Source: European Parliament
Question for written answer E-000963/2025
to the Commission
Rule 144
Denis Nesci (ECR), Daniele Polato (ECR), Mariateresa Vivaldini (ECR)
Effective customer service is vital to ensuring that passengers can receive assistance, complain about poor service and – particularly in the case of cancellations, delays and refunds – exercise their rights under Regulation (EC) No 261/2004. However, a number of airlines have made it extremely difficult to contact customer service directly, in many cases by doing away with phone or email support, thus forcing passengers to interact with chatbots or use online forms, neither of which is sure to provide timely or helpful answers. This state of affairs is at odds with the right of consumers to receive effective and transparent assistance.
Given that, under EU law, all customers have the right to adequate assistance:
- 1.Does the Commission agree that airlines must be encouraged to guarantee direct communication channels that passengers can easily locate?
- 2.Will the Commission promote European guidelines to standardise passenger assistance arrangements, ensuring that airlines offer adequate tools to handle complaints and requests for information?
- 3.Has the Commission received complaints from consumers who have experienced difficulties in contacting airlines and, if it has, what action will it take to address this issue at European level?
Supporter[1]
Submitted: 6.3.2025
- [1] This question is supported by a Member other than the authors: Stefano Cavedagna (ECR)