Record amount of complaints about foreign entrepreneurs from Dutch people
Trouble in the aviation sector and an increase of cross-border online purchases are causing more complaints about foreign entrepreneurs. In 2017 the European Consumer Center (ECC) received a record number of questions and complaints from Dutch consumers about entrepreneurs located in other EU countries.
Consumer questions and complaints
The ECC received more than 10,000 consumer questions and complaints in 2017. This is a substantial increase of 21,4% compared to 2016. Approximately 2/3 of the complaints were resolved by the ECC. This yielded over €300,000 for consumers. Most questions and complaints are about tourism and transportation, including aviation and cross-border online purchases.
Delayed or cancelled flights are worth money
Many Dutch consumers had issues with European airlines in 2017. The strikes and bankruptcies of the past year hit the Dutch consumers in their purses. Thankfully consumers are informed about their rights more and more when it comes to issues such as flight delays or cancellations. This means they’re quicker to get help when an airline rejected a claim unfounded and they can’t come to an agreement.
Cross-border online purchases
Dutch consumers also buy products from cross-border entrepreneurs more often and spend more at European webshops. The number of complaints has been rising along with the orders. Most questions and complaints that the ECC receives concerning online purchases are about guarantee compliance and payment issues.
Eva Calvelo, Director of ECC Netherlands, says: “Consumers are not always aware they’re purchasing from a foreign entrepreneur because the website is often in Dutch and the necessary (contact) information is missing. It’s our job to create awareness among Dutch consumers in order to increase the trust in the European market and to help these consumers when they run into trouble with a foreign entrepreneur.”