In 2024, the European Consumer Centre Czech Republic continued to provide free assistance to consumers in resolving cross-border issues related to purchases within the EU, Norway, Iceland, and the United Kingdom. More than 2,500 consumers contacted the center, a figure similar to the previous year, with 1,113 cases involving specific disputes resolved in cooperation with partner centers in the European Consumer Centres Network (ECC-Net). The success rate of such out-of-court resolutions reached 61%.
As in previous years, consumers most frequently contacted ESC Czech Republic with inquiries and complaints in the following areas:
- Flight delays or cancellations and issues with refunds from carriers or the payment of compensation
- Problems with e-shops, such as non-delivery of goods and how to get a refund
- Unresolved complaints
- Contracts for work, particularly in border regions
- Unauthorized automatic renewal of subscriptions for digital services
- Issues with accommodation services and car rentals, as well as problems within organized tours
Among the successfully resolved cases was one in which a Czech consumer canceled a software trial version before the seven-day trial period expired, yet the provider still charged €24.19 to his account. Furthermore, there was another unauthorized charge of the same amount and a demand for payment of an additional €120.94 for the automatically renewed subscription. The company did not respond to the consumer’s requests. After ECC-Net intervened, the merchant acknowledged the error, apologized, and refunded a total of €48.38. At the same time, it canceled the request for payment of the remaining amount.
Another Czech customer ordered earrings worth €395 as a birthday gift. Upon delivery, however, he discovered that although the package was intact, the box was empty. The seller claimed that everything had gone smoothly and refused any refund. Based on intervention from a partner center, however, the company changed its stance, refunded the consumer’s money, and acknowledged its responsibility.
Many consumers appreciate the ESC’s practical assistance in resolving disputes with businesses in other European countries out of court, such as Mr. Stanislav Ž.: “I must admit that I didn’t believe in a positive—and, moreover, such a quick—resolution. I appreciate your help all the more; you certainly had to use a considerable amount of diplomacy to achieve such a result. The attached account statement confirms that both payments have been returned to my account.”
ESC Czech Republic continues its activities in 2025, marking 20 years of its presence in the single market.
The text was published in the magazine dTest 04/2025.