COLIN BAKER LONDON
European airlines, airports and consumer groups have developed a voluntary code of practice which they hope will head off the threat of legislation from Brussels.
The Association of European Airlines (AEA) has teamed with the European Regions Airline Association, the International Air Carriers Association (representing charter airlines), ACI Europe representing the region's airports, as well as consumer and disabled groups, to develop the charter.
The code was agreed at a meeting in Lisbon in May. The European Commission (EC) and the European Civil Aviation Conference acted as co-moderators of the meeting.
The agreement is similar to that developed by US carriers in response to criticism from Washington. The 14-point plan includes a commitment to reduce the number of involuntary denied boardings. Brussels has been threatening to punish overbooking, much to the chagrin of airlines.
European carriers envisage a similar system to that which operates in the USA, where the 1-2% of passengers who are denied boarding are provided with compensation, such as free tickets. However, the AEA is seeking a relaxation of certain rules, such as those concerning baggage reconciliation. At present, European carriers are not allowed to put a passenger's baggage on a flight if the passenger is not on the same aircraft. With 100% hold screening to be introduced soon, this need not be applied so strictly, says Sefik Yuksel, AEA general manager of trade and social affairs.
Another issue that needs to be tackled is the fact that, whereas in the USA domestic passengers at least go straight to the gate, intra-European passengers have to go through passport control before they reach the gate.
The EC has promised not to replicate the Lisbon agreement in its own legislation, but may seek to establish a system of formalised delay statistics, as already exists in the USA.
The participants at the Lisbon conference are to study the implementation of the code, although it remains to be seen exactly how the agreement is monitored. One possibility is the establishment of a European ombudsman. Major carriers are expected to sign up to the charter, although Brussels insiders say that some smaller airlines may not. European passenger service charter 1.Offer the lowest fare available through each of its direct outlets 2. Honour the agreed fare after payment 3. Notify passengers of known delays, cancellations and diversions 4. Assist passengers facing delays 5. Deliver baggage as quickly as possible 6. Allow telephone reservations to be held or cancelled without commitment or penalty within 24 hours 7. Provide prompt refunds 8. Provide assistance to passengers with reduced mobility and passengers with special needs 9. Meet passengers' essential needs during long on-aircraft delays 10. Take measures to speed up check-in 11Reduce the number of passengers who are involuntarily denied boarding 12. Provide information to passengers regarding its commercial and operational conditions 13.Provide information on operating carrier 14.Be responsive to passengers' complaints
Source: Airline Business
