If you want to learn more about mediation click HERE
Here a helpful infographic in case of a delayed or cancelled flight !
We are the first and unique organisation 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 organisation, we need to finance our activities from individual donations. Therefore we invite you to join our passengers’ association, now. We will provide you with useful information and we can also support us, while you are about to submit feedback to the airline. In return you can benefit from on-line complaint at e-platform.
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.
To submit your online feedback directly to an airline, please follow these three steps. It takes you 4 minutes and everything is done.
# fill in the feedback form at the e-platform
# pay via electronic system for monitoring your online feedback to the airline
# confirm your entry (by clicking on the activation link or paste the code provided in the email which you will receive at your private e-mail account. It may sometimes happen that the confirmation goes to Spam, so please check your Spam box)
16 October 2017
12 May 2017
25 June 2016
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.