The European Consumer Centre Ireland (ECCI) 2025 annual report, published today, shows the service handled 4,182 consumer queries and complaints, helping Irish and other EU consumers recover more than €421,000 from businesses across Europe.
- Irish consumers accounted for almost half (48%) of all complaints and enquiries handled by ECCI
- Air travel accounted for the largest share of contacts (34%)
- A majority (52%) of complaints and enquiries were referred by partner consumer centres across Europe
- ECCI helped Irish consumers recover €102,729; a further €318,271 was recovered for consumers from other EU countries
- Among businesses based outside Ireland, UK-based businesses generated the highest number of complaints from Irish consumers in 2025
The report details activity in the first full year that the ECCI has been hosted by the Competition and Consumer Protection Commission (CCPC) and marked a strong year of consumer support by the Centre. The ECCI advises consumers on their European consumer rights and assists them in the amicable resolution of disputes with businesses for a cross-border issue.
The most complained about sectors were:
- Air travel (34% of all contacts)
- Clothing and footwear (10%)
- Online services (8%)
- Hotels/holiday accommodation and car hire (6% each)
Complaints around air travel reflect ongoing challenges such as schedule changes, weather events, industrial action and global conflicts. Complaints covered a broad range of issues including flight cancellations, baggage disputes and intermediary-related disputes.
Colette Crowne, Director of ECCI said:
“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. 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. Consumers can also avoid additional fees by familiarising themselves with these requirements in advance of travelling to the airport.”
The top issues reported by consumers to the ECCI related to:
- faulty goods
- non-delivery
- misleading practices
- contract cancellations and
- right of withdrawal.
Colette Crowne said:
“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.
Colette Crowne added:
“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.”
Read the full ECCI 2025 annual report.