The MEPs want to preserve the right to compensation for passengers for a 3-hour flight delay. At the same time, they also insist on simpler procedures for reimbursement of expenses and free hand luggage. About our rights as passengers, what we need to know and how we are protected… Andrey Novakov, an MEP from the EPP/GERB-SDS group, speaks to FAKTİ.
– Mr. Novakov, you are the rapporteur on the new rules on passenger rights – what is the most important change that you defend and why?
– The most important thing for me is for passenger rights to become clearer, more accessible and easier to apply. Currently, many people formally have rights, but in practice they find it difficult to benefit from them, because the procedures are often long and confusing. That is why my main focus is on facilitating access to the implementation of these rights - for example, by introducing automatic forms for refunds and compensation claims.
At the same time, it is important to maintain the existing level of protection. This means that the compensation threshold should not be lowered. At the same time, I am also committed to something very specific - to guarantee a decent journey for children and people with disabilities, including the possibility of being accommodated with their relatives and companions without additional charges.
– How would you comment on the attempts to reduce compensation and increase the delay time to 4-6 hours?
– Back in 2013, when the reform began, the European Commission proposed increasing the time thresholds for compensation. The clear rule still applies today - in the event of cancellation or delay of more than 3 hours, passengers are entitled to compensation. Currently, airlines and some Member States are insisting that this threshold be increased, arguing for operational and financial reasons. On the other hand, however, there are passengers and their lost time, missed commitments and personal moments that no compensation can restore. My position is categorical: we cannot increase this threshold. We must not allow passengers' rights to be weakened. At the same time, data shows that the majority of flights operate according to schedule, and cases of delays of more than three hours or cancelled flights are relatively limited. Therefore, I see no reason to take a step back.
– Why is it so difficult for passengers to receive compensation today, even though they are entitled to it?
– There are several reasons and they accumulate. First of all, there is often a lack of sufficiently clear and timely communication from the airlines, which creates confusion right from the start. Secondly, many passengers simply do not know their rights. According to data from a survey that we conducted on my initiative in Bulgaria, about 65% of people are not aware of what they are entitled to in the event of a flight problem. Added to this are the procedures themselves, which in many cases remain complex and time-consuming. As a result, many people give up on continuing to seek compensation, even though they are entitled to compensation. That is why one of the goals of the changes is to make the process clearer and easier for the passengers themselves.
– Should hand luggage be included in the ticket price and when will there be real transparency?
– It is important to find a balance. Passengers should have the right to choose what luggage to travel with, and airlines should determine what services they offer and at what price. The European Parliament insists that the small cabin suitcase be included in the ticket price. My opinion is slightly different. After all, there are no free things. If a service is included “by default”, this is inevitably reflected in the final price. That is why I believe that transparency is the most important thing. The passenger needs to know what he is paying for and have a real choice according to his needs.
– Is it legal for a trader to refuse payment with a 200 euro note, as happens on planes?
– This issue does not fall under the scope of the passenger rights regulation. It regulates situations such as delays, cancelled flights or denied boarding. In this case, it is more a matter of commercial policy and practical security considerations for airlines. The 200 euro note is legal tender and is accepted everywhere.
– Is the 100 ml limit on liquids at airports a thing of the past and what does this mean for passengers?
– This restriction is also not part of the passenger rights regulation. It stems from aviation security rules developed at international and European level. The goal is clear – preventing risks on board. Whether this rule will be abolished depends on the development of technology. Some airports already have modern scanners that allow for the relaxation of restrictions, so we may gradually see a change.
– One of the topics is free hand luggage - will there be a guaranteed right to a second free hand luggage?
– The topic is part of the European Parliament's position and is a priority for a number of member states. At the same time, it also meets with serious skepticism, so the decision will be the result of ongoing negotiations. For me, it is important to have clarity – passengers should know exactly what they are paying for. It is also unacceptable to impose disproportionately high fees for a minimal deviation in the size of luggage. For example, a suitcase that is a few centimeters larger would impose a fee of 75 euros. I would not support excessive interference in the business models of airlines, but I also believe that there should be reasonable limits and predictability for consumers.
– What will be the new facilities for filing complaints and claiming compensation – will automatic forms really be introduced?
– One of the main ideas we are working on is the introduction of an automated and simplified process for submitting compensation claims.
This includes the use of pre-filled forms that will allow passengers to receive their due compensation in a short time. Currently, the procedures are often complex and time-consuming, which practically discourages some people from seeking their rights.
Therefore, the goal is that in the event of a canceled flight or a delay of more than 3 hours - when there are no extraordinary circumstances - the airline itself will send the necessary form to the passenger. With a single act, it will be possible to trigger the compensation or refund procedure without having to go through complicated administrative steps. This will save time and reduce unnecessary bureaucracy. In parallel, other important elements are also being discussed in the negotiations - such as a clear definition of extraordinary circumstances and updating the levels of compensation. Some of the compensations are currently at 2010 levels.
– How will the new rules protect more vulnerable passengers - children, people with disabilities and the elderly?
– There are things that should not be turned into a commercial service. Sitting next to your child is one of them.
That is why we foresee that children up to 14 years of age and people with disabilities will be able to sit next to their companions at no extra charge when tickets are purchased together.
This is already part of a provisional agreement reached between the European Parliament, the Council and the European Commission. I hope to get a final agreement on the issue of people with disabilities and their access to boarding, their companions and everything necessary to receive equivalent service valid for all other air passengers.
– What rights do families with children have and why do they have to pay extra for seats?
– For me, as a father of a child under 14, it is unacceptable to pay an extra 20 euros to be able to sit next to my daughter. This is against, if you will, even security considerations. How can you help your child in a crisis situation if you are not sitting in the seat next to him. The truth is that currently there is no obligation for airlines to seat parents next to their children without additional payment. Some even use this as a model for additional revenue. This is a practice that needs to be changed and this is exactly what we are working towards.
– Where is the balance between the interests of airlines and the rights of passengers – is a compromise possible, or will there be a clash?
– This is the hardest part. We need to find a solution that does not weaken the competitiveness of European aviation, but also does not leave passengers without protection. On 19 March, the A4E Aviation summit took place in Brussels. As rapporteur for Regulation 261, I was invited to a discussion with the CEOs of the largest airlines, as well as other senior executives in the industry. Lufthansa, Ryanair, Air France, easyJet, airBaltic, Icelandair, Jet2, TAP air Portugal, Volotea, Cargolux were represented. With them, we discussed the balance between ensuring that air passengers travel safely and securely, and that the business operates in predictable conditions at a time when the dynamic global and geopolitical context is changing the challenges and opportunities facing European aviation. Shortly afterwards, on 23 March, a meeting was held with the Council of Transport Ministers. The work is intense and intensive, but we are seeking agreement on the main topic – passengers to be protected and airlines not to lose money. There is another important context that should not be ignored. Recently, there have been signals of ticket price increases for some airlines, while the geopolitical situation is creating additional pressure on the entire sector. Data cited by The Economist show that for low-cost airlines, fuel costs reach about a third of their total costs, while for traditional carriers this share is significantly lower. This makes part of the business much more sensitive to any change in the environment and, accordingly, the prices of the services offered. The war in Ukraine, for example, led to the avoidance of Russian airspace, and alternative routes through the Middle East increased costs and flight times. In recent weeks, due to the war in Iran, we have witnessed rerouted or canceled flights. During Covid, there were serious changes in the schedules of a number of airlines. All this shows how dynamic and sensitive the environment in which the aviation sector operates is. That is why finding a balance between the economic sustainability of the industry and the protection of passenger rights is more important than ever. But this balance should not be at the expense of passengers. To your question: Is a compromise possible? Yes, it is possible, but it requires strong political will from the three institutions - the European Parliament, the Council and the European Commission, and of course the participation of the aviation industry.
– When will passengers actually feel these changes - what is the horizon for the final adoption of the regulation?
– The negotiations are expected to be concluded by the end of June. Then the specific timeframe for the entry into force of the new rules will also become clear.