This year, the ILT (Human Environment and Transport Inspectorate) has started three new inspections into compliance with passenger rights and the reimbursement period for vouchers by airlines and booking websites. The ILT is also investigating the state of the provision of information about passenger rights on the websites of the airlines. The ILT expects the research results in May 2021.
The reason for the new investigations by the ILT is the recurring reports and complaints from passengers who believe that their rights are not being sufficiently observed. The ILT also wants to see whether the agreements made after last year's inspections are being met. Recent reports and signals indicate that a number of subjects require more attention. This concerns information on the websites, bookings via booking websites and the refund period. These reports and signals are discussed during new ILT inspections.
Consumer and Market Authority
Together with the Netherlands Authority for Consumers and Markets (ACM), the ILT keeps an eye on whether consumers can contact the airline directly in case of cancellation of their individual flight to get the ticket price back. For example, when a flight has been booked through an (online) travel broker. If the travel agent is handling the reimbursement on behalf of the consumer, the intermediary must be transparent in advance at the time of booking about any fees it charges for arranging this reimbursement. In the event of non-compliance, the ILT and ACM can take enforcement action.
Inspections 2020
The new ILT inspections follow on from the 2020 investigations into the behavior of ten airlines that canceled flights due to the outbreak of the corona virus and government measures. The ILT received many reports and complaints from passengers who felt that their rights were not being sufficiently observed by the airlines. The ILT then made extra efforts to get some airlines back in line with the applicable European rules. The airlines investigated now meet the set requirements. The ILT reports this on them website.
