Airline obligations to passengers

The voluntary agreements of the European airlines listed below are the result of a joint lawsuit on aircraft passenger rights filed by the European Civil Aviation Conference (ECAC) and the European Commission (EC). European airlines and airports, as well as consumer organizations, organizations representing the handicapped, and travel agencies have been involved in the activity since the fall of 2000. The goal is to provide higher quality services to passengers. These carefully crafted airline and airport conventions complement the established passenger protection laws and general conditions of carriage applicable to airlines. From the point of view of the airlines and airports participating in this activity, this agreement represents the minimum harmonized requirements.

Airline Passenger Service Agreement

European airlines have prepared and announced airline passenger service agreements after meetings with air travelers, governments of member states of the European Union (EU) and representatives of the European Commission (EC).

As the competition between airlines has increased, airliners in Europe have a choice of airlines, airports, prices and services. The airline passenger service agreement is a non-binding commitment to providing standardized services to air travelers. This Code covers 14 parts before, during and after your trip. It describes the level of service that air travelers can expect from participating airlines. This allows air travelers to choose airlines based on more accurate information when preparing for a trip.

Even airlines that have signed this airline passenger service agreement will vigorously compete to meet the eye level of their customers by offering different levels of product and customer service. And we will continue to work to achieve the standards set out in this airline passenger service agreement.

Each participating airline will develop its own individual service plan that includes the terms of the airline passenger service agreement. Participating airlines will set up employee training programs and change computer systems to implement airline passenger service agreements. During this implementation period, some airlines may not be able to provide some elements of the airline passenger service agreement.

Participating airlines agree to:

1. Offer the lowest fare through direct sales.

a) Each airline will provide the lowest possible fare for the date, flight and class of service requested by the passenger through its own telephone reservation system, website and ticket office.

b) Each airline will inform passengers that different fares are available through these different sales methods.

c) Each airline will inform passengers of the terms and conditions applicable to the selected fare and related taxes, fees and fees.

2. Observe the agreed fare after payment.

After the payment of the ticket has been made, no additional fare will be applied for the date of booking, flight and class of service. However, if taxes, fees, and fees change, additional payments or reimbursements may occur.

3. Inform passengers of known flight delays, cancellations and bypasses.

Each airline will quickly and accurately inform the airport and passengers on the affected aircraft regarding flight delays, minimums and detours.

4. Provides assistance to passengers with delayed flights.

a) Each airline will provide appropriate support services, such as drinks, meals, and lodging * to customers whose flights are delayed for more than two hours, if local circumstances permit. We may not be able to provide these support services in exceptional circumstances beyond the control of the airline, such as political instability and long-term strikes at major service facilities. In addition, support services may not be available even if there is a possibility of further delays due to the support services.

*) In the event of a delay in the flight of a travel agent's tour package passenger, support services are provided according to the travel agency's posting policy

b) For routes operated by public service obligations in accordance with public agency policy, between small airports operated by aircraft with fewer than 80 seats, if the weather conditions make it impossible to operate due to weather conditions. If you are flying less than 300 km, the support services described in Section 4a are not available.

c) Each airline will prepare and provide data to passengers that clearly state its policies. The material will also include a list of routes for which exceptions apply.

5. Deliver your luggage as soon as possible.

Each airline will make every best effort to send all checked baggage to the Arrivals Hall as soon as possible. If checked baggage is incorrectly sent to another location, each airline will make every effort to deliver it to passengers free of charge within 24 hours upon arrival at the final destination. In the meantime, the airline will provide enough assistance for passengers.

6. Allow phone reservations to be withheld or canceled within 24 hours without liability for obligations and penalties.

Regarding the final ticketing deadline, each airline allows the passenger to:

I) Allow airlines to book tickets booked directly by phone for at least 24 hours without payment.

II) Or, if the airline requires immediate payment at the time of booking, we will allow you to cancel your reservation without penalty within 24 hours.

At the time of booking, passengers will be informed of which reservation method applies. **)

**) Some leisure airlines may decide to offer this accommodation only 3 days prior to departure. This service does not apply to routes operated by aircraft with fewer than 80 seats. Exclusions from this service must be notified by the airline.

7. Provide an appropriate refund.

a) Passengers claim refunds for tickets purchased directly from the airline and if eligible, each airline will refund within 7 business days for credit cards and within 20 days for cash or check purchases .

b) If the ticket has not been used, the fare and the collected taxes, charges and fees will also be refunded. This includes non-refundable tickets and the refund deadline is the same as mentioned above.

8. Provide support services to passengers with limited mobility or those with special needs

Each airline will announce what services will be provided to passengers with special needs or passengers with reduced mobility in accordance with applicable safety regulations. For passengers with reduced mobility, the airline promises to work to assist in the provisions of the section "Meeting the needs of passengers with reduced mobility".

9. Resolve passengers' basic needs in case of long-term delay

The airline will make every effort to provide passengers with food, water, toilets, medical care, etc. without jeopardizing the safety and security of passengers and staff if the aircraft cannot enter the terminal and stay on the ground for a long time. is.

The airline will make every effort to keep passengers on board during the long delay.

10. Measures for prompt check-in process

The airline will assist passengers to meet the check-in deadline by establishing reasonable check-in deadlines and working with the airport to ensure that the departure area is not congested and to increase the check-in speed. These measures include electronic ticketing and automatic check-in systems, self-check-in, mobile check-in stations, check-in outside the airport, fast check-in, and queue coordination.

11. Reduce the number of passengers who are involuntarily denied ticketing

If there are more passengers than the number of seats at the time of departure, each airline will first look for passengers to voluntarily give up their seats, subject to the safety and / or operational restrictions of the airport.

The airline will provide passengers with the following information regarding their travel:

A) When making a reservation (if possible)

I) Time of departure and arrival of the aircraft

II) Departure and Arrival Airport / Terminal

III) Number of stopovers

IV) Changes in aircraft, terminals or airports

V) Conditions related to the fare to be paid

VI) Airline name and flight number

VII) For non-smoking flights

If replaced by an operating carrier not previously mentioned and the passenger is unable to accept it, the passenger may receive a refund or take the next flight of the same airline with a seat of the same class.

B) Confirmation or ticket

I) Check flight schedule

II) Free baggage allowance and liability restrictions

III) Baggage restrictions on board

After the purchase of the ticket, if the airline has made significant changes to the scheduled flight schedule and the passenger cannot accept it, and the airline is unable to book the passenger on an alternative flight acceptable to the passenger, the passenger is entitled to a refund.

C) On request (information about the airline's unique services, information available on services provided by other airlines)

I) Aircraft type and distance between seats

II) General in-flight services

III) Facilities for Passengers with Special Needs and Fees for Use of the Facilities (Excluding Facilities for Physically Handicapped Passengers specified under Article 8)

IV) Whether certain seats can be assigned or booked in advance

V) Fees for excess baggage

VI) Terms of carriage

VII) More information about frequent flyer programs

VIII) Assistance program for lost, damaged or delayed baggage

IX) Detailed information on airline passenger service rules and airline-specific service plans

13. Provide information about airlines

In the event of operating an aircraft based on codeshare, franchise or long-term rental agreements, the airline will follow these policies:

I) Inform passengers of the name of the airline actually operating the aircraft. Passengers are notified at the following times:

– When making a reservation (when making reservations through distribution channels operated by airlines directly, ie airline offices, airline telephone reservation centers, airline websites, etc.)

– When checking in at the airport

II) For reservations made through distribution channels (travel agencies, websites other than airline websites, etc.) that are not operated directly by airlines.

For this, the airline will remind the travel agent or website operator to inform the passenger of this fact on the system when making a reservation.

III) It is clear that the passenger's contract is with a marketing carrier, i.e. an airline that corresponds to the designated code displayed on the itinerary next to the flight coupon or flight number.

IV) Inform passengers traveling on codeshare services that the service level may be different and that airline passenger service rules are not applicable.

14. Immediate response to passenger complaints

In the general case, each airline will provide a substantial response within 28 days of receiving the written complaint. If there is not enough time to properly investigate the complaint, an interim answer will be provided stating the reason for the delay. Each airline will designate a convenient contact point for all complaints. In addition, each airline will provide the address and / or phone number and department name of this customer service to timetables, websites and other sources of public information and make it available to all travel agents acting on behalf of the airline.

Meeting the needs of passengers with reduced mobility Introduce

The purpose of this document is to make it easier for you to use air travel by identifying and providing the needs of passengers with reduced mobility and respecting their safety and dignity. It is targeted at airlines that provide services and facilities at airports and on board, and may be used as a basis for preparing a voluntary code of conduct. When preparing the Code, consider the relevant provisions of the European Civil Aviation Conference (ECAC) Document 30 (Section 5) and the International Civil Aviation Organization (ICAO) Annex 9. These documents, which provide technical information, were produced by government agencies that set standards and recommended policies after discussions with airlines.

Justice

Persons with physical disabilities are those who require services other than those provided to all passengers because transportation is not free and requires special assistance when using transportation because of physical disability (sensory or motor skills), intellectual disability, age, or other causes of disability. It means

Basic premise

– People with disabilities have the same freedom of movement and choice as other citizens. Like normal life, so is air travel.

– Airlines, airports and related service providers are responsible for meeting the needs of people with disabilities. People with disabilities are also responsible for clearly communicating their needs along the right path at the right time.

– Provide information to help the handicapped people plan and travel.

– Disability should not be identified with disease. Therefore, people with physical disabilities are not restricted from traveling without having to file a medical report of their disability.

– For issues related to persons with physical disabilities, you can contact the organization that represents the physically challenged.

– Employees are trained to understand and address the needs of people with disabilities.

– Management and security screening should be conducted in a manner that respects the dignity of the physically challenged.

– As far as possible, provide the conditions for people with disabilities to act on their own

– You should not directly charge the handicapped person for the cost of meeting the needs of the handicapped person.

Airline policy

– No airline will deny a handicapped person, unless it is safe to transport the handicapped person or there is no physical space to accommodate the handicapped person. Carriers who refuse to transport the handicapped people will clearly and clearly state the reasons for the rejection.

– If a person with a physical disability claims to be able to take care of himself alone (he can handle all of his physical needs during the flight himself), the airline must accept it. In this case, the airline is not obligated to provide in-flight assistance services that violate the health, safety and hygiene requirements resulting from such claims.

– The airline will make technical and operational efforts to improve accessibility for people with disabilities and equip facilities for them on aircraft of all sizes. In particular, we will make further efforts to refurbish the aircraft.

– In the event that transportation of persons with reduced mobility on certain routes is denied (for example, the aircraft is too small), the airline will make every effort to offer acceptable alternatives.

– Regardless of the size of the airport and aircraft, boarding and landing of the handicapped person must be done in a manner that respects the dignity of the handicapped person.

– As long as there is space available, the airline will provide in-flight equipment / facilities to assist people with disabilities to take care of their health, safety and hygiene.

– People with reduced mobility have the same seating options as the general public, unless they violate safety requirements. If for safety reasons it is not possible to allocate the seat you wish to request, the airline will clarify and clarify the reason.

– Authorized guide dogs can be boarded on board according to domestic import and airline regulations. If the guide dog is on board, there is no charge for transportation.

– We will not charge the handicapped person for transportation charges for basic mobile equipment or other essential auxiliary equipment.

– The airline must take all reasonable steps to prevent the loss or damage of mobile equipment or other auxiliary devices. In the event of a loss or vandalism, the airline will take appropriate steps to ensure that the handicapped people are able to move as desired.