Are you packed and ready to hit the road? For those heading out on your summer holidays soon, we hope your travel plans don’t go awry. But if they do, you should know that EU travel rules cover you in a variety of scenarios. Whether your flight is cancelled, your train is delayed or your luggage gets lost on a cruise ship, you have the right to make a claim under EU-wide passenger rights.
Your rights if you need to make a claim will depend on the type of transport you use (air, train, bus, boat) and whether you’re travelling to or from the EU. However, in most cases there is a standard procedure to follow if you need to make a claim for delays, cancellations or baggage issues.
First, contact the travel company where you bought your ticket and use the complaint form they provide. If you do not receive a reply from the company within 1-3 months depending on the type of transport you have chosen, or if you are not satisfied with the reply, you can lodge a complaint with the relevant authorities in the country where the problem occurred. You can always contact your local European Consumer Centre for assistance and advice on issues related to passenger rights.
If you still have issues with your claim, you can try to resolve the dispute through out-of-court procedures or through an alternative dispute resolution provider. If you purchased your ticket online, you can submit a complaint through our online dispute resolution platform. These two dispute resolution methods are only available to EU residents.
If you have a disability or reduced mobility, you have the right, like everyone else, to travel by plane, train, bus, coach or ship and to receive free assistance in the terminal or on board the vehicle. If you believe your rights have been violated, please file a complaint following the guidelines above. More information about passenger rights can be found below.
For more information
Passenger rights
Rights of disabled and mobility-reduced travellers
Out-of-court proceedings for consumers
Online Dispute Resolution
European Consumer Centres Network
Download the “Your Passenger Rights” app onto your smartphone ( Google Android, Apple iOS)
