Why passengers' rights matter
The EU is the only area in the world where citizens are protected by a full set of passenger rights - whether they travel by air, rail, ship, bus and coach.
Europe has experienced a boom in mobility over the last thirty years. Community legislation has therefore been introduced for all modes of transport to protect passenger rights and ensure they are not lost in a myriad of national rules.
EU legislation and key documents
To protect citizens and support the Commission’s goal of a completing the internal market in products and services the EU has adopted rules covering:
A European vision for Passengers [COM(2011)898]
Information for citizens
If you have experienced delays, cancellations, damaged luggage, or have special mobility needs visit the ‘Your Europe’ passenger rights website where you can find information and advice on your rights and how you can get a refund or compensation.
You can find leaflets, posters, videos and all the information material on the passenger rights campaign pages.
You can receive and distribute passenger rights campaign material for free in any EU language by writing at firstname.lastname@example.org
Enquiries and Complaints
Further information on how to exercise your rights:
If you wish to apply for a refund or compensation
For air passengers only, complaint forms are available here:
These complaints must be sent to the airline or competent National Enforcement Body, NOT to the European Commission.
Rail, bus and ship passengers' complaints should be directed to the carrier or company responsible. If this is unsuccessful, or you are not satisfied with the reply you received, then you can complain to the National Enforcement Body in the EU country where the incident took place.
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