New Report Says US Air Travelers Don’t Know Their Rights

WHY IT RATES: Travel agents are always looking to give their clients an edge while traveling, and teaching them about their rights as an airline passenger should be at the top of the list.—Donald Wood, Breaking News Senior Writer.

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AirHelp released the results of a new survey Tuesday, which found that 92 percent of U.S. citizens do not know their air passenger rights, and globally, air travelers are missing out on $6 billion a year in compensation. Despite requirements of EU law EC 261, airlines are still not making passengers aware of their rights, as 75 percent of U.S. air travelers feel uninformed by the airlines.

AirHelp conducted the survey this month among over 2,000 people across the United States, making it one of the most comprehensive pieces of research on air passenger rights. The survey findings suggest that there is still a long way to go before air passengers are fully aware of their rights.

The survey also revealed that even though one in four U.S. air passengers thought they were eligible to receive up to $700 in compensation, less than 25 percent of those who were on a disrupted flight actually filed a claim. What this shows is that the implementation of air passenger rights regulation EC 261, a 14-year-old law that also covers U.S. citizens traveling to and from Europe, is not widespread enough and billions of dollars in compensation remain in the hands of the airlines.

The three main reasons passengers did not file for compensation included: they were not aware of their rights (63 percent), they did not think that they were eligible for compensation (47 percent) and they did not know how to file a claim (42 percent).

“Although U.S. consumer protection regulations are limited under U.S. law, in many cases, European regulation EC 261 can still be extremely valuable in protecting U.S. air travelers’ rights when they travel to and from the EU,” AirHelp CEO Henrik Zillmer told TravelPulse. “Passengers on disrupted flights to the EU on EU airlines, and any flight departing from the EU, may be eligible to claim up to $700 in compensation under EC 261 for lengthy delays or cancellations. Since airlines are not effectively educating passengers about their rights, travel agents should consider taking it upon themselves to educate their clients about their rights for disrupted flights.”

“Also, in cases where several different flight routes are available, travel agents may consider booking flights on EU airlines to ensure the most protection for their clients,” Zillmer continued. “By choosing airlines based on consumer protection regulations and learning about how impacted travelers can claim compensation from airlines in these situations, travel agents will add more value to their existing services, enhancing the booking and travel experience for their clients.”

Flight disruptions: These are the passengers' rights

For delayed or canceled flights, and in instances of denied boarding, passengers may be entitled to financial compensation of up to $700 per person in certain circumstances. The conditions for this stipulate that the departure airport must be within the EU, or the airline carrier must be landing in the EU and headquartered in the EU. Compensation may be claimed within three years of the disrupted flight.

The reason for the disruption must be caused by the airline. Situations deemed as 'extraordinary circumstances' such as unannounced strikes, storms, or medical emergencies mean that the operating airline is exempt from the obligation to compensate passengers. In other words, 'extraordinary circumstances' do not qualify for flight compensation.

In early 2018, AirHelp launched a brand-new tool to help travelers sift through eligible flights. The app concentrates specifically on flights that are eligible for compensation, and with permission, the tool can check up to three years prior by simply connecting the traveler's inbox to AirHelp.com. With AirHelp's secure app, affected passengers can also check flight eligibility while at the airport. The app will analyze if a flight problem qualifies for compensation and will then register a claim within a few seconds. The AirHelp app is free and is available at the Google Play Store and the Apple App Store.

For more information, reach out to your local travel agent.

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SOURCE: AirHelp press release.