The Polish competition authority, known as UOKiK, has taken action to ensure that consumers are not charged excessive fees for customer service calls related to existing contracts. This initiative comes after a thorough investigation of more than 30 transport providers, including airlines, railways, and bus companies, as well as online platforms.

UOKiK's President, Tomasz Chróstny, emphasized that businesses must adhere to the standard call rates set by the telecommunications provider used by the consumer. Since January 1, 2023, this regulation has been extended to include passenger carriers, ensuring that consumers can contact companies without incurring higher charges.

Following UOKiK's intervention, all investigated companies have ceased charging inflated fees for customer service calls. Notable companies that have complied include PKP Intercity, Traveltech, and Booking.com, which have made it easier for consumers to find contact numbers and provided clear information about call costs.

UOKiK has also scrutinized Wizz Air, which previously charged its own rates for customer service calls. After intervention, the airline adjusted its practices to align with standard operator rates and refunded consumers for overcharged fees. The authority continues to monitor customer service practices across various industries to ensure compliance and protect consumer rights.

It is important to note that while the law protects consumers from excessive charges by businesses, costs incurred from international calls or roaming may still be higher due to telecommunications provider policies.