Newsletter April 2018

logo ecc-cpc2Newsletter April '18


From 18 April to 15 July 2018, fans can apply for 2018 FIFA World Cup Russia™ tickets. They are sold on a first come first served basis and subject to availability. Strict rules apply for ti cket purchases but also their resale. Hereyou can find general rules for ticket reselling in the Member states.





Legislative scrutiny

Car-Pass or how to be sure of a vehicle‘s mileage

In the report on “Cross-border car purchases: What to look out for when you‘re bargainhunting”theECC-Net had as one of the focus points odometer manipulation, usually toincrease the car‘s apparent value. It is easy to do with mechanical or digital tools which are widely available via e-commerce.

Clocking puts the safety at risk as the more wear and tear on a car, the higher the risk of a breakdown or accident.

Consumers should therefore be able to check the real mileage of a car before buying. Whe-reas clocking is illegal in 26 member states, only in five countries does it seem possible to find pre-purchase mileage information. In one country, a mileage check is possible but only after registration of the car.

In Belgium consumers can benefit from the “Car-Pass“ which every seller of a used car has to provide to the buyer. No older than 2 months, it indicates the mileage of the car at the times of technical inspections, repairs etc. If the Car-Pass is not provided, the consu- mer can ask for cancellation of the sale.

In the Netherlands, a similar system exists, the Nationale AutoPas (NAP) managed by the Dutch transport authority - Rijksdienst voor Wegverkeer (RDW).

This idea has been submitted to the TRAN committee of the European Parliament which presented its final report on odometer manipulation in motor vehicles proposing a revisi-on of the EU legal framework on 25/04/2018. The indicative plenary sitting date is the 28/05/2018 for a single reading.

Read our position paper

ECC-CPC Monitor // newsletter april 2018

Booking intermediaries and air passenger rights

For September 2018 the TRAN committee of the European Parliament will again have the revision of EU air passengers‘ rights legislation on the agenda.

The ECC-Net has a long experience in handling and resolving complaints related to air passenger rights. The transport sector is regularly the number one source of cross-border complaints.

For many years the ECC-Net has highlighted law interpretation but also very practical difficulties showing the need to clarify fundamental aspects of the regulation. Part of these difficulties are often linked to the relations with booking intermediaries. In practice a pas-senger often plays the role of a ping pong ball between carrier and booking intermediary. In general the responsibility between the air carrier and the intermediary of sale needs to be clarified, for example on the following points:

$1•     information provision for example on schedule change / cancellation / long delay

$1•     correction of spelling errors in passengers‘ names

$1     information on whether the consumer has entered into one agreement or several agreements with different providers and the resulting impact on their passenger rights under the regulation. A clear divison of responsibility between the air carrier and any other intermediaries is important so that the consumer explicitly knows who is respon-sible for what

$1•     refund of tickets purchased via intermediaries

ECC-CPC Monitor // newsletter april 2018

Consumer testimonial: car rental

The ECC-Net still receives a lot of complaints in the car rental sector. One example:

A consumer concluded via a booking intermediary an all-inclusive plus car rental package from a Sicilian rental company. During the rental period a stone fell on the car and caused damage both to the (glass) roof and the front windshield. The consumer immediately con-tacted the rental company and was informed that he was insured and did not have to worry. He therefore paid for the damage (2.181,80 euros) supposing that he would be reimbursed by the car rental company. Afterwards he submitted the damage form and the rental company first confirmed his claim successful and but later rejected it as the roof was excluded from insurance.

This indeed is mentioned in the terms and conditions of the rental agreement but the ren-tal company had confirmed in writing that the consumer would be reimbursed. Also it was a glass roof and one of the extras of the all-inclusive plus package is that glass is covered as well. Thanks to the intervention of the ECC-Net, the consumer was refunded.

Blacklists in the EU

At the ECC-CPC workshop in Copenhagen was discussed to draft a list of all official black-lists that exists in the different member states and the ECCs may refer to when alerting on a specific trader. These lists may also allow CPC authorities from other countries to check whether col- leagues have already identified specific traders.

At least nine countries provide for official blacklists either private or public from consumer or trade organisations, ADRs, ministries or authorities.

Outcome of the survey

ECC-CPC Monitor // newsletter april 2018


Short info on ongoing campaigns in the network


Fraudulent phone calls


Last week ECC Belgium in cooperation with CPC Belgium, the do not call me register, and the associations for call centers in Belgium have run a campaign on fraudulent phone calls. The campaign has been published in the context of the fraud prevention month from ICpen.


The press release:






The campaign has been published in the context of the fraud prevention month from ICpen.


New air passenger rights video from ECC FR/DE and ECC NL


Flight delay, cancellation or overbooking                                 Luggage


Online marketplaces outside the EU


The ECC-Net also participated in the public consultation on counterfeit and piracy watchlist.


This newsletter is part of the action 670505 — ECC-Net FR FPA which has received funding under a grant for an ECC action from the European Union’s Consumer Programme (2014-2020). The content of this newsletter represents the views of the author only and it is his/ her sole responsibility; it cannot be considered to reflect the views of the European Commission and/or the Consumers, Health, Agriculture and Food Executive Agency or any other body of the European Union. The European Commission and the Agency do not accept any responsibility for use that may be made of the information it contains.


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