Source: European Parliament
The Commission would like to underline that, in accordance with the Air Services Regulation 1008/2008[1], airlines are free to set their own airfares.
However, air carriers must also provide information to passengers on the elements of those fares, particularly as regards optional price supplements such as ‘priority boarding’ services.
As regards the boarding process, it is up to air carriers and airports to design and implement it. It should be however emphasised that accordingly to EU rules on consumer protection and a common principle of consumer contract law, the customer can request a refund if a service has been paid for but is not provided.
Furthermore, if an airline expects that the flight will be delayed beyond the scheduled departure time, passengers are entitled to assistance depending on the length of the delay and distance of the flight.
Finally, while the Commission has no power to intervene in individual disputes between passengers and air carriers, passengers who believe their rights under the regulation have not been respected can contact the body in the country where the incident took place[2] or contact a European Consumer centre when it comes to general consumer rights[3].
- [1] https://eur-lex.europa.eu/legal-content/EN/ALL/?uri=celex%3A32008R1008
- [2] List of National Enforcement Bodies : https://transport.ec.europa.eu/document/download/d7b5dd33-4083-4faa-8132-b6dc8b3a1c07_en?filename=2004_261_national_enforcement_bodies.pdf
- [3] List of European Consumer Centres Network : https://commission.europa.eu/live-work-travel-eu/consumer-rights-and-complaints/resolve-your-consumer-complaint/european-consumer-centres-network-ecc-net_en