Experts Share Travel Tips at European Consumer Centre Lunch in Luxembourg

On Wednesday 17 July 2024, the European Consumer Centre GIE Luxembourg organised a “European consumer lunch” meeting with experts under the theme “Everything you need to know to travel with peace of mind" at the Foyer Européen, in Luxembourg-Gare.

This information session was organised in collaboration with the Liaison Office of the European Parliament in Luxembourg and the Representation of the European Commission in Luxembourg and was aimed at all consumers envisioning a holiday project who wish to know the rights that protect them as travellers.

The various expert lawyers invited to speak each had two minutes to elaborate on a specific area, namely package travel, luggage, consumer protection and a traveller’s rights, and holiday rentals including habitation and car rental. Karin Basenach, Director of The European Consumer Centre, moderated the discussion.

Christoph Neisus discussed package holidays and deals including at least two travel services. Whether the booking was made online or online, he stressed that it is not common to be able to cancel such a trip free of charge. In principle, a cancellation incurs extra fees. The price of the booking may increase from the time when the booking was made – the provider thus has to inform customers within 21 days prior to the trip. According to current laws (which are under legislative discussion at the European level,) the price can go up to about 8% - it it goes up any higher, the booking can be cancelled. If there is any issue with the booking, a complaint in writing must be filed on the spot with the tour operator, Christoph Neisus stressed. Should no one be available, an email should be sent immediately at the place where the issue occurred.

Jean-Loup Stradella spoke about potential issues consumers can encounter concerning luggage. The three types of problems are delay, loss and damage to the luggage. He advised travellers to make a claim immediately after leaving the aircraft, at baggage services or the airline counter, should some issue have occurred. He stressed that this should be done before leaving the airport. Travellers are allowed to purchase a few “strictly necessary” items, such as a toothbrush and toothpaste and a few items of clothing while the airline works to return the baggage. He emphasised the necessity to “remain reasonable”, as only very limited necessary items’ cost can be covered. As for the maximum compensation limits for lost luggage in the EU, he noted it can go up to €1500-1600 maximum. For valuable items, such as a wedding dress, special written declarations must be made before travelling. Jean-Loup Stradella noted that usually, in package travel, luggage is easily returned if lost. The most complex situations regarding luggage retrieval occur when one arrives at a specific airport and takes a plane to a very remote location (following a separate booking of a connecting flight). The luggage may remain at the first airport and it is often difficult, costly and not a legal obligation for it to be sent on to the owner.

The Directorate for Consumer Protection from the Ministry of Agriculture, Food and Viticulture also checks whether the airline respects the travellers’ rights. Its representatives stressed that the first thing to do in case of an issue is to try to contact the airline, which must always ensure that the flight is carried out correctly. Travel companies have the legal obligation to inform travellers about their rights. After having raised the issue with the company itself and following the trip, consumers can contact the Directorate for Consumer Protection to find out if they would have been entitled to additional rights.  

Kelly Mulombe talked about rentals and what to pay attention to when renting from a private individual. Firstly, she stressed one should be vigilant before committing to the property and paying. Search engines, forums, online reviews and websites should be taken into account. Travellers can ask for a detailed description of the accommodation, as it forms part of the consumer’s rights. She warned that payment should be done securely, avoiding direct bank transfers and paying instead directly at the hotel or on the official website. When the property is not as was advertised, the “Frankfurter Tabelle” is a potentially useful tool, showcasing various faults and their corresponding price reduction percentage according to the specific potential lacks in standards and quality. Consumers can then ask for a reduction in the price of their trip accordingly.

Julie Jasson, lastly, discussed car hire; despite there not being specific legislation provided, she gave some general pointers. When reserving the car, travellers should make sure that they present a credit card (not a debit card) that corresponds to the name of the person who booked the car. The car’s condition should be thoroughly checked. Any damage (including scratches) must be written on the contract, sometimes this can be done online but there may be some delays involved in the report. She also warned that in case the travellers get fined, the car hire company may potentially ask for additional costs related to this.

Furthermore, Julie Jasson elaborated on the fact that multimodal passenger transport (using two or more means of transport), although becoming more popular, is not yet clearly regulated. There is no specific framework agreed upon regarding this mode of travel, but more obligations for transparency and other possible rights are expected to be settled upon during the next months and years.

The public had the opportunity to ask their questions and talk to the various speakers one-on-one after the presentations, which included a light lunch.