Dáil Éireann Debate, Thursday - 4 December 2025
214. Deputy Shane Moynihan asked the Minister for Transport if he will take steps to ensure that Aer Lingus provides a high standard of customer service; and if he will address concerns that the airline is reluctant to compensate passengers for damaged luggage (details supplied). [68678/25]
Amharc ar fhreagraWhile the Department of Transport has overall responsibility for transport policy, including aviation, it is not within its remit to intervene in the operational matters of private commercial airlines or indeed to intervene in individual cases between passenger and airlines.
I understand that the issue the Deputy wishes to raise on behalf of his constituent concerns damaged luggage. There are consumer protections in law related to delayed or lost baggage. Under the Montreal Convention, in the case of checked baggage, the air carrier is liable for destruction, loss or damage even if not at fault, unless the baggage was defective. However, there is a limit to the liability for baggage delay, destruction, loss or damage under the Montreal Convention. A passenger can only benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee.
Additionally, as the matter may be of a general consumer affairs nature, the Competition and Consumer Protection Commission or the European Consumer Centre can assist with consumer matters. Details can be found at www.ccpc.ie and www.eccireland.ie.
