Air travel complaints surge to 34pc of ECCI caseload in 2025

Air travel accounted for 34pc of 4,182 ECCI complaints in 2025
ECCI recovered €421,000 total, with €102,729 for Irish consumers
English businesses generated the most complaints, followed by Netherlands and Germany
Flight cancellations, baggage disputes and overbooking formed the main complaint categories
ECCI requires cross-border element and prior airline contact before intervention

The European Consumer Centre Ireland (ECCI) has handled 4,182 complaints during the past year, with air travel accounting for the largest share of cases at 34pc of the total. The centre has recovered €421,000 for Irish and other consumers from businesses across the European Union, according to the 2025 ECCI annual report. Irish consumers have accounted for almost half (48pc) of all complaints and enquiries the centre has dealt with, with the organisation assisting consumers based in Ireland who have a problem with an EU business in any member state.

Most complaints have related to businesses based in the UK, followed by businesses in the Netherlands, Germany, Spain, and France. The ECCI, hosted by the Competition and Consumer Protection Commission, has noted that complaints around air travel reflect ongoing challenges such as schedule changes, weather events, industrial action and global conflicts. The organisation has helped Irish consumers recover €102,729 in 2025, with €318,271 recovered for consumers from other EU countries, while the complaints have covered a broad range of issues including flight cancellations, baggage disputes, and intermediary-related disputes.

The top issues reported by consumers to the ECCI have related to faulty goods, non-delivery, misleading practices, contract cancellations, and right of withdrawal. Passenger claims have been filed predominantly due to disruptions in flight schedules, with passengers seeking out-of-pocket expenses or standard EU compensation for cancellations and delays. Baggage issues have involved disputes regarding delayed, damaged, or completely lost luggage, while overbooking cases have concerned passengers denied boarding due to capacity limits and refund failures involving airlines refusing to refund the cost of alternative travel arrangements.

ECCI Director Colette Crowne shared “complaints around flight disruptions have dropped which suggests airlines are abiding by consumer protection laws, and refunding and rerouting as required. However, we have seen increases in complaints regarding late check-in and oversized baggage charges. Airlines have a responsibility to ensure their baggage and check-in requirements are clearly communicated to passengers before travel to help them avoid unexpected charges at the airport“