ECC-Net: Helping Travellers for 20 Years - by ECC Italy
On the occasion of the 20th anniversary of the European Consumer Centres Network (ECC-Net), the European Consumer Centre (ECC) Italy reaffirms its commitment to supporting travellers. For two decades, ECC-Net has been helping European citizens resolve cross-border problems related to purchases and services, with particular attention to those travelling within the Single Market.
Practical guidance for holidaymakers
As tradition dictates, with summer approaching once again, ECC Italy offers practical guidance to help holidaymakers stay informed, avoid unpleasant surprises, and understand their rights. This year’s advice was presented during a press conference attended by representatives from the European Consumer Centres of Denmark and the Netherlands, on official visit. The event also provided the opportunity to review the key travel-related issues expected to affect consumers during summer 2025.
Concerns on suggested air passenger rights reforms
The EU Council of Transport Ministers has recently adopted a position on the proposed reform of Regulation (EC) No. 261/2004, which protects passengers in the event of flight delays, cancellations or denied boarding. While the aim is to modernise one of the EU’s cornerstone legislations in the field of passenger rights, there are concerns about the direction of this reform.
Some of the proposed changes could inadvertently affect existing passenger protections. The most critical issue relates to the introduction of new compensation thresholds for flight delays. Currently, passengers are entitled to compensation for delays starting from 3 hours, but under the new proposal, this could rise to 6 hours for long-haul flights.
The proposal also introduces a right (which already exists in practice) for passengers to be rebooked on the next available alternative. The European Court of Justice has already recognised the right of passengers to book an alternative flight themselves and claim a refund. However, the new provision would cap this refund at a maximum of 400% of the original ticket price — a limit that may prove insufficient given the high cost and inconvenience of last-minute alternative travel.
These concerns must not be overlooked. The proposal will now move to the European Parliament and the European Commission for further deliberation. ECC Italy and the ECC-Net as a whole would appreciate that the European institutions take into close consideration the consumer issues identified in the policy paper 'Towards a more effective air passenger rights regulation', and avoid jeopardising the progress made over the past 20 years in defending air passengers’ rights.
Chaos over self check-in at accommodation facilities
A circular issued by the Italian Ministry of the Interior in November 2024 had effectively banned remote guest identification at accommodation facilities. This included digital submission of ID documents and access to lodgings via key codes or automated keyboxes, citing public safety concerns.
However, with judgment no. 10210 of 27 May 2025, the Lazio Regional Administrative Court (TAR) ruled the circular unlawful on several grounds, thereby reinstating the possibility of remote self check-in. The court considered remote identity verification no less secure than face-to-face identification.
This ruling may raise concerns, especially among foreign tourists, about privacy and the security of sharing personal identification documents online. For this reason, ECC Italy stresses that it is now more important than ever to:
- carefully check the reliability of the accommodation provider at the time of booking
- verify that the arrival time is compatible with the check-in procedure (and, where applicable, arrange late check-in in writing)
- keep a record of all communication and agreements, particularly in case of access issues
Timeless travel tips for every season
Regardless of when travellers plan their holidays, some basic rules apply all year round.
When booking flights via an online travel agency (OTA), it is wise to exercise caution. Such platforms may add hidden fees or commissions, and passengers may experience issues with check-in, boarding passes, or delayed notifications of cancellations or changes.
Additionally, submitting complaints or requests for compensation, or making changes to bookings, is often more complex when going through intermediaries. Sometimes, the final price is even higher than booking directly with the airline.
For these reasons, the best advice is to use OTAs to compare prices, but to book directly via the airline’s official website whenever possible.
For issues related to holiday packages or accommodation, we recommend to always submit a written complaint on site as soon as a problem arises. It is important to describe the issue in detail and back it up with photos or videos. This helps the provider take immediate action. It also serves as crucial evidence should a refund or compensation be sought later.
The same applies to lost, delayed or damaged luggage. In this case, it's necessary to make a complaint at the airport immediately. This should be followed up by submitting a formal claim to the airline within the short deadlines imposed by applicable regulations. To help travellers with this, many ECCs, including ECC Italy, offer free sample letters to guide them in making effective claims.