FAIRCOMADR

The number of cases regarding flight delays and cancellations were extremely high in the procedures the Budapest Conciliation Board in 2024.

Budapest, 4 February 2024 – In 2024 decisions were made altogether in 1.7 billion HUF case value, the number of cases concluded with settlements increased by 10 percent, and 71 percent of the cases concluded with the satisfaction of both the consumers and the businesses concerned. The number of cases regarding flight delays and cancellations were extremely high in the procedures the Budapest Conciliation Board in 2024.

Substantive procedures of the Board – similarly to previous years – are successful and achieve the basic objective set out in the legislation: it settles legal disputes that have arisen free of charge, fast and effectively, considering the real interests of the parties concerned, primarily by reaching an agreement between them. 

In 2024 altogether 4822 requests were received by the Budapest Conciliation Board operated by the Budapest Chamber of Commerce and Industry (BCCI) out of which 4725 were concluded by the end of the year, the average duration of the procedures was 75 days. Both the number of cases received by the Board and the number of substantive decisions made in the cases exceeded those of the previous year. There was a significant shift towards the case group of services (56 percent of the cases, 2629) from the group case of products (44 percent, 2096).

Within the range of services, objections regarding postal and telecommunications services, objections related to telephone services or those of various utilities (water, gas, electricity) were in majority. Parking cases continued to account for a significant proportion of the cases of the BCB. The number of compensation claims against airlines showed a significant rise in 2024. Cases initiated because of cancellation or delays of flights were the result of the extreme congestion of the European airspace in the summer of 2024 and the tight schedule planning of airline companies.

Several complaints were submitted against firms and undertakers as well that had promised quick repair, installation, or blockage removal work then they wrote out invoices of a large business fee just for getting out to the venue, taking advantage of the predicament of the customers and their need for quick repair.

Cases of complaints were initiated because of faulty consumer durables – among them mainly footwear, furniture, mattresses and technical articles in the largest proportion – but cases regarding personal devices (smartwatches, mobile phones), consumer electronics (computers, laptops, tablets), small and large household appliances were in prominent position as well. 

Warranty claims because of products of inadequate quality purchased through web shops were significant. In cases of online purchases, it remains a significant problem that consumers do not receive information about the name, the registered office, tax and/or registration number of the company operating the web shop or providing the service.

Lack of this data makes consumer rights enforcement difficult, or – in a significant number of cases – impossible.

The Budapest Conciliation Board considers its mission to inform and educate consumers continuously about their rights, methods of claim, and obligations as well as deadlines regarding them. This objective is supported by its winning tender of the BCB titled “Fostering the awareness of fair commercial practices through ADR tools within Hungary (101146134 — SMP-CONS-2023-ADR I FAIRCOMADR) – In the framework of this the BCB has been working hard with EU funding to clarify in what cases assistance of conciliation boards can be requested, to facilitate the procedure for consumers and to help raise awareness of conscious consumer attitude. Moreover, its objective is to support consumer protection and networking national alternative dispute resolution institutions at national and EU level and cooperation with consumer protection and executive bodies.

An animated video introducing the procedure of the conciliation board has been made under the auspices of the FAIRCOMADR tender. Moreover, two “Consumer Protection Booklets” have been prepared as well, one for young people on online purchases, the other for the pensioner target group focusing on situations arising in their purchasing habits.

Download press material here: BBT sajtóközlemény_2025.02.04.

Annual Report 2024: BBT éves beszámoló_2024