The International Air Transport Association (IATA) 69th Annual General Meeting (AGM) unanimously endorsed a set of core principles for governments to consider when adopting consumer protection regulation.
The
IATA AGM resolution (pdf) addresses a proliferation of uncoordinated and extra-territorial passenger rights legislation and regulation that is the cause of confusion among passengers. Some 50 countries have passenger rights requirements affecting air transport and several more are considering imposing them.
In summary, the core principles call on governments to develop consumer protection regulations that:
• Are clear, unambiguous, aligned with international conventions, without extra-territorial implications and comparable with regimes in place for other modes of transport
• Allow airlines the ability to differentiate themselves through their customer service offerings above a basic common standard
• Ensure passenger access to
o Information concerning their rights, fares, including taxes and charges (prior to purchasing a ticket), the actual operator of the flight, and regular situational updates in the case of service disruptions
o Appropriate assistance for those with reduced mobility
o Efficient complaint handling procedures that are clearly communicated
• Reflect the principle of proportionality and the impact of extraordinary circumstances when determining compensation
• Do not compromise the industry’s top priority of safety, and exonerate airlines from liability for safety-related delays and cancellations
• In the case of denied boarding and cancellations, entitle passengers to re-routing, refunds or compensation where circumstances are within the airlines’ control.
• In the case of delays, entitle passengers to re-routing, refunds or care and assistance; and acknowledge that when such delays or disruptions are beyond the control of airlines, market forces should determine the care and assistance available to passengers.
• Ensure that the burden is allocated among the different service providers involved.
Source: IATA