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Search ITCM outlines what changes to expect in the upcoming revision of EU air passenger rights, the international service provider which helps passengers claim their right to compensation for flight delays, cancellations, diversions and missed connections, welcomes the upcoming revision of EC 261/2004, the EU Regulation which defines air passenger rights. The European Commission is currently considering revising the current regulation aiming to strengthen passenger rights, further demonstrating its commitment to passengers.

The proposed revision would eliminate grey areas and unclear definitions in the regulation which have so far been an obstacle in the consistent application of passenger rights. applauds this development, as clearly defining “extraordinary circumstances” would be an important step forward for passenger rights.

This initiative, however, is accompanied by a considerable increase in the minimum delay for compensation. The proposal to raise the threshold from 3 hours to 5, 9 or even 12 hours would be a serious setback for the rights of travellers. As such, strongly opposes this particular aspect of the proposal.

The revision also considers concrete measures to improve the handling of complaints and the implementation of penalties and sanctions for airlines which choose to ignore or block legitimate claims for compensation. welcomes this and will continue to help its customers on a “no win, no fee” policy. is also pleased to see the progress made toward clearly defining complaint procedures and deadlines for airlines to settle claims, as this will facilitate the correct application of passenger rights.

Additionally, the proposed revision envisions limiting the airline’s responsibility to three nights in the event of multi-day delays. understands that the financial risk for airlines would be disproportionate without this limit and hopes that it will avoid the costs of compensation, meals, refreshments and accommodation ultimately being passed on to the passenger.

Added Eve Buechner, CEO of “We recognise the importance of clarifying ‘extraordinary circumstances’ to better define occasions where a passenger can and cannot claim for compensation. However, we must be aware that increasing the threshold for compensation to 5, 9 or even 12 hours could mean millions of passengers losing their right to claim”.

Thanks to its largely automated procedures, is a real-time platform directly providing customers with live information through its website or to the user’s smart phone. Through its state-of-the-art platform, also offers to easily handle customers’ claims, lifting the bureaucratic burden impeding customers from claiming what is rightly theirs.

To file a complaint, the affected passenger quickly fills out an online form, and handles the process from there. The customer is only required to pay a 25% commission (plus statutory VAT) only if the claim is settled successfully. This allows passengers to avoid the complicated and time-consuming bureaucratic process and claim up to €600 simply by entering their flight and other data in the Advanced Business Logic (ABL) of the cloud-based system.

The breakthrough online system was recently awarded the Sabre Red Appy Award which recognises the innovative business idea and its design for the Sabre Red Workspace, used by travel agents to shop for and book travel, and the efforts of in making passenger rights more transparent and accessible.

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