Local view for "http://purl.org/linkedpolitics/eu/plenary/2011-03-10-Speech-4-077-000"
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"en.20110310.5.4-077-000"2
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"Mr President, the volcanic ash crisis last year prompted the cancellation of close to 100 000 flights, resulting in absolute chaos for passengers. It is the effect that this crisis had on passengers that I wish to draw the Commission’s attention to today.
Over 10 million people were affected and the cancellations resulted in significant economic costs for thousands of passengers. While airports have signs and leaflets informing travellers of their rights, this is often of little use when faced with cancellations or major travel disruptions such as that caused by the ash cloud. Under EU legislation, passengers have a right to information and assistance from their airline.
However, in reality, the majority of passengers whose travel has been disrupted will spend a lot of time and money chasing down information, seeking alternative tickets or compensation with airlines. This is an issue that the Commission needs be more effective on. The biggest frustration that passengers face in situations like this is trying to get information, trying to get in contact with the airlines. Although they are aware of their rights, this is of little help to them if they are stranded in an airport or on hold to an airline.
While I appreciate that, at the time of the ash crisis, airlines were under unprecedented pressure to deal with thousands of passengers – and I must admit that some did admirably – in general, it is very difficult for people to get information and assistance when it is needed.
The travel chaos as a result of the bad weather in December 2010 further demonstrates this. Passengers require up-to-date information but they need to be able to reach the airlines in order to exercise their rights. Airlines, airport customer services and information need to be more accessible to passengers whose travel has been disrupted. It is not enough to inform European Union citizens of their passenger rights; they must be assisted in exercising them in times of travel chaos."@en1
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