Consumer protectionConsumers expect compensation in case of delay or flight cancellation

Today, the Federation of German Consumer Organizations (vzbv) presented survey results on the topic of air passenger rights. According to the results, 87 percent of consumers expect to be adequately compensated by EU air passenger rights in the event of flight cancellation or delay.

For this representative survey, forsa on behalf of vzbv conducted telephone interviews with a total of 1,001 people in Germany aged 18 and above in November and December 2021.

These are further insights:

  • With 87 percent, most German consumers said they expect to be compensated for annoyance, inconvenience, and other disadvantages in the event of a flight cancellation or delay.
  • 10 percent of respondents said they had already made or attempted to make a claim for compensation against an airline.
  • For 77 percent of respondents, air passenger rights were an important EU success for consumers, and 70 percent believed that air passenger rights would motivate airlines to be more punctual and consumer-friendly.

Klaus Müller, vzbv director, commented: "Passenger rights protect people when they are on the move. The volatile Corona period has also highlighted how important reliable and safe travel is in everyday life. The commitment in the coalition agreement to maintain passenger rights at the current level of protection is therefore a valuable promise to all consumers. However, many people do not even know that they are entitled to certain assistance and so-called compensation payments in the event of cancellations and delays. Therefore, the vzbv calls on the German government to launch a wide-reaching information campaign."

Source: vzbv

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