Fuente: © European Union
http://europa.eu.int

EU: Meglena KUNEVA European Consumer CommissionerAirline Ticket Sweep Investigation

Press conference speaking points

/noticias.info/ Brussels, May 8th 2008

Delighted to be able to present to you the mid term results of our airline ticket investigation.

You will remember that last September, 15 Member States, as well as Norway, checked hundreds of websites across the EU for compliance with consumer law. They targeted pricing practices, availability of offers and unfair contract terms.

We knew that there were problems with online ticket sales, but I was appalled to find that 50% of checked websites had problems

Since September, national authorities have been heavily involved in enforcement work. A lot of progress has been made. The main trends are already clear.

(1) It is clear that there are serious and persistent problems for consumers throughout the airline sector as a whole. 1 in 3 websites have been found to have a serious breach of EU consumer law – and have had to be followed up with enforcement action over the last 7 months.

(2 ) Enforcement is working - 50% of these websites have been corrected during this time. This is very positive – many companies have responded quickly to contacts from national authorities.

(3 ) The main problems found are as follows:

* Misleading pricing has emerged as the biggest problem, found in 58% of the sites under investigation.
* Unfair contract terms were found in 49% of those sites (wrong language, content of the small print and opt-in opt-out boxes).
* And problems with non-availability of advertised offers in 15%.

Our results show that these problems exist in all sectors of the airline industry.

And that a wide range of companies are affected.

WHAT ARE THE MAIN LESSONS TO DRAW FROM THESE FIGURES?

(1 ) First, I have to share with you my disappointment with regard to the possibilities to putting information in the public domain.

I believe in the power of publicity but legal constraints prevent the majority of Member States from publishing company names at this stage, while administrative or legal proceedings are ongoing. Norway and Sweden have made public lists of company websites under investigation and the information they provide will provide useful insight (see below).

(2 ) Second, we need to step up our enforcement work.

It is clear that national enforcement is delivering results, almost 50% have been resolved. But cross border enforcement is much lower at only 12%. That is not good enough and I am writing to Ministers to let them know I expect more from cross border cooperation.

Authorities must have the resources to deal particularly with challenging cross border cases. I will discuss the functioning of the network with Ministers – on the basis of an enforcement paper prepared by my services, this Autumn.

(3 ) Finally, I am calling the industry in. A situation where 1 in 3 consumers going on to a website to book an online airline ticket is being confused and mislead and sometimes ripped off cannot continue.

The airline and air travel industry must put its house in order. There is no desire within this Commission for additional regulation. The new airline regulation on pricing will come into force in the Autumn, and that will make commercial obligations even clearer. But industry must comply.

I intend to wrap up this sweep investigation by May 1st 2009. I will monitor developments in this sector closely over the next year.

I expect credible moves to clean up marketing practices across the board during that time. As a minimum, we expect to the airline industry to deliver clear offers for consumers and a level playing field for competitive business, in line with the Single Market. This means final prices upfront, information on availability, and pre-checked costly options.

My assessment of the situation on 1 May 2008 will be decisive for whether further measures will be necessary or not.

But as of now, I recommend to consumers:

* Compare final offers: check the final prices on several airlines before you make a decision.
* Be vigilant: before you move on to a next page, make sure there are no pre-checked boxes of any kind. The only box you must check is the agreement on the terms and conditions. All options involving additional costs should be avoidable
* Complain: If the advertised price is not the final price or if an advertised flights are not available – complain!
* Use your power: use your right to shop elsewhere!

I have set up a European Commission website, it sets out what are the best practices airlines should provide. And highlights some of the worst offenders to avoid.

I hope you will take a moment to look at the Website in detail.

My message is very clear, Europe's 500 million consumers have tremendous power – use it!

Thank you for your interest.

Now I am happy to take your questions. notas_de_prensa_archivo