“ECCs are a key tool in the hands of consumers, instrumental in finding solutions to their cross-border purchases when something goes wrong. The results generated by the ECCs are proof that the funding provided by the Commission’s Consumer Programme ultimately benefits the people who need it most, EU consumers and reputable and innovative businesses” – said Neven Mimica, EU Commissioner for Consumer Policy.
Among the 80,272 contacts ECCs dealt with 32,522 complaints. The number of complaints increased by 9% compared to 2012, around a third of which concerned the transport sector. Air transport remains the biggest culprit (18.3%), however car rental is attracting an ever increasing number of complaints. The other top complaints received by the ECCs related to household equipment, problems related to the purchase of tickets for sporting and cultural events and time share.
The increase in the number of consumers resorting to the ECC network can be attributed to the development of the awareness of consumers on their rights, the better knowledge of ECCs, the increase in cross-border purchases and a general “crisis” effect, with consumers being more attentive to their rights.
