Flight compensation claims and complaints over cancellations, delays and baggage problems have increased as summer travel picks up, with the European Consumer Centre Cyprus recording around 400 complaints from Cypriot consumers by mid-August.
Speaking to state radio, European Consumer Centre Director Anastasia Stylianidou urged passengers to first use free compensation claim procedures and exercise caution when dealing with private companies that pursue claims on their behalf for a fee.
Around 400 complaints have been submitted by Cypriot consumers so far this year, approaching the 475 recorded throughout 2025.
With Black Friday and Christmas online shopping still to come, Stylianidou estimated that the number of cases could be even higher by the end of the year.
Warning over claims companies
Stylianidou highlighted concerns over private companies that pursue compensation claims on behalf of passengers.
She said consumers can sometimes pay fees for services that are available free of charge through the relevant authorities.
In some cases, these companies retain part of the compensation as a fee. There have also been instances where an airline paid the compensation to the intermediary, but the money was then delayed or never transferred to the consumer.
“It is a great shame for an amount that the consumer is entitled to be reduced by fees, without any substantial reason, when there are free services in the Republic of Cyprus that can help them,” she said.
Seven in 10 cases resolved in passengers’ favour
According to European Consumer Centre figures, around 65% to 70% of the cases it handles are resolved in passengers’ favour through amicable settlements with businesses.
The centre handles cross-border complaints involving airlines and businesses based in other EU member states.
It also covers cases involving companies in the UK through a special cooperation arrangement that has continued following Brexit.
Different rules apply to baggage
Stylianidou also reminded passengers that different rules apply to delayed and damaged baggage.
When baggage is delayed in reaching the passenger’s permanent place of residence, compensation for essential purchases is not provided, as the traveller is considered to have access to their personal belongings.
However, when baggage is damaged, the airline must consider a compensation claim, provided the incident is reported at the airport in time, and the relevant report form is issued.
Deadlines for submitting complaints are also important.
A complaint over damaged baggage must be submitted within seven days, while a complaint over delayed baggage must be filed within 21 days.
Once these deadlines expire, the airline may reject the complaint, effectively preventing the consumer from pursuing the matter through the European Consumer Centre.
Passengers should contact airline first
Stylianidou said passengers must first contact the airline before turning to the European Consumer Centre and should keep all relevant correspondence.
If they do not receive a response or are dissatisfied with the response, they can submit their complaint free of charge through the centre’s online platform, attaching the necessary documents and details of their case.
She stressed that using free dispute-resolution mechanisms is the most cost-effective option for passengers, allowing them to claim the full compensation they are entitled to without additional charges or commissions.
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