparency for consumers? As airlines and airline groups are becoming more powerful, they are increasingly driving consumers to their own highly-biased websites where they avoid head-on competition and comparison shopping. Airlines are doing this inter alia by making less information available to travel agents and online platforms so as to deliberately make their offer less attractive, and by introducing discriminatory surcharges penalising consumers who want to compare offers. What should European regulators do? Regulators in the EU should carefully assess the effects airline consolidation has had on competition, and determine whether the doctrine used to analyse proposed consolidation is fit for purpose. Also, regulators should prevent airlines from discriminating against consumers who want to compare offers and have price transparency. What instrument do regulators have to address these issues? This should be done by diligently enforcing and possibly strengthening existing rules that ensure fair competition and protect consumers such as (Regulation (EC) No 80/2009 on a Code of Conduct for CRS, and Regulation (EC) No 1008/2008 on common rules for the operation of air service.

Friendly Flying in...

12 May 2017

Friendly Flying, as a member of European Passenger Federation (EPF), took part in an European Parliament Hearing. The meeting was held on the 4th of May in Brussels and organized by the European Technology & Travel Services Association (ETTSA). Three Members of Parliament were listening to consumer and travel operator experts. Approximately 50 guests in the audience had a chance to listen to the panelists discuss problems like airline passengers’ rights, transparency in airline business, consolidation, mergers and their implications, as well as news from the field – what do the consumers/passengers need, what problems do they have, how should we help them and how to facilitate the enforcement of the existing and new-coming regulations. The parliament members seemed very much interested in the presented opinions and recommendations. Friendly Flying will be present in Brussels until the end of this year in order to talk and  bring changes to the enforcement of passengers’ rights, push the execution of airlines’ duties to inform passengers on their rights, influence the strategy decisions and make air travel business more friendly to all consumers and passengers.   Keep your fingers crossed ! :)  

Passengers’ ...

25 June 2016

The European Commission published on 15th June 2016 new interpretative guidelines towards applicable regulation on air passengers rights. Some recommendations are fully in line with remarks submitted by our organization. Firstly, there is no limit to lodge a complaint by a passenger in any official EU language. For example, to any airline flying from / to Poland a passenger has the right to write a complaint in Polish! Secondly, the air carrier should respond to the complaint within two months. This is a result of presentation of the report made by the Friendly Flying on execution of air passengers rights in 2015, followed by months of our engagement in work at the European level. We thank all who signed our petitions and supported us in various ways. It led us to strengthen air passenger rights in EU. Together we can do more!


 As a result of our monitoring of air travel services and handling out-of-court resolution, we have decided to introduce for the first time in 2015 the title of “Passenger Friendly Airline”. We have examined the way the airlines manage the relations with their passengers in case of complaints are received and especially to make sure whether the process is run in dialogue with passengers. The goal of such title is to enhance quality standards and good practices within customer relations, and support introduction of new model for Alternative Dispute Resolution in the European Union, including aviation sector. We are pleased to announce the title in 2015 goes to Ryanair!



The European Parliament voted for enforceable air passenger rights on 5th of February 2014. This decision also resulted from our on-line campaign “NO” to limit air passengers rights! We said “NO” to wait on board of the plane for 5 hours in case of tarmac delay, suspend passenger right to claim compensation at delays from 3 hours and weaken the passenger right to assistance in extraordinary circumstances. Thanks to decision of the European Parliament, delayed or stranded air passengers would be likelier to win compensation, and airlines would get clear rules on how to deal with passenger complaints, under a draft law voted by the Parliament. This vote constituted the European Parliament’s first reading position.