Live

Traveling in Europe? Here’s what the EU guarantees you

When we plan a trip, we usually assume everything will go smoothly. But in reality, canceled flights, delayed trains, or lost luggage are part of the everyday travel experience. To address this, the European Union has built a framework of passenger rights. Yet how effective — and how easy to use — are these protections in practice?

Passenger protection in the EU is not uniform. Your rights depend on whether you’re traveling by plane, train, bus, coach, or ferry — and also on whether the journey is within the EU or international.

The most well-known rules apply to air travel, often highlighted in disputes over flight compensation. But far fewer travelers are aware that similar rights exist for buses or ferries. The challenge? It’s up to passengers themselves to figure out which rules apply and how to claim their rights.

Complaints in theory vs. reality

The first step in case of a problem is always to complain directly to the airline, travel agency, or carrier. If their answer is unsatisfactory — or never arrives within the legal timeframe (usually 1–3 months) — you can escalate the issue to a national authority.

On paper, this system looks straightforward. In practice, the maze of institutions, deadlines, and forms often discourages people from pursuing their case. That’s why specialized firms offering “compensation recovery” for a fee have become popular. But this also raises a question: if passengers need intermediaries, is EU protection really accessible?

National authorities and European Consumer Centres

If a complaint to the carrier doesn’t work, passengers can turn to a national authority responsible for that mode of transport. In Poland, for example, different bodies handle aviation, road, and rail. This fragmentation makes it harder for passengers to know where to turn.

Another option is the network of European Consumer Centres (ECCs), which provide advice and mediation in cross-border disputes. They’re especially helpful for people without legal expertise. However, ECCs cannot enforce decisions — their success depends on the cooperation of the carrier. This shows the limits of the current system: effectiveness often rests on goodwill rather than strict enforcement.

Alternative dispute resolution and the ODR platform

If national-level complaints fail, passengers can try alternative dispute resolution (ADR) mechanisms or use the EU’s online dispute resolution platform (ODR). The platform is especially relevant for tickets purchased online, which is now the norm.

While the ODR tool is part of the EU’s strategy for quick and affordable conflict resolution, its real-world impact remains limited. Not all carriers are obliged to take part in ADR, and the ODR platform itself is often criticized as complicated and not very effective. As a result, despite being innovative, these tools are still used by only a small group of passengers.

Rights of passengers with disabilities and reduced mobility

One of the strongest elements of EU law is the guarantee of equal access for passengers with disabilities or reduced mobility. This includes free assistance at terminals and during travel, regardless of the mode of transport.

This is a clear step towards equality and non-discrimination. Yet practice shows a gap between law and reality. Assistance at airports or train stations may arrive late, be poorly coordinated, or simply insufficient. Oversight is especially weak in smaller terminals and ports.

This raises an important question: is it enough to rely on passenger complaints, or should there be systematic inspections and penalties for non-compliant carriers?

What’s next for passenger protection?

Looking back, it’s clear that EU rules have improved passengers’ rights over the past two decades. Travelers now have more tools to defend themselves, and carriers are required to follow set complaint and information procedures.

But the system remains fragmented, complex, and not always effective. With growing mobility, new technologies, and the rise of multimodal transport, EU rules should become more coherent and easier to use.

The big question for the future is: should the EU move towards a single, unified system of passenger rights — regardless of whether you fly, take the train, bus, or ferry?

Written by

Shape the conversation

Do you have anything to add to this story? Any ideas for interviews or angles we should explore? Let us know if you’d like to write a follow-up, a counterpoint, or share a similar story.

Write a counterargument article Write a related article