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Public consultation on air
passenger rights
Stakeholder Hearing
Business Practices whose
impact on passengers might
merit attention

QUESTIONS RELATING TO BUSINESS
PRACTICES
Questions on reservation and checkin online
Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010
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E-booking and check-in practices
Do you think that the new e-booking and
check-in practices introduced by air carriers
should be harmonised ?
If yes, through
» EU law
» Voluntary agreements
Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010
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Overview of responses
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Overview of responses
100%
Other
Measures
80%
60%
By
Voluntary
Agreement
40%
20%
by EU Law
0%
.
National
Authorities
Consumer
Group
Industry
Group
Airports
Question 15 - how should new e-booking and check-in practices be harmonised?
If complaint handling procedures of air carriers are
to be harmonised, this should be through:
•EU law
•Voluntary agreements
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New measures to protect passengers
Which kind of new specific measures to protect
passengers in such cases could be introduced in
the EU? Please give your views on:
» Fixing a minimum time for passengers to detect
an error in their reservation or check-in online
and ask the air carrier to correct it at no cost?
» Ensuring that passengers are not charged
unreasonable fees if they check in at the airport?
Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010
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Overview of responses- Minimum time
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Overview of responses- Regulating unreasonable
fees
100%
90%
80%
70%
No opinion
60%
Strongly disagree
50%
40%
Somewhat disagree
30%
Somewhat agree
20%
Strongly agree
10%
0%
National
Authorities
Consumer
Group
Industry
Group
Airports
Question 16.b - Ensure that passengers are not charged unreasonable
fees if they check in at the airport?
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
QUESTIONS RELATING TO BUSINESS
PRACTICES
Question on rescheduling of flights
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Minimum rules for rescheduling of flights
.
Do you think that minimum rules regarding
passengers’ rights in the case of rescheduling of
flights should be agreed?
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Overview of responses
100%
80%
60%
40%
No Opinion
20%
No
0%
Yes
National Consumer Industry Airports
Authorities Group Group
Question 17 - Do you think that minimum rules regarding passengers’ rights in
the case of rescheduling of flights should be agreed?
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QUESTIONS RELATING TO BUSINESS
PRACTICES
Question on the so called ‘no-show policy’
Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010
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‘No show policy’
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Do you think that minimum rules regarding
passengers’ rights should be agreed, through EU
law or voluntary agreements, to restrict and
clarify conditions for the use of a "no-show
policy"?
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Overview of responses
100%
80%
60%
40%
No Opinion
20%
No
0%
Yes
National
Authorities
Consumer
Group
Industry
Group
Airports
Question 19 - Do you think that minimum rules regarding passengers’ rights should be
agreed, through EU law or voluntary agreements, to restrict and clarify conditions for
the use of a "no-show policy"?
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Main conclusions – National Authorities
In favour of:
»
Harmonisation (52%) of e-booking / check-in
practices through EU law (75%)
»
Provision of minimum time for detecting an error in
reservation & avoiding unreasonable fees for checkin (40% strongly agree, 24% somewhat agree)
»
Minimum rules in case of rescheduling (76%) &
choice of not flying or reimbursement when more
than 5 hrs delay (56% strongly agree)
»
Obliging air carriers to inform passengers of changes
(68%)
»
Rules to clarify the no-show policy (60%)
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Main conclusions – Industry Group
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Oppose
» Harmonisation of e-booking / check in practices (72%).
» Introduction of minimum rules in case of rescheduling (56%)
and choice of not flying or reimbursement when more than
5 hrs delay (51% strongly disagree)
» Rules to clarify the no-show policy (59%)
Divided on
» Minimum time for detecting an error in reservation (48%
strongly disagree) and avoiding unreasonable fees for
check-in (40% strongly disagree).
» Obligation of air carriers to inform passengers of changes
(26% strongly agree, 37% strongly disagree)
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Main conclusions – Consumer Group
In favour of:
» Harmonisation of e-booking / check-in practices (75%)
through EU law (77%)
» Introducing a minimum time for detecting errors in
reservation (70% strongly agree) and avoiding
unreasonable fees for check-in (81% strongly agree)
» Minimum rules in case of rescheduling (94%) and
choice of not flying or reimbursement when more
than 5 hrs delay (81% strongly agree).
» Obligation to air carriers to inform passengers of
changes (85% strongly agree)
» Rules to clarify the no-show policy (84%)
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Main conclusions - Airports
In favour of:
»
Harmonisation of e-booking / check in practices (71%)
through voluntary agreements (45%)
»
Minimum time for detecting errors in reservation (36%
strongly agree, 29% somewhat agree) and avoiding
unreasonable fees for check-in (57.1% strongly agree)
»
Minimum rules in case of rescheduling of flights (71%)
and choice of not flying or reimbursement when more
than 5 hrs delay (43% strongly agree, 36% somewhat
agree)
»
Requiring air carriers to inform passengers of changes
(64% strongly agree)
»
Rules to clarify the no-show policy (57%)
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
PUBLIC CONSULTATION ON
AIR PASSENGER RIGHTS
Thank you
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