On Friday 31 May 2024, lux-Airport issued a press release on the subject of the metal detector malfunction at Luxembourg Airport on 10 May 2024.
The press release recalled that a malfunction of a metal detector at the security checkpoint on 10 May resulted in passengers entering the security area of the airport without being fully checked. After an unsuccessful attempt to retrieve all these passengers to undergo the necessary security checks, and in light of the security risk for all passengers, the security area had to be completely cleared following police orders, noted lux-Airport.
During a press conference held on Wednesday 22 May 2024, lux-Airport informed the public about the incident and invited passengers to refer to the airlines as their first point of contact for any claims and/or queries. Lux-Airport said it remains committed to assist passengers to the "best of [its] ability" by working together with the airlines. To its knowledge, passengers impacted by the cancellations or delays have received assistance from lux-Airport, the airlines as well as the handling agent.
To ensure the proper handling of any claims and/or queries for passengers whose flight may have been impacted by this incident, the point of contact for passengers remains with the airlines. Lux-Airport added that it is working in conjunction with the airlines and, should a claim or query which goes beyond the applicable airline regulations be transferred to lux-Airport by an airline, lux-Airport will undertake its "best efforts" to promptly handle them in accordance with applicable laws.
Lux-Airport recalled that, as an airport operator, it does not fall within the scope of EU Regulation 261/2004 of 11 February 2004, which sets out the common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights.
Lux-Airport concluded by thanking again the police, customs, the ground handler, the airlines and the air traffic control for their "excellent cooperation in a unique and exceptional situation" as well as clients and passengers for their "trust and understanding".
