Ombudsman urges air passenger language provision[de] 

His call comes in response to a 2007 case which saw a German traveller flying Air France from Madagascar to Berlin via Paris complain to the EU executive's transport department that the website of France's supervisory body (DGAC ) only allowed users to table complaints in French. 

The passenger alleged that "the Commission had not fulfilled its responsibility to ensure that EU rules on air passenger rights are properly applied in the member states". 

Moreover, the complainant was unhappy that the DGAC website "appeared to be designed for French users only and that both the advice […] and the complaint forms were only available in French," the Ombudsman explained. 

He further added that the passenger had difficulty contacting DGAC, because the telephone operator did not speak English. 

A 2004 regulation established common EU rules for compensating and assisting air passengers in the event of long delays and flight cancellations. 

The Commission only has the power to monitor implementation of the law by member states, however, and cannot help settle individual complaints unless a national administration repeatedly violates EU law in a "general or persistent" manner, the Ombudsman ruled . 

Hailing the EU executive’s handling of the case as "exemplary", Diamandouros agreed with the Commission's view that the primary responsibility for ensuring that air passenger rights are respected lies with EU member states. 

The Ombudsman did stress, however, that it is up to the EU executive to ensure that governments give effect to these rights. 

"Arrangements ought to be made so as to ensure that all persons concerned have the possibility to address themselves to the enforcement body competent to deal with their case," he declared. 

The Commission responded to the ruling by indicating its willingness to "help national supervisory bodies to reduce language barriers for European travellers who encounter problems," Diamandouros said. 

The Ombudsman has asked the EU executive to update him on the issue by 31 October 2009.