Meglena Kuneva, Europees Commissaris voor Consumentenbescherming: Samenvatting van onderzoek naar luchtvaartmaatschappijen" (en) - Europa NU

Meglena Kuneva

European Consumer Commissioner

"Airline sweep wrap up"

Press conference speaking points

Brussels, 14 May 2009

INTRODUCTION

I am delighted to bring you up to date on where we are, after 2 years work of dealing with the international airlines.

What we are doing here is pulling together the results of two pieces of work.

• 1. 

  The first ever pan EU enforcement sweep investigation involving 16 Member States which started in September 2007.
• 2. 

  A follow up "health check" in March 2009 to test the market in the light of 2 new pieces of consumer law.

All of this work is about tackling the plague of hidden charges, pre-ticked boxes and nasty surprises in the small print of airline websites.

Especially in these hard times, people need transparent prices. They need to be able to compare offers, shop around and find the best deal.

Ladies and gentlemen,

I have to tell you I have some bad news and some good news!

Let's start with the bad news (because I know how much you all like that!)

THINGS ARE NOT YET PERFECT WITH REGARD TO AIR TICKET SELLING WEBSITES

As all the people here in this room are regular travellers ...we all know that.

Out of the nearly 70 top airlines checked by our latest study in March this year

There are a dozen that are still giving us real cause for concern.

And there are still too many airline websites that do not fully comply with consumer law.

NOW FOR THE GOOD NEWS

52 of the 70 websites recently surveyed have either been given a complete "clean bill of health" by the initial study. Or in the follow up consultation, the airline companies immediately responded with clear commitments to correct.

This is very good news for consumers!

WE ARE NOT AT ALL COMPLACENT – but we are getting there.

It is a far cry from the pattern two years ago when we first checked the market in September 2007. Then, illegal practices were widespread. Worse still, they seemed almost accepted as "normal practice" in parts of the sector.

That is NO LONGER THE CASE.

There has been a steep change in the level of compliance and the willingness to comply across the board.

LET US LOOK IN DETAIL AT THE RESULTS OF OUR HEALTH CHECK PROCESS

• 1. 

  First I want to put the spotlight on these 16 companies who meet all the requirements under consumer law the study looked at and have committed to maintaining these standards. These are the companies who on a daily basis are treating consumer with the highest possible respect – I want to give them full credit for it.

SECOND I HAVE BEEN VERY ENCOURAGED BY THE RESPONSE FROM INDUSTRY TO THE FINDINGS OF OUR STUDY.

These are 36 companies who have immediately responded to our concerns - either informing us that they have already put corrective measures in place or that they will now take immediate action.

Attitudes have significantly changed across the airline industry.

Airlines who didn't even want to talk to us two years ago are now entering into constructive dialogue. The clear message from the airline industry is that they want a level playing field and equal standards to apply to all.

IT IS IMPORTANT TO RECOGNISE THE SCALE OF THE SHIFT THAT HAS TAKEN PLACE

I cannot go through each company in turn, but I will mention some important airlines where there have been significant moves - Ryan Air, EasyJet, Wizzair, Austrian Airlines.

They have made very significant commitments or in some cases have introduced already sweeping changes on core issues. They are now part of a list of industry leaders who are committed to take forwards a new process to maintain high standards.

We have been almost overwhelmed by the response from industry in the last weeks. What we have seen is a tipping point where finally the majority of main airlines have come on board.

We do not take anything for granted. Companies have to deliver on their commitments and we will watch carefully what happens next. But I think this is a very positive sign for the future.

IN THE LONG TERM NO SINGLE ACTOR ALONE CAN FIX EVERY PROBLEM. IT WILL TAKE A "TRIPLE LOCK" OF THREE KEY ACTORS WORKING TOGETHER TO SUCCESSFULLY CLEAN UP THIS SECTOR.

• 1. 

  First, a new industry wide agreement holds the key to long term successful enforcement.

We needed the major airlines to lead a new industry wide process – and I am pleased to say they seem to be stepping up to the mark!

• 2. 

  Second, consumers have a key role to play in keeping the market clean. Complex pricing and personalised services are part of the new reality of the online marketplace. Consumers need to get more active and more street smart online. We need to stand up and complain more, report rip off hidden charges to authorities and reward good operators who respect our rights. I will say more about this later.
• 3. 

  Third, we must go further to strengthen EU wide enforcement. It is the dedicated work of the new network of national enforcement agencies over the last 18 months that is changing the face of many airline websites across Europe use today.

Let me remind you that

• - 

  Checking 400 websites across Europe
• - 

  Opening investigations into 137
• - 

  And successfully closing 110 separate cases over the course of 18 months – IS NO SMALL TASK.

My friend and colleague Mr Henrik Øe, the Danish Ombudsman will talk to you in more detail about the countless hours of work that have gone into this investigation

This first ever EU wide airline sweep is a huge success story!!

Strengthening pan European enforcement is critically important for the future. I will say more on this issue when I bring forward a new "Enforcement Communication" in June.

Today, I really want to give the network of 27 national enforcement authorities full credit.

Their hard work has laid the foundation for what we all hope will be a much better online booking environment for the future.

Thank you. Now, I will be delighted if my colleague Henrik will say a few words on behalf of the national enforcement network.

Then we will be happy to take any questions you might have.

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