The 2024 holiday season has not only brought relaxation for many Austrians, but also numerous problems. The consumer advocates of the Upper Austrian Chamber of Labor (AK) are currently particularly in demand to help travelers with a variety of problems. 3.800 consumers have already sought support from the AK this year - a slight increase compared to the previous year, which is mainly due to the insolvency of the travel provider FTI. But while this insolvency is a controversial topic, flight problems continue to dominate travelers' complaints.
Most of the inquiries and complaints received by the AK Upper Austria concerned flight problems. Delays, cancellations and overbookings are among the most common reasons that turn many travelers' dream vacations into a nightmare. What is particularly annoying is that many airlines either do not respond to complaints at all or reject legitimate compensation claims. This forces the AK to enforce travelers' rights in many cases in cooperation with the FairPlane platform - often in court.
This year, 127 consumers and their companions have already successfully made claims and received a total of 104.220 euros. This corresponds to an average compensation amount of 820 euros per case, which shows that the financial impact of flight problems can be significant.
Your rights in the event of flight delays and cancellations
It is important for travelers to know their rights in order to be able to make appropriate claims in the event of flight delays or cancellations. EU Regulation 261/2004 regulates the rights of air passengers within the European Union and ensures that travelers are not left unprotected in the event of irregularities.
If the flight is delayed by two to four hours, depending on the flight distance, passengers are entitled to care services such as meals, refreshments and, if necessary, hotel accommodation. If the flight is delayed by more than five hours, passengers can also request a refund of the ticket price or choose an alternative flight. Particularly relevant is the so-called compensation payment, which can be requested if the flight is delayed by more than three hours at the destination airport. This compensation amounts to up to 600 euros, depending on the flight route, provided the flight departed from an EU country or was operated by a European airline. It is important that outbound and return flights are considered separately.
However, in some cases, such as bad weather conditions or airport strikes, the airline may be exempt from payment as these are extraordinary circumstances beyond its control.
FTI insolvency: Another annoyance for travellers
The insolvency of FTI, one of the largest German tour operators, has hit many holidaymakers hard. In Upper Austria, too, numerous consumers sought advice and help from the AK, as they were directly affected by the insolvency. There is great uncertainty, as many have already made deposits or are about to go on their planned holiday. The AK is on hand to help those affected to find the best possible solutions and navigate them through the legal jungle. This case once again shows how important it is to be well informed and to take appropriate precautions in good time in order to be protected in the event of insolvency.
Package holidays: What should you bear in mind?
In principle, the same claims apply to package tours as to individually booked flights. However, there are additional points to be considered here. For example, if the flight is delayed by more than four hours, a price reduction can be requested from the tour operator, although this is usually less than the direct compensation payment from the airline. Cancelling a flight booking as part of a package tour is generally not advisable, as this can lead to further complications. Instead, travelers should contact the tour operator immediately in the event of major delays.
Consumer protection as an important support
The work of consumer advocates is invaluable in times like these. They not only offer legal assistance, but also help to pave the often arduous path to successful compensation. With their knowledge and experience, they stand up for the rights of travelers and ensure that they do not get caught up in the stress of their vacation.
The AK Upper Austria offers extensive information and support for those affected. Sample letters and online forms for compensation claims as well as numerous tips on the subject of travel can be found on the AK website. The 2024 holiday season may bring many challenges, but with the right support and the necessary knowledge, travelers can successfully assert their rights.
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