The European Commission misled passengers on their rights when flights were cancelled or delayed, leading to rows with airport staff and unjustified disputes with carriers.
That was the conclusion of European Union ombudsman Nikiforos Diamandouros, who criticised the EC last week.
His ruling followed complaints filed last year by the International Air Carrier Association and European Regional Airlines Association.
They argued EC information on posters, fact sheets and leaflets distributed at airports was wrong on two counts: in suggesting passengers could expect compensation for any cancellation, and in saying compensation would be immediate.
In fact, passengers have no entitlement to compensation for delays, or for cancellation for reasons beyond an airline’s control, and no payments are immediate.
The EC launched a campaign on passengers’ rights after new EC rules on compensation in the event of denied boarding, cancellation or long delay in February 2005.