Passengers’ rights: broken promises, ineffectual legislation

eu pWE remain hopeful whenever we read about some bill being passed by some parliament to protect the rights of air travellers, so did we recently when the European Union moved to strengthen passengers’ rights to information, care and re-routing in the event of a flight delay or cancellation.

But the reality thus far has been one of broken promises and ineffectual legislation. Despite regulatory measures, many airlines continue to ignore or dismiss complaints of passengers without satisfactory resolutions. According to the EU, only 2 per cent of passengers are lucky enough to receive any form of compensation.

In June the EU will table for discussion a bill that aims at improving complaint procedures and enforcement measures. The guiding principle appears to be one of balancing improving consumer protection and, to quote EU rapporteur Georges Bach, “recognising the flexibility that this industry requires.”

The field continues to be open to interpretations.

Mr Bach summed it up as a “David versus Goliath story.” It is clear where the consumer stands.

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About Dingzi
Writer by passion, with professional expertise in aviation, customer service and creative writing. Aviation veteran, author, editor and management consultant. Besides commentary on business issues and life-interest topics, travel stories and book reviews, genres include fiction, poetry and plays. Nature lover who abhors cruelty of any form to animals, and a tireless traveler. Above all, a dreamer.

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