European Consumer Centre Ireland Recovers More Than €421,000 for Consumers in 2025

The European Consumer Centre Ireland handled 4,182 consumer queries and complaints last year and helped Irish and other EU consumers recover more than €421,000 from businesses across Europe, according to its 2025 annual report published on 27 August 2026.

Air travel was by far the biggest source of contacts, accounting for 34 per cent of everything the service dealt with. For Cork consumers, the relevant categories are the everyday ones: flights, car hire, accommodation and online shopping.

Irish consumers accounted for almost half of all complaints and enquiries, at 48 per cent. The remaining 52 per cent were referred to ECCI by partner consumer centres elsewhere in Europe, acting for consumers in their own countries who had an issue with an Irish-based business.

Of the total recovered, €102,729 was secured on behalf of consumers in Ireland. The balance was recovered for consumers based in other EU countries.

After air travel, the most complained about sectors were clothing and footwear at 10 per cent, online services at 8 per cent, and hotels and holiday accommodation and car hire at 6 per cent each.

The report notes that air travel complaints reflect ongoing challenges such as schedule changes, weather events, industrial action and global conflicts, covering issues from flight cancellations and baggage disputes to intermediary-related disputes.

Colette Crowne, Director of ECCI:

"The sector the ECCI received the most complaints about was air travel. Complaints around flight disruptions have dropped which suggests airlines are abiding by consumer protection laws, and refunding and rerouting as required. However, we have seen increases in complaints regarding late check-in and oversized baggage charges.. [sic] Airlines have a responsibility to ensure their baggage and check-in requirements are clearly communicated to passengers before travel to help them avoid unexpected charges at the airport."

The top issues raised by consumers related to faulty goods, non-delivery, misleading practices, contract cancellations and the right of withdrawal.

Colette Crowne:

"Consumers have strong rights when buying products across the EU. If a product is faulty, the seller must fix the problem through a repair or replacement. If the seller is unable to offer you a repair or replacement or if this does not correct the problem, you can ask for a refund."

Most complaints related to businesses based in the UK, followed by businesses based in the Netherlands, Germany, Spain and France.

The report shows 46 per cent of cross-border consumer complaints were resolved, while 88 per cent of Irish consumers surveyed said they were satisfied with the service. The eccireland.ie website recorded 60,654 visits during the year.

2025 was the first full year in which ECCI was hosted by the Competition and Consumer Protection Commission. The service is free and advises consumers on their European consumer rights, mediating with businesses where a dispute cannot be settled directly.

Colette Crowne:

"Consumers have strong rights when shopping in the European Union; our website is full of practical advice on how to access those rights and resolve any cross-border issues with goods and services. If consumers are unable to resolve an issue on their own, then they can contact ECCI and we will mediate with the business on their behalf.

The ECCI is committed to helping consumers resolve disputes and ensuring they can travel and shop across Europe with confidence."

ECCI is a member of ECC-Net, a network of 29 centres across Europe that handles up to 140,000 cases every year. ECCI advises consumers based in Ireland who have a problem with a business in another EU member state, as well as in Iceland, Norway and the United Kingdom.