Passenger Rights Body Reports Improvements in Air Travel Complaint Handling

On Wednesday 9 July 2025, Luxembourg’s Minister for Consumer Protection, Martine Hansen, held a press conference to present the 2024/2025 report of the National Enforcement Body (NEB), the national authority responsible for upholding passenger rights.

The NEB is the designated authority in Luxembourg for supervising and enforcing passenger rights across all modes of transport, in accordance with European legislation. Operating under the Directorate for Consumer Protection, it offers a dispute resolution mechanism between passengers and airlines and ensures compliance with Regulation (EC) No. 261/2004, which sets out the fundamental rights of air passengers, particularly regarding compensation in the event of flight disruption.

According to its report, in 2024, 51% of complaints received concerned flight cancellations, 45% related to delays and 4% to denied boarding. In 39% of cases, the outcome was in favour of the passenger, compared to 61% in favour of the carriers. According to the NEB, this distribution reflected both improved complaint management by airlines and frequent passenger confusion in relation to the differences between reimbursement and compensation.

With regard to reimbursement, the NEB stated that in the event of a cancellation, passengers may choose between a refund of the ticket or re-routing under comparable conditions and stated that this right applied regardless of the cause of the cancellation.

On the subject of compensation, the NEB stated that, independent of reimbursement, compensation may be due in the case of significant delays, with the amount depending on the distance of the flight. However, the authority noted that compensation is only due if the airline is held responsible. In cases of exceptional circumstances (e.g. extreme weather conditions), airlines are not required to pay compensation.

At the press conference, Director of the European Consumer Centre Luxembourg (ECC Luxembourg), Thomas Segrétain, highlighted that the ECC also handles numerous complaints, particularly those involving lost or damaged luggage, while Legal Adviser at the Luxembourg Consumer Union (ULC), Navid Poushanchi, presented the ULC's actions in defending passenger rights, especially in the area of package travel.

Minister Hansen noted that the continued rise in complaints since 2021 – linked to the increase in air traffic – peaked in 2023, while the decrease in complaints observed in 2024 had continued into 2025, suggesting an improvement in how airlines handle complaints and resulting in a reduction in the number of dissatisfied passengers contacting the NEB.

Minister Hansen also announced the continuation of awareness-raising initiatives, which include information animations on passenger rights being broadcast throughout the year on airport screens and the launch of an online communications campaign to promote the website www.passengers.lu, which centralises useful information for travellers.

Minister Hansen remarked: “Inform, protect, act - this is our commitment to every passenger. A commitment we share with our partners, the ULC and the ECC. I am pleased that, through this exemplary cooperation, strengthened by increased collaboration with airlines, we are making passenger rights fully effective.”

Moreover, the Directorate for Consumer Protection, in partnership with the ULC and ECC, stated that it maintains a physical presence at the airport during peak travel periods, with a shared information stand and the distribution of educational materials.