Consumer's Telegram September 2022

Insert of n. 70 - Editorial office: Centro Europeo Consumatori (European Consumer Centre Italy - Bolzano office)

CHAOS AFFECTING EUROPEAN AIRPORTS

Which Rights do Passengers Have?

Staff shortages at airports and airlines, numerous strikes, increased passenger demand after two years of pandemic: there are many reasons for the chaos the air transport sector was affected by during the summer of 2022. Passengers who have experienced this at first hand are not without protection thanks to EU Regulation 261/2004 on air passenger rights and the Montreal Convention. The EU Regulation 261/2004 provides for the possibility to request re-routing, refunds, assistance and in certain circumstances even compensation in case of delays, cancellations and denied boarding, while the Montreal Convention provides for compensation in case of lost, damaged or delayed baggage. For more information see the website of the European Consumer Centre (ECC).


RUINED HOLIDAYS?

ECC Provides Sample Letters for Consumers

The flight was cancelled, the ferry delayed and the hotel was a nightmare? The European Consumer Centre has prepared a series of sample letters to help consumers make their complaints against hotels, tour operators, airlines, ferry, train and bus service providers. They can be downloaded free of charge from its website.


HACKED ACCOUNT?

How to Regain Possession of your Instagram Profile

In recent times, numerous Instagram accounts have been hacked apparently just by clicking on a link: a profile with which you are already in contact, which has already been hacked, sends a link in chat, inviting you to click on it for the most varied reasons (from beauty contests to opportunities to earn money online...). Once the link has been clicked on - it is not clear how - the hacker accesses the profile of the unfortunate person and changes the password, so that the person who has been scammed can no longer access it. Once hacked, it would seem impossible to regain control of your profile. But if you have photos on your profile in which you are recognisable, by following a few steps you can take possession of your account again. Read how to do this on the ECC website.

CASE OF THE MONTH
A consumer turned to the European Consumer Centre (ECC) Italy because she had participated in an online auction, run by a Dutch company, to buy two horses: the highest bids came from the consumer who was awarded both horses.
However, the consumer was having second thoughts about the purchases because she had never seen the horses in the flesh and because she had to organise transport to Italy, with costs she had not thought about before. For these reasons she exercised her right of withdrawal, but the trader did not accept this. The Consumer Rights Directive in fact excludes the exercise of the right of withdrawal in the case of participation in a public auction. However, the use, for auction purposes, of online platforms made available to consumers and professionals is not considered a public auction within the meaning of the directive and the right of withdrawal therefore applies to this type of online auction.
ECC Italy forwarded the case to ECC Netherlands and thanks to their intervention the withdrawal was finally accepted by the company and the consumer was no longer bound by the contract.