If, in the context of COVID-19, some countries - such as Belgium and France - have adopted measures to support their airlines that call into question European consumer law, the Director of the European Consumer Centre in Belgium, Karen Ghysels, called on consumers to compromise on Thursday 9 April.
She relayed the call to Member States by the Commissioner for Justice and Consumer Affairs, Didier Reynders, to work on compromise solutions.
"The consequences of coronavirus are significant for everyone, from consumers to airlines, hotels, tour operators and online shops. In this exceptional situation, strict application of the law is not always the only way forward. A compromise can sometimes satisfy both parties, such as postponing travel without incurring fees, or granting a credit note on reasonable terms", said Ghysels.
Monique Goyens, Director of the European Consumer Organisation (BEUC), also welcomed Mr Reynders' call to work on solutions that protect both airlines and consumer rights.
"It is not only businesses that are facing liquidity problems due to COVID-19: consumers are too," she said in a statement.
BEUC had written to the Commission on 3 April, saying it was unacceptable that only consumers should be out of pocket when EU rules are clear: they are entitled to a refund if their package, flight or train trip is cancelled through no fault of their own.
Mr Reynders will debate the issue on Tuesday 14 April with MEPs from the European Parliament's Committee on the Internal Market and Consumer Protection (IMCO). (Original version in French by Aminata Niang)