Summary:

This petition you are signing is to enhance passenger rights within the EU and UK. While Air passenger rights exist and these detail the assistance an airline must provide to a passenger in case of a delay or a cancellation. This is loosely enforced, some airlines opt to not have physical personnel in airports they operate and offer limited guidance to their passengers 

The issue:

If you have ever experienced a cancellation, you will know that this is a stressful situation. You are advised by a screen that a flight has been cancelled and your mind starts to wonder, how will I get back home or back on track with my itinerary. But you think "No worries there are Air passenger rights that will help me out". The truth is that these situations are loosely enforced and not clearly stipulated how assistance is to be provided to the passenger in relation to a delay or a cancellation.

While at an airport, your first thought will likely be to find a representative of said airline and they will be able to explain to me my rights, my options and be able to assist me through this cancellation. Unfortunately, this is not always the case. Some airlines do cut back on having any physical presence within airports they operate from.

Now you may be thinking, well they sent you an automated email detailing your options, but there are multiple reasons why this is not enough:

• You may have may be an elder.
• You may be a vulnerable adult.
• You may not have access to internet from your phone.
• You may not have personal device with access to internet at this time.
• Your phone may be broken.
• Their phone helpline may be closed, as it's past their operating times, (This is the case your flight is too early or late in the day).
• Or you may just have such a complicated booking itinerary that you need a representative that is able to guide you through it.

The consequences of flight cancellations without adequate support can be severe, leaving passengers stranded, financially burdened and emotionally distressed. It’s crucial for airlines like EasyJet to have dedicated staff at airports, especially during times of flight disruptions, to provide necessary assistance, guidance, and to ensure compliance with passenger rights as stipulated by law.

EU/UK 261 vs Reality & example: 

• EU Regulation (EC) No 261/2004 & UK261 -Article 14, paragraph 1:
  
  The operating air carrier shall ensure that at check-in a clearly legible notice containing the following text is displayed in a manner clearly visible to passengers: "If you are denied boarding or if your flight is cancelled or delayed for at least two hours, ask at the check-in counter or boarding gate for the text stating your rights, particularly with regard to compensation and assistance".
  
  
• Reality: 
  Some airlines, especially low-cost airlines, do not have personnel at the airport in times of cancellations. They don't have check-in personnel available, offices or physical staff at their airports.
  
  Essentially, they cut back on hiring local staff and rely on the staff on the existing flight that was due to arrive, to board their customers. But in case of a cancellation, the airlines do not have physical presence at the airport to assist and airports don't seem to enforce good air passenger information. 
  
  
• Example:
  Schiphol Airport is one of the busiest airports in Europe, it serves as a connection point for multiple airlines. EasyJet operates from this airport and they define Schiphol Airport as one of their bases since 2015. Yet, they do not have any permanent physical presence at this airport. No stands, no permanent EasyJet personnel and no offices. Their check-in desks are operated by a third party (Menzies) - Which they were not available either during the cancellation.
  This serves as one real life example, other examples are out there, either by EasyJet or other airlines.

Situation:

On a chilly December day, my flight from Amsterdam Airport was unexpectedly cancelled. To my dismay, there was no EasyJet personnel available to assist or provide information on my rights amidst the chaos. This left me, along with many other stranded passengers, bewildered and uncertain about our next steps. We were without internet access, and the only response from EasyJet was an inaccessible automated email, offering no real help during such a vulnerable time. 

Solution:

There is a significant gap in the enforcement of Article 14 of the EU Regulation (EC) No 261/2004 and its UK counterpart, UK261. These regulations stipulate that airlines are required to ensure passengers are informed of their rights, particularly concerning compensation and assistance, at the check-in counters or boarding gates. Unfortunately, this enforcement is severely lacking.

Airports and regulatory bodies have to step up and enforce these consumer protection laws more strictly. EasyJet and other airlines must be at the airport and held accountable to provide immediate support and clearer guidelines in the event of cancellations. This includes ensuring that adequate staff are present at airports to assist passengers effectively. Either Article 14 has to be enhanced to stipulate that airlines must have physical personnel at airports to assist their passengers, especially during a delay or cancellation. Be it an office, a stand or visible personnel around the airport, in absense of any physical presence of said airline carrier, Airlines not complying with this regulation should be penalised.


Other benefits:

This will not only enhance our trust in airlines, but also help increase paid work in other countries and help incite a more global economy. Many of these airlines already make billions yearly and the cost of having physical personnel at an airport in which they operate, is not an intolerable cost to assume.

Final thoughts:

By signing this petition, we can make travel safer and more reliable for everyone, ensuring no passenger is left in the dark again. Let us call upon the relevant authorities to impose stricter enforcement of these regulations and demand accountability from airlines. Please sign this petition to support change for better passenger rights and assistance during flight delays and cancellations.