The network of European Consumer Centres (ECC-Net) has come out  with a practical complaint package, which is designed to help consumers affected by recent flight disruptions to exercise their consumer rights guaranteed under EU laws. The package includes a standard complaint letter, contact details of all airlines and other practical advice.

In 2009, more than one in five (22.5%) complaints tackled by ECCs concerned air transport. During the first week of the volcanic ash crisis, the number of cases handled by the network has risen 7 times. From the start, the ECC-Net has been put on full alert, working closely together to ensure co-ordinated assistance to EU consumers.

The network of European Consumer Centres (ECC-Net) has been working since the start of the volcanic ash crisis to offer practical help to passengers who got stranded as a result of flight disruptions and are experiencing difficulties having their consumer rights respected. The number of consumers who have contacted ECC-Net for help or advice on air passenger rights has risen seven times during the first week of the crisis compared with the previous week.

The European Commission and the ECC-Net have made available – in all languages of the EU - a practical complaint package which will help consumers effectively claim their rights. The package includes, for example:

• A standard complaint letter, available in national languages.
•  A list of addresses where complaint letters can be sent.
•  Advice on the use of out-of-court dispute resolution with the company, and the use of the EU small claims procedure.
•  Answers to frequently asked questions.

What is the daily business of the ECC-Net?

The European Consumer Centres specialise in helping EU consumers who have had problems shopping for goods or services in another EU country. The network handled over 60,000 cases in 2009. The main services offered by ECCs include:

• Advice on EU-wide and national consumer rights and obligations.
• Assistance in reaching an amicable solution with the trader.
• Directing consumers to out-of-court settlement schemes or advice on the use the EU small claims procedure.