Airlines must now inform passengers about every charge which makes up the final ticket price. The new regulations enter into force in the entire European Union

The final ticket price consists of air fares or air rates, taxes, airport charges and other taxes and fees. In the experience of the Office of Competition and Consumer Protection, air carriers do not always reliably inform passengers on the charges and rates they will have to pay. In particular, this concerns promotional offers. While informing passengers on the final ticket price, airlines often did not indicate the actual amount of its different components, hiding margins and other costs in airport charges. The latter, by definition, are charges collected from the carriers by airport managing bodies, e.g. for the provision of services to passengers and services related to the plane’s take-off or landing.

Pursuant to EC Regulation on common rules for the operation of air services in the Community, which enters into force on 1 November 2008, each carrier will have to reliably indicate the final ticket price including the air fare, air rate, any taxes and other charges known at the time of presenting the offer. Consumers have the right to expect all types of charges to be specified individually and to be informed about the final price already at the time of making a reservation, and to receive clear, transparent and unambiguous information on any additional charges.

Thanks to the new regulations, passengers will know what part of the ticket price constitutes the carrier’s revenue and what the actual cost of organizing the flight is. This will allow passengers to compare offers available on the market.

Breaches of the Regulation provisions can be reported to the Civil Aviation Office (e-mail: [SCODE]a2FuY2VsYXJpYUB1bGMuZ292LnBs[ECODE]). Only possible infringements of collective consumer interests should be reported to the Office of Competition and Consumer Protection. In justified cases, UOKiK will initiate proceedings. For misleading consumers, the infringer may face significant financial sanctions, which may reach 10% of its revenue in the preceding year.

At the same time, the Office would like to remind all passengers that in the case of delayed flights they are entitled to free-of-charge meals, drinks and other benefits. If necessary, the carrier must also ensure hotel accommodation (and transportation) to passengers. If the flight is cancelled, you are entitled to have the ticket cost refunded or to be offered alternative flight. Moreover, passengers can demand compensation if the flight was cancelled too late. If the airline denies any of the above mentioned rights to a passenger, it is necessary to immediately lodge a written complaint with a confirmation of submission. In the case of flight cancellation, a significant delay or refusal to let a passenger on board, consumers can seek the help of the Passenger Right Protection Commission at the Civil Aviation Office.

A consumer is also entitled to claim compensation for the destruction, damage, delay or loss of luggage during the flight. Claims concerning damaged luggage should be submitted within 7 days of its collection and in the case of delayed luggage - within 21 days.

In individual problems with airlines, passengers may turn to specialized institutions dealing with the protection of their rights, in particular to relevant NGOs: the Polish Consumer Federation and the Association of Polish Consumers. Cross-border disputes can be resolved by way of out-of-court mechanisms with the help of the European Consumer Centre established on the basis of an agreement between UOKiK and the European Commission. Free assistance is also provided by local consumer ombudsmen. Furthermore, consumers can obtain legal advice calling a free consumer helpline 0800 800 008, financed from UOKiK funds.

Additional information:
Małgorzata Cieloch, Spokesperson for UOKiK
Pl. Powstańców Warszawy 1, 00-950 Warsaw, Poland
Tel. (+48 22) 827 28 92, 55 60 106, 55 60 430
faks (+48 22) 826 11 86
E-mail: [SCODE]bWNpZWxvY2hAdW9raWsuZ292LnBs[ECODE]