Call for cross-national co-ordination on passenger rights
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The Global Aerospace Summit in Abu Dhabi will hear a call for cross-national co-operation on passenger rights.
Executives attending the biennial aviation, aerospace, defence and space gathering, will look into improving customer service experience and whether it will really win airlines new business.
Consumer protection will figure in the debate with the International Air Transport Association (IATA) warning that loose cross-national co-operation is muddying the picture on passenger rights.
“Without much better country coordination on consumer protection regulations, providing clarity to passengers is unachievable,” said IATA’s senior vice president, member external relations Paul Steele.
“On some international itineraries, as many as three different sets of rules can apply. That creates confusion and adds to stress levels of already inconvenienced passengers.
“Rules should adopt a ‘smarter regulation approach’ and be consistent with existing international conventions, address the root causes of travel disturbances, be transparent, and subject to a rigorous cost-benefit analysis.”
IATA says that currently, over 60 countries have a variation of passenger protections— some that border on extraterritorial – yet all seek the same outcomes.
The issue of passenger rights will be aired alongside a raft of customer service issues across the entire travel chain and seek to resolve whether price or improved experiences will drive future business.
“Customer service has been a hotly contested issue within the airline industry recently with some carriers convinced it is the bedrock of growing their business and passenger loyalty, while others contend it is putting undue pressure on their bottom lines,” said Nick Webb, managing partner of summit organisers Streamline Marketing Group (SMG). “This dedicated session will look at the myriad of service factors including changes in passenger bookings, how they are affecting airline competitiveness and what it all means for airline and OEM strategy.”
The Summit, which will run on March 7 and 8 at Abu Dhabi National Exhibition Centre (ADNEC).
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