Public consultation on air passenger rights

Public consultation on Public consultation on air passenger rightsair passenger rights

Stakeholder Hearing

Regulation (EC) 261/2004

« APR Regulation »

| 2Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010

QUESTIONS RELATING TO THE APRQUESTIONS RELATING TO THE APR REGULATION (261/2004) REGULATION (261/2004)

Questions on Reporting obligations under the APR Regulation

| 3Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010

REPORTING OBLIGATIONS FOR AIR REPORTING OBLIGATIONS FOR AIR CARRIERSCARRIERS

. Do you think that air carriers should regularly report to the national enforcement bodies on their implementation of the APR Regulation, notably on the number of incidents, the routes and peaks of the day/year where incidents happen more often, or the redress offered to passengers under the Regulation?

| 4Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010

Overview of responsesOverview of responses

| 5Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010

Reporting by NEBs on their activitiesReporting by NEBs on their activities

.Do you think that the national enforcement bodies should regularly report on their activities, including a description of the action taken to implement the APR and PRM Regulations, details of the sanctions applied, statistics on complaints and sanctions applied, and information on major court cases?

| 6Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010

Overview of responsesOverview of responses

| 7Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010

QUESTIONS RELATING TO THE APRQUESTIONS RELATING TO THE APRREGULATION (261/2004)REGULATION (261/2004)

Questions on Air carrier complaint handling and settlement of disputes

| 8Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010

Question on harmonisation on complaint Question on harmonisation on complaint handling procedureshandling procedures

.Do you think the complaint handling procedures of air carriers should be harmonised?

. If yes, through

» EU law

» Voluntary agreements

| 9Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010

Overview of responsesOverview of responses

| 10Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010

Overview of responsesOverview of responses

If complaint handling procedures of air carriers are to be harmonised, this should be through:

.EU law

.Voluntary agreements

| 11Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010

Question on motivated response from air Question on motivated response from air carrierscarriers

.Do you think that air carriers should in all events be obliged to provide passengers with a motivated response to their specific complaints within a fixed deadline and be sanctioned if they do not comply?

| 12Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010

Overview of responsesOverview of responses

0%

20%

40%

60%

80%

100%

National Authorities

Consumer Group

Industry Group

Airports

No Opinion

No

Yes

Question 12- should air carriers be obliged to provide passengers with a motivated response to their specific complaints within a fixed deadline

| 13Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010

Main conclusionsMain conclusions

. National authorities favour regular reporting by air carriers (52%) and by NEBs (68%). They also support the harmonisation of complaint handling procedures (60%) through EU law (70.6%). Finally, they are generally in favour of requiring air carriers to provide passengers with a motivated response to specific consumers’ complaints (60%).

. The industry group strongly opposes regular reporting by air carriers (66.7%) but agrees with imposing a reporting obligation on NEBs (56.9%). Two-thirds of this group are against harmonisation of complaint handling procedures (70.8%). For those in favour, a majority prefers harmonisation through EU law (82.4%). The industry group opposes a requirement to provide passengers with a motivated response to specific consumers’ complaints (66.7%).

| 14Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010

Main conclusions, Main conclusions, cont.cont.

. The consumer group is in favour of regular reporting by air carriers (87.2%), as well as by NEBs (87.6%). It is also in favour of harmonisation of complaint handling procedures (86.8%), the large majority of respondents through EU law (87.3%). The consumer group also strongly agrees to require air carriers to provide passengers with a motivated response to specific consumers’ complaints (89.7%).

. Airports are in favour of regular reporting by air carriers (64.3%), as well as by NEBs (64.3%). They also support harmonisation of complaint handling procedures (50%), the large majority of respondents through EU law (71.4%). They also strongly agree to require air carriers to provide passengers with a motivated response to specific consumers’ complaints (92.9%).

| 15Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010

PUBLIC CONSULTATION ON PUBLIC CONSULTATION ON AIR PASSENGER RIGHTSAIR PASSENGER RIGHTS

Thank you.