ECAC/EU DIALOGUE

ECAC/EU DIALOGUE
with the European air transport industr y
DIALOGUE CEAC/UE
avec l’industrie du transport aérien européen
AIR PASSENGER RIGHTS
Proceedings
LES
DROITS DES PASSAGERS AÉRIENS
Actes
Lisbon 10 May 2001
Lisbonne 10 mai 2001
This document is published by the
European Civil Aviation Conference (ECAC)
Printed in Levallois, June 2001, by IMPRIMSET
Ce document est publié par la
Conférence Européenne de l’Aviation Civile (CEAC)
Imprimé à Levallois, juin 2001, par IMPRIMSET
ECAC/EU DIALOGUE
with the European air transport industr y
DIALOGUE CEAC/UE
avec l’industrie du transport aérien européen
AIR PASSENGER RIGHTS
Proceedings
LES
DROITS DES PASSAGERS AÉRIENS
Actes
Lisbon 10 May 2001
Lisbonne 10 mai 2001
AVANT-PROPOS
La CEAC et l’Union européenne ont tenu leur quatrième Dialogue avec l’industrie du transport aérien
européen à Lisbonne le 10 mai. Le sujet était les droits des passagers, et je suis heureux de vous
présenter ici les Actes de ce Dialogue avec la conviction qu’en tant que passager et utilisateur des
facilités aéroportuaires, vous partagerez ma satisfaction de voir les intérêts des passagers mis au
centre des débats à Lisbonne.
Environ 200 représentants de gouvernements, aéroports, compagnies aériennes, organisations de
consommateurs et de personnes à mobilité réduite se sont retrouvés à Lisbonne afin d’accueillir les
Engagements pris par les organisations de compagnies aériennes et d'aéroports pour améliorer les
niveaux de service à leurs clients. Ils ont tous insisté sur l’importance d’une mise en œuvre et d'un
suivi efficaces des promesses contenues dans ces Engagements.
Cet événement, accueilli très efficacement et chaleureusement par l’administration de l’aviation civile
portugaise a été une réussite. Vous remarquerez lors de votre lecture des différentes remarques faites
par certains de nos eminents orateurs que Loyola de Palacio, Vice-présidente de la Commission
européenne chargée du transport et de l’énergie, a décrit les Engagements des compagnies
aériennes et des aéroports comme un pas important dans l’amélioration des services à l’égard des
passagers. Alfredo Roma, Président de la CEAC, a insisté sur la nécessité d’une mise en œuvre
rapide et d’un suivi attentif afin de s’assurer que les Engagements donnent de bons résultats. J’attire
également votre attention sur les remarques du Secrétaire général de l’OACI, Renato Costa Pereira,
dont le rappel opportun de la nécessité d’humaniser l’expérience du voyage aérien a été reconnu
par chacun présent.
La CEAC et la Commission européenne continueront à œuvrer dans le sens qui a été défini lors du
Dialogue de Lisbonne afin d’accomplir ce qui reste à faire, et dans l’intervalle, j’espère que vous
trouverez les diverses contributions à ces Actes à la fois instructives et stimulantes.
Raymond Benjamin
Secrétaire exécutif de la CEAC
FOREWORD
ECAC and the European Union held their fourth Dialogue with the European air transport industry
in Lisbon on 10 May. The subject was passenger rights and I am happy to present to you this
Book of Proceedings in the belief that, as a passenger and user of airport facilities, you will share
my satisfaction at the emphasis placed in Lisbon on passengers' interests.
About 200 representatives
organisations representing
Commitments by airline and
at the same time, stressed
promises contained in these
from governments, airports, airlines, consumer organisations and
persons with reduced mobility were in Lisbon to welcome the
airport organisations to improve service levels to their customers. All,
the importance of effective implementation and monitoring of the
Commitments.
This was a successful event hosted with great efficiency and warmth by the Portuguese civil aviation
administration. You will notice in perusing the various remarks by some of our distinguished
speakers that Loyola de Palacio, Vice-President of the European Commission in charge of transport
and energy matters, described the airline and airport Commitments as an important step in
improving services to passengers. Alfredo Roma, President of ECAC, stressed the need for early
implementation and careful monitoring to ensure that the Commitments are effective. I would also
direct your attention to the remarks of the Secretary General of ICAO, Renato Costa Pereira, whose
timely reminder of the need to humanise the experience of air travel was acknowledged by all
present.
ECAC and the European Commission will continue the work identified at the Dialogue in Lisbon
as remaining to be done, and in the meantime, I hope that you will find the contributions in this
Book of Proceedings both informative and stimulating.
Raymond Benjamin
Executive Secretary of ECAC
LUIS JORGE DA COSTA GOMES LOPES
Directeur général de l’Aviation civile, Portugal
Je pense que cette journée a été très réussie. Elle était consacrée au passager et sa réussite est, dans une
large mesure, à mettre à l’actif de nos partenaires des compagnies aériennes et des aéroports qui nous ont
offert des Engagements volontaires. Alors, au nom de tous les 200 participants, je suis reconnaissant de
l’effort fait et des ressources apportées par les compagnies aériennes et les aéroports, mais je voudrais
également remercier les organisations de consommateurs, l’industrie du voyage et, surtout, les représentants
des personnes à mobilité réduite. Tous ont été réunis sous les auspices de la CEAC et la Commission
européenne.
Nous avons eu quelques contributions mémorables aujourd’hui. Par exemple, le Secrétaire général de
l’OACI nous a rappelé la nécessité d’humaniser l’expérience du voyage, ce que nous négligeons à nos
dépens. Mme Heijer, Secrétaire d’État de Suède, a insisté sur l’augmentation de la mobilité et du souhait
de voyager des passagers d’un certain âge. Ils pourraient avoir besoin d’une assistance et d’une attention
accrues. Mais ce segment du marché est en pleine croissance et continuera à devenir de plus en plus
important commercialement pour les compagnies aériennes et les aéroports.
Les compagnies aériennes et les aéroports ont dévoilé et expliqué ce que comportaient leurs Engagement
volontaires et insisté sur le fait que des ressources et du temps seront consacrés à assurer leur réussite.
Mme de Palacio a décrit les Engagements comme étant un pas important vers des services améliorés pour
le passager et elle a donné les grandes lignes des mesures législatives complémentaires qui sont en cours
de préparation destinées à s’ajouter à la protection et aux droits des passagers.
Le Président de la CEAC, saluant les Engagements, a insisté sur la nécessité de les mettre en œuvre
rapidement et d’en assurer attentivement le suivi afin de veiller à ce que les Engagements soient offerts dans
la pratique et de manière efficace. Il invite tous les États membres de la CEAC à publier et à promouvoir
des chartes nationales, comme l’ont déjà fait plusieurs d’entre eux. Enfin, nos collègues qui représentent les
passagers à mobilité réduite ont mis l’accent sur les défaillances persistantes concernant le traitement de
ces derniers, bien qu’ils reconnaissent que les Engagements représentent une nette amélioration par rapport
à la pratique actuelle.
Cette année est une année d’Assemblée à l’OACI et la CEAC présentera à l’Assemblée en automne une
note de travail traitant des droits des passagers. Après avoir entendu les propos de Renato Costa Pereira,
Secrétaire général de l’OACI, nous pouvons nous attendre à des développements dans ce domaine au
niveau OACI.
Je souhaite maintenant faire un résumé des conclusions de ce Dialogue et vous remercier tous de votre
participation active aux discussions de table ronde de cet après-midi, présidées avec efficacité par Roy
Griffins et Michel Ayral. Vous m’avez aidé à conclure comme suit :
•
•
•
•
•
•
Tous les participants ont salué les Engagements par les compagnies aériennes et les aéroports, mais
ont insisté sur l’importance d’une mise en œuvre et d’un suivi efficaces.
Le contenu des deux Engagements sera mis à la disposition des personnes à mobilité réduite sous
une forme accessible.
Les Directeurs généraux assureront la promotion et le recueil des signatures des compagnies
aériennes et des aéroports au niveau national d’ici juillet, et les enverront à la CEAC qui se chargera
de leur compilation, leur mise à jour et leur publication dans un registre central.
La date butoir de mise en œuvre de ces Engagements est le 14 février 2002. À cette date, la CEAC
publiera le projet, y compris la liste des compagnies aériennes et des aéroports qui participent.
Dans l’intervalle, les mécanismes de suivi seront étudiés plus avant, y compris la possibilité d’un label
de qualité permettant de motiver les exploitants et d’informer les passagers.
Les participants ont invité la Commission à faire des propositions de législation sur des mécanismes
de financement pour l’assistance aux passagers à mobilité réduite.
✈✈✈
L UIS J ORGE DA COSTA GOMES L OPES
Director General of Civil Aviation, Portugal
I believe that we have had a very successful day. This was a day dedicated to the passenger and
its success is due in large measure to our airline and airport partners who offered us voluntary
Commitments. So, on behalf of all 200 participants, I acknowledge the effort and resources that
were put into the work by airlines and airports but also wish to thank the consumer organisations,
travel trade and, not least, representatives of persons of reduced mobility. All were brought together
under the umbrella of ECAC and the European Commission
We had some memorable contributions today. For example, the Secretary General of ICAO
reminded us of the need to humanise the experience of travel, something we ignore at our peril.
Ms Heijer, State Secretary from Sweden, emphasised the increasing mobility and desire to travel
of passengers of more advanced years. They may need some assistance and increased attention.
But this segment of the market is growing and will increasingly be commercially important to airlines
and airports.
The airlines and airports unveiled and explained their voluntary Commitments and stressed that
resources and time will be dedicated to ensuring their success.
Ms de Palacio described the Commitments as an important step in improving services to passengers
and outlined complementary legislative measures in the pipeline to add to passenger protection
and passenger rights.
The President of ECAC, in welcoming the Commitments, stressed the need for early implementation
and for careful monitoring to ensure that the Commitments are offered in practice and that they are
effective. He invited all ECAC Member States to publish and promote national charters, as a
number of them have already done. Finally, our colleagues representing passengers with reduced
mobility pointed to continuing weaknesses in the treatment of their members, although they
acknowledged that the Commitments are a net improvement on current practice.
This is an Assembly year in ICAO and ECAC will present a paper to the Assembly in the autumn
dealing with passenger rights. Listening carefully to Renato Costa Pereira, ICAO Secretary
General, it may well be that we will see developments in this field at ICAO level.
I now wish to summarise the outcome of this Dialogue and thank all of you for your active
participation in this afternoon’s round table discussions, efficiently moderated by Roy Griffins and
Michel Ayral. You have helped me to conclude as follows :
•
All participants welcomed the Commitments by airlines and airports but stressed the
importance of effective implementation and monitoring.
•
The contents of both Commitments will be made available in a form accessible to passengers
with reduced mobility.
•
Directors General will promote and collect signatures of airlines and airports at a national level
by July, and forward them to ECAC which will compile, update and publish a central register.
•
The target date for implementation of these Commitments is 14 February 2002. On that
date, ECAC will publicise the scheme, including the list of airlines and airports participating.
•
Further consideration will be given in the meantime to the mechanics for monitoring, including the
possibility of a quality emblem to provide an incentive for operators and information for passengers.
•
Participants invited the Commission to make proposals for legislation on charging
mechanisms for assistance to passengers with reduced mobility.
✈✈✈
TABLE
DES
MATIÈRES
P ROGRAMME
3
MODÉRATEURS
LE S
:
ALLOCUTIONS
R U I FE R R E I R A
5
ET ORATEURS
DA
CU N H A
Vice-Ministre des transports, Portugal
RENATO CLAUDIO COSTA PEREIRA Secrétaire général de l’OACI
D A N I E L C A L L E J A CR E S P O
15
Chef de Cabinet de la Vice-Présidente
de la Commission européenne chargée
des transports et de l’énergie,
Loyola de Palacio
21
A L F R E D O RO M A
Président de la CEAC
23
BIRGITTA HEIJER
Secrétaire d’État, Ministère de l’industrie,
de l’emploi et des communications, Suède
27
JEAN-CYRIL SPINETTA
AEA
31
K EN S MITH
IACA
34
OL A F D L U G I
ERA
36
GE O F F M U I R H E A D
ACI Europe
39
CH A R L E S FL O C A R D
FATURE
41
MO K R A N E B O U S S A I D
Forum européen des personnes handicapées 45
BE N E D I C T E F E D E R S P I E L
BEUC
46
K E N N E T H ME A D
Inspecteur général du Département des
transports des États-Unis
49
ENGAGEMENT DES COMPAGNIES AÉRIENNES À L’ÉGARD DES
SERVICES AUX PASSAGERS
E NGAGEMENT
65
VOLONTAIRE DES AÉROPORTS À L’ÉGARD DES
SERVICES AUX PASSAGERS AÉRIENS
75
Q UELQUES
81
LI S T E
IMPRESSIONS
DES PARTICIPANTS
R EMERCIEMENTS
1
11
86
TABLE
OF
CONTENTS
P ROGRAMME
4
MODERATORS AND SPEAKERS
5
THE SPEECHES:
R U I FE R R E I R A
Vice-Minister for Transpor t, Por tugal
12
RENATO CLAUDIO COSTA PEREIRA
Secretar y General of ICAO
16
DANIEL CALLEJA CRESPO
Chef de Cabinet of the Vice-President
of the European Commission in charge
of Transport and Energy ,
Loyola de Palacio
21
ALFREDO R OMA
President of ECAC
24
BIRGITTA HEIJER
State Secretar y, Ministry of Industry,
Employment and Communications,
Sweden
27
JEAN-CYRIL SPINETTA
AEA
31
K E N SM I T H
IACA
34
OLAF DLUGI
ERA
36
GEOFF MUIRHEAD
ACI Europe
39
CHARLES FLOCARD
FATURE
42
MOKRANE B OUSSAID
European Disability For um
45
B ENEDICTE FEDERSPIEL
BEUC
46
K ENNETH MEAD
Inspector General of the Department of
Transpor tation, United States
49
DA
CUNHA
AIRLINE PASSENGER SERVICE COMMITMENT
66
AIRPORT VOLUNTARY COMMITMENT ON AIR PASSENGER SERVICE
76
SO M E I M P R E S S I O N S
81
L IST
86
OF
PARTICIPANTS
ACKNOWLEDGEMENTS
2
PREMIÈRE SESSION
09.00 - 09.10
ALLOCUTION D’OUVERTURE
RUI FERREIRA
DA
VICE-MINISTRE
PORTUGAL
DES TRANSPORTS
11.40 - 11.50
MOKRANE BOUSSAID
FO R U M E U R O P É E N D E S P E R S O N N E S
CUNHA
09.10 - 09.20
RENATO CLAUDIO COSTA PEREIRA
SECRÉTAIRE GÉNÉRAL DE L’OACI
09.20 - 09.35
DANIEL CALLEJA CRESPO
CHEF DE CABINET DE LA VICE-PRÉSIDENTE
DE LA COMMISSION EUROPÉENNE CHARGÉE
DES TRANSPORTS ET DE L’ ÉNERGIE,
LOYOLA DE PALACIO
09.35 - 09.50
ALFREDO ROMA
PR É S I D E N T D E L A C E A C
HANDICAPÉES
11.50 - 12.00
BENEDICTE FEDERSPIEL
BEUC
12.00 - 12.30
CONFÉRENCE
DE PRESSE
DÉJEUNER
12.30 - 14.00
TROISIÈME SESSION
14.00 - 14.30
KENNETH MEAD
IN S P E C T E U R G É N É R A L
DÉPARTEMENT
ÉTATS-UNIS
« l’Expérience américaine en matière
de protection des passagers »
DU
DES TRANSPORTS DES
09.50 - 10.05
BIRGITTA HEIJER
SECRÉTAIRE D’ÉTAT, MINISTÈRE DE
L’INDUSTRIE, DE L’ EMPLOI ET DES
14.30 - 15.30
TABLE
COMMUNICATIONS
SU È D E
10.05 - 10.30
RONDE
: MI C H E L AY R A L (DIRECTEUR DU
TRANSPORT AÉRIEN, C OMMISSION EUROPÉENNE) ET R OY
GRIFFINS (DIRECTEUR GÉNÉRAL DE L’AVIATION CIVILE ,
ROYAUME-UNI ET POINT FOCAL CEAC POUR LES QUESTIONS
ÉCONOMIQUES) AVEC LA PARTICIPATION DE REPRÉSENTANTS DES
DIFFÉRENTS SECTEURS DE L’ INDUSTRIE DU TRANSPORT AÉRIEN ET
C O M O D É R AT E U R S
PAUSE
CAFÉ
DEUXIÈME SESSION
DES CONSOMMATEURS
10.30 - 10.45
JEAN-CYRIL SPINETTA
PRÉSIDENT, AEA
10.45 - 11.00
KEN SMITH
PRÉSIDENT, IACA
PAUSE
15.30 - 16.00
16.00 - 17.00
SUITE
17.00
DE LA TABLE RONDE
CONCLUSIONS
L UIS J ORGE
11.00 - 11.15
OLAF DLUGI
BOARD MEMBER, ERA
DI R E C T E U R
PORTUGAL
20.00
11.15 - 11.30
GEOFF MUIRHEAD
PRÉSIDENT, ACI EUROPE
11.30 - 11.40
CHARLES FLOCARD
PRÉSIDENT, FATURE
3
CAFÉ
DA
COSTA GOMES LOPES
GÉNÉRAL DE L’AVIATION CIVILE DU
DÎNER
DE CLÔTURE
FIRST SESSION
09.00 - 09.10
OPENING SPEECH
RUI FERREIRA
DA
VICE-MINISTER
P ORTUGAL
FOR
CUNHA
TRANSPORT
09.10 - 09.20
R ENATO CLAUDIO COSTA P EREIRA
SECRETARY GENERAL OF ICAO
09.20 - 09.35
DANIEL CALLEJA CRESPO
CHEF DE CABINET OF THE VICE-P RESIDENT
OF THE EUROPEAN COMMISSION IN
CHARGE OF TRANSPORT AND ENERGY,
L OYOLA DE PALACIO
09.35 - 09.50
ALFREDO R OMA
P RESIDENT OF ECAC
09.50 - 10.05
BIRGITTA HEIJER
STATE SECRETARY, MINISTRY OF INDUSTRY,
EMPLOYMENT AND COMMUNICATIONS
S WEDEN
10.05 - 10.30
COFFEE BREAK
SECOND SESSION
11.40 - 11.50
MOKRANE B OUSSAID
EUROPEAN DISABILITY FORUM
11.50 - 12.00
BENEDICTE FEDERSPIEL
BEUC
12.00 - 12.30
P RESS CONFERENCE
12.30 - 14.00
L UNCH
THIRD SESSION
14.00 - 14.30
KENNETH MEAD
INSPECTOR GENERAL OF THE
DEPARTMENT OF TRANSPORTATION
UNITED STATES
“The U.S. Experience on
Protection of Passengers”
14.30 - 15.30
ROUND TABLE
MICHEL AYRAL (DIRECTOR OF AIR
TRANSPORT, EUROPEAN COMMISSION) AND ROY GRIFFINS
(DIRECTOR GENERAL OF CIVIL AVIATION, UNITED KINGDOM
AND ECAC FOCAL POINT FOR ECONOMIC MATTERS) WITH THE
CO- MODERATED BY
PARTICIPATION OF REPRESENTATIVES OF VARIOUS SECTORS OF
THE AIR TRANSPORT INDUSTRY AND CONSUMERS
10.30 - 10.45
J EAN-CYRIL SPINETTA
CHAIRMAN, AEA
10.45 - 11.00
K EN SMITH
P RESIDENT, IACA
15.30 - 16.00
16.00 - 17.00
ROUND TABLE CONTINUES
17.00
CONCLUSION
LUIS JORGE DA COSTA GOMES LOPES
11.00 - 11.15
OLAF DLUGI
B OARD MEMBER, ERA
DIRECTOR GENERAL OF CIVIL AVIATION
P ORTUGAL
20.00
11.15 - 11.30
GEOFF MUIRHEAD
P RESIDENT, ACI EUROPE
COFFEE BREAK
CLOSING DINNER
11.30 - 11.40
CHARLES FLOCARD
CHAIRMAN, FATURE
4
RUI FERREIRA
DA
CUNHA
LUIS JORGE DA COSTA GOMES LOPES
RENATO CLAUDIO COSTA PEREIRA
5
DANIEL CALLEJA CRESPO
ALFREDO ROMA
BIRGITTA HEIJER
6
JEAN-CYRIL SPINETTA
KEN SMITH
OLAF DLUGI
7
GEOFF MUIRHEAD
CHARLES FLOCARD
MOKRANE BOUSSAID
8
BENEDICTE
FEDERSPIEL
KENNETH MEAD
ROY GRIFFINS
9
MICHEL AYRAL
THE SPEECHES
LES ALLOCUTIONS
10
RU I F E R R E I R A D A C U N H A
Vice-Ministre des transports, Ministère de l'Équipement social, Portugal
C'est un grand honneur pour le Portugal et un motif de satisfaction personnelle d'accueillir cette
Conférence à Lisbonne.
Et c'est en ma qualité d'amphitryon que je me dois d'adresser en tout premier lieu, des
remerciements chaleureux aux participants et de saluer tout particulièrement Monsieur Renato
Costa Pereira, Secrétaire général de l’OACI, Monsieur Daniel Calleja Crespo, Chef de cabinet
de Madame la Vice-présidente de la Commission européenne, Monsieur Alfredo Roma, Président
de la Conférence européenne de l'Aviation civile et Madame Brigitta Heijer Secrétaire d'État au
Ministère de l'Industrie, de l'Emploi et des Communications de la Suède.
Et ce, non pas seulement en raison d'une hospitalité sincère, qui est si caractéristique de notre
pays, mais parce que cette participation exprime le tres grand intérêt que les institutions, ici
représentées, portent au traitement d'une question aussi cruciale qu'actuelle, telle que celle des
droits des passagers des transports aériens.
Dans un monde en mutation et en évolution constantes à tous les niveaux — économique, social
ou de la citoyenneté —, on voit apparaître de façon inévitable et parfois inattendue des situations
nouvelles qui exigent souvent des interventions régulatrices au titre des intérêts en cause.
C'est dans cette perspective que s'encadre le défi de la consolidation d'une véritable politique de
promotion de la défense des intérêts des passagers des transports aériens en vue de leur accorder
des moyens réels de faire valoir leurs droits.
En effet, l'évolution récente du secteur de l'aviation dictée, dans une large mesure, par la
compétitivité, a fait surgir des facteurs nouveaux qui créent chez l'usager des sentiments
d'incertitude. Il est urgent de les combattre sous peine de porter atteinte à la réputation des
transports aériens en tant que moyen de transport par excellence en matière de sécurité, de
commodité et de confort.
Je pense très concrètement aux conséquences de l'utilisation croissante de nouvelles pratiques
commerciales entre compagnies aériennes (partage des codes, affrètement d'avion avec équipage
et carburant, franchisage) qui, parfois, n'étant pas tres compréhensibles pour l'usager peuvent
prêter à confusion et décevoir ses attentes, lorsque, par exemple, il est transporté par un opérateur
différent de celui qu'il avait choisi.
La croissance du transport aérien et le congestionnement des aéroports qu'elle entraîne sont
devenus également une menace pour la qualité exigeable des services associés aux transports
aériens, en raison de l'augmentation des retards en matière de départs et d'arrivées des avions,
de la perte des correspondances ainsi que des bagages égarés et détériorés.
Pour remédier a de telles situations, il faut des mesures correctrices ou compensatrices que j'ai déjà
évoquées et, c'est dans ce contexte que le rôle de tous les intervenants et responsables du secteur
s'est montre crucial, spécialement pour les organisations représentatives des transporteurs, des
aéroports et des passagers eux-mêmes.
S'il est certain que seul le dialogue pourra produire les résultats escomptes, il ne faut pas manquer de
saluer tout particulièrement l'initiative conjointe de la Commission européenne et de la Conférence
européenne de l'Aviation civile, qui a lancé les bases de la construction de cette politique de défense
des consommateurs spécifiquement consacrée aux usagers des transports aériens.
Je me permets, à ce propos, de rappeler l'impulsion qui a été donnée à cette question par la
Commission européenne et la priorité qui lui a été accordée par la présidence portugaise, ce qui
a permis de divulguer la charte des droits des passagers. Plus récemment, au mois d'octobre
dernier, une résolution a été adoptée par le Conseil des Ministres des transports de l'Union
11
R UI FERREIRA DA CUNHA
Vice-Minister for Transport, Ministry for Social Equipment, Portugal
As its host, I am very pleased to welcome this event, which is also a very proud moment for Portugal.
In my capacity as host, first and foremost, I would like to warmly thank all those attending and, in
particular, His Excellency the Secretary General of ICAO, Mr. Renato Costa Pereira, the Chef de
Cabinet of the Vice-President of the European Commission, Mr. Daniel Calleja Crespo, His
Excellency the President of the European Civil Aviation Conference, Mr. Alfredo Roma and Her
Excellency the Secretary of State of Sweden, Madam Birgitta Heijer.
This does not only have to do with sincere hospitality, so dear to the Portuguese and for which, I
think, they are well known. It is also because your participation reflects the extraordinary interest
that the institutions you represent have devoted to addressing so timely and relevant an issue as the
rights of passengers.
In a world of constant change and evolution at all levels — economic, social or of citizenship —
new inevitable and sometimes unexpected situations arise that frequently require regulating
intervention in the name of the interests involved.
It is here that the challenge of consolidating a policy to promote the defence of the interests of air
transport passengers lies, in such a way as to offer them an effective means of claiming their rights.
In fact, the recent development in the aviation sector, largely resulting from the dictates of
competition, has resulted in new factors causing feelings of uncertainty in users that must be
overcome. Should this fail to be achieved, the merits of air travel as the leading means of transport
in terms of safety, convenience and comfort will suffer.
I am thinking in particular of the consequences of the growing use of new commercial practices
between airlines (code-share, wet-lease, franchising), which are sometimes unclear for passengers
and can confuse their expectations, as, for example, when they fly with an operator other than the
one they had chosen.
The increased use of air transport and resulting congestion of airports have contributed to lowering
the desired quality of the services associated to air transport, and may intensify the late departure
and arrival of flights, the missing of connections and the loss of, or damage to, luggage.
In the light of these situations, it is necessary to take the corrective or compensatory measures that
I have already mentioned. It is within this context that the role of all those involved in and
responsible for the sector has been vital, particularly where the organisations representing the
airlines, the airports and the passengers themselves are concerned.
Although it is certain that the desired results will only be attained through dialogue between all
those involved, special reference should nonetheless be made to the joint initiative of the European
Commission and the European Civil Aviation Conference to launch the foundation for this new
consumer defence policy, specifically aimed at air passengers.
In this regard, I would like to point out the impetus given to this issue by the European Commission
and the priority it was given by the Portuguese presidency, which led to the publication of the bill
of rights of passengers and, more recently, the resolution of the EU Council of Ministers for Transport
that, by establishing the priority actions, has conferred particular importance to the signing of
voluntary agreements.
Consequently, I would like to point out the importance that the signing of voluntary agreements
between the different operators involved, notably airlines, airports, travel agents, tour operators
and even regulating entities may have, by precisely defining their objectives, so as to not only
improve the situation of air passengers but to also control the enforcement of these agreements.
12
européenne qui, dans sa définition des actions prioritaires, a mis l'accent sur l'importance de la
signature d'accords volontaires.
Ainsi, je tiens à souligner, ici, l'importance que les accords volontaires entre les différents
opérateurs impliqués, notamment, compagnies aériennes, aéroports, agents de voyages,
opérateurs touristiques et même les entités régulatrices, peuvent avoir lorsqu'ils définissent avec
précision des objectifs en vue de permettre une réelle amélioration de la situation des passagers
des transports aériens ainsi que du contrôle de leur application.
Dans le contexte actuel de la mondialisation, il est, semble-t-il, essentiel qu’il existe un équilibre
entre les mesures qui renforcent les droits des passagers et les impératifs économiques des
opérateurs.
La préoccupation du renforcement de la protection et de l'information des passagers des transports
aériens est toujours une évidence, toutefois, elle ne doit pas être présentée comme un obstacle a
la libre concurrence et surtout aux initiatives commerciales de chaque transporteur aérien.
Les résultats obtenus tout en étant manifestes, ne sont pas pour autant définitifs.
Ce qui fait que la poursuite des efforts au niveau international, et en particulier dans le cadre de
l’Union européenne, est un objectif commun et en ce sens je suis heureux de formuler des vœux
pour que notre rencontre constitue un jalon décisif de plus dans la voie de cette nouvelle politique
à caractère sectoriel, qui, sans oublier les droits de la citoyenneté, exprime à l'unisson, le véritable
esprit de la construction du marché interne.
Merci beaucoup.
✈✈✈
13
Consequently, the existence of a balance between the measures that strengthen the rights of
passengers and the economic requirements of operators in the current context of globalisation is
vital.
I should again stress the concern for strengthening the protection of air passengers and for
information provided to them. However, this cannot be classified as an obstacle to free
competition and particularly to the commercial initiatives of airlines.
Although the results that have been achieved are noteworthy, there is still much room for
improvement.
Consequently, the continuation of efforts at an international level, particularly within the scope of
the European Union, must be a common target and it is in this direction that I hope our meeting
will lead — another milestone in building this new sectorial policy together to express the purest
spirit of building the internal market, without forgetting the rights of citizenship.
Thank you very much.
✈✈✈
14
RENATO CLAUDIO COSTA PEREIRA
Secrétaire général, OACI
Je suis heureux d’avoir l’occasion de prendre la parole à ce Dialogue CEAC/UE sur les droits des passagers
aériens, car elle me permet d’évoquer un des grands enjeux de l’aviation civile dans les années à venir. Cet
enjeu, je l’appelle l’humanisation du voyage par avion. Je suis convaincu qu’il y a aujourd’hui un urgent
besoin d’humaniser le transport aérien. Si on ne le fait pas, on risque d’entraver la croissance des
déplacements par avion et de compromettre les immenses avantages qu’en retirent les usagers, les
exploitants, les prestataires de services et la collectivité mondiale.
En une cinquantaine d’années, nous avons constitué un système de transport de masse incroyablement
complexe et efficace dont on peut dire qu’il est, avec l’exploration de l’espace, le chef-d’œuvre
technologique du vingtième siècle. Je crains cependant qu’en cours de route, nous n’ayons perdu de vue
l’être humain. On parle maintenant de passagers, de clients, d’usagers, de facteurs d’occupation et même
de passagers-kilomètres, mais rarement de personnes en chair et en os ayant des besoins et des désirs, des
émotions et des sentiments. C’est comme si, en créant le moyen, c’est-à-dire le transport aérien, nous nous
étions coupés de ceux qui en sont les sujets, c’est-à-dire les personnes, que ce soient les passagers ou le
personnel navigant. Ceci explique peut-être en bonne partie l’intérêt que portent actuellement les médias aux
passagers indisciplinés, à la thrombose dans les veines profondes, au prétendu syndrome de la classe
économique et à d’autres symptômes du voyage aérien moderne.
On cherche vraiment des solutions à ces problèmes. C’est une des raisons pour lesquelles nous sommes ici
aujourd’hui. D’un autre côté, malgré toutes nos bonnes intentions, il nous manque peut-être la connaissance
pratique qu’il nous faudrait pour bien comprendre et résoudre ces questions. Par exemple, je soupçonne que
la plupart d’entre nous voyageons surtout en classe affaires ou en première. Nous aurions peut-être intérêt à
aller plus souvent en classe économique pour redécouvrir quelles sont les conditions à l’arrière de l’avion. Et
cela nous amènerait peut-être à nous sentir nous-mêmes quelque peu irascibles à l’occasion.
Pour ma part, je me demande honnêtement si c’est bien toujours de la faute du passager s’il se conduit d’une façon
odieuse et susceptible de conduire au désastre. Il y a des passagers détestables et il y en aura probablement
toujours. Il faut leur faire face avec fermeté et avec décision, pour la sécurité et le confort des autres passagers.
Mais, le plus souvent, la rage de l’air et même les comportements colériques chez des personnes qui sont
normalement calmes résultent des conditions du voyage, surtout à l’aéroport ou dans de l’avion. Tout comme
en Amérique latine, et partout ailleurs, il faut être deux pour danser le tango, et ce n’est pas toujours de la
faute du passager s’il est à contretemps. Après tout, c’est nous qui menons la danse, c’est nous qui
choisissons le plancher et c’est nous qui choisissons la musique.
Au cas où nous ne deviendrions pas de bons partenaires de danse, Welch Pogue a fait une prédiction qui
porte à réfléchir. Certains d’entre vous se souviendront peut-être que M. Pogue était le représentant des ÉtatsUnis à la Convention de Chicago en 1944. Il a célébré son 101e anniversaire il y a quelques mois et
demeure très actif, et il continue à s’exprimer sur des sujets qui concernent l’aviation. Il disait récemment:
« Je prédis qu’au XXIe siècle, des innovations aéronautiques qui dépassent l’imagination permettront
d’améliorer sensiblement le service aux passagers, si l’on traite ces derniers avec probité et avec respect.
Les principes de la probité et du respect ne sont pas des entraves au progrès. Ce sont des éléments essentiels
du succès. À la longue, la violation de ces principes amènera le public offensé à réagir, parfois de façon
excessive, avec les sanctions que cela suppose pour les transporteurs. »
Je crois que le risque n’est pas théorique. N’oublions pas que ce sont les voyageurs qui paient l’infrastructure
aéronautique par leurs taxes et impôts et qui font les résultats financiers des compagnies aériennes par
l’achat de leurs billets. S’ils ne reçoivent pas ce qu’ils estiment être un produit ou un service à la mesure de
ce qu’ils paient, ils peuvent simplement décider de trouver d’autres moyens de transport, voire même
renoncer à voyager.
Heureusement, il y a des signes d’une prise de conscience de la situation. En Europe et aux États-Unis, les
gouvernements envisagent de légiférer sur les droits des passagers aériens et, pour leur part, les syndicats qui
15
RENATO CLAUDIO COSTA P EREIRA
Secretary General, ICAO
I welcome the opportunity to speak at this ECAC/EU Dialogue event on Air Passenger Rights
because it allows me to address one of the great challenges for civil aviation in the years ahead.
I call this challenge the humanization of air travel. I am convinced there is today an urgent need
to humanize air transport. If we do not, we could cripple the growth of air travel and jeopardize
its immense benefits for users, operators, service providers and the world community.
Over the past 50 years or so, we have created an incredibly complex and efficient system of mass
transportation that is arguably, with space exploration, the technological masterpiece of the 20th
century. Somewhere along the way, however, I fear we lost sight of the human being. We now
refer to people as passengers, customers, users, load factors and even passenger-kilometers, but
rarely as real persons, with needs and wants, emotions and feelings. It is as if, in the process of
creating the means, air travel, we have become disconnected from the subject, persons, whether
passengers or crew. This might explain much of the current media interest in unruly passengers,
deep-vein thrombosis, the so-called economy class syndrome, and other symptoms of modern air
travel.
We are genuinely looking for solutions to these problems. That is one reason we are here today.
On the other hand, for all our good intentions, we may lack some of the practical knowledge we
need to fully understand and resolve these issues. For example, I would guess that most of us travel
primarily in business class or first class. We might be wise to travel more often in economy class
and reacquaint ourselves with conditions in the back of the aeroplane. We might even feel a bit
of air rage ourselves at times.
For my part, I honestly ask myself if the passenger is totally to blame for obnoxious and potentially
disastrous behaviour. Obnoxious passengers do exist and probably always will. We must deal
with them firmly and decisively, for the safety and comfort of all passengers.
More often than not, however, air rage and even upsetting behaviour on the part of normally quiet
people result from conditions of travel, mostly at the airport or on board the aircraft. Just as in Latin
America, as everywhere else, it takes two to tango, we can’t always blame the passenger for
being out of step. After all, we are the ones who lead in the dance. We choose the dance floor
and we choose the music.
Welch Pogue has a thought-provoking prediction if we don’t become good dance partners. Some
of you may recall that Mr Pogue was the US representative at the Chicago Convention of 1944.
He celebrated his 101st birthday just a few months ago and remains very active, writing and
speaking on aviation subjects. He recently said:
“I predict that in the 21st century, undreamed-of aeronautical developments will permit important
benefits in passenger service -— if decent and honest passenger treatment is applied. The
principles of decency and honesty are not restrictions on progress. They are essential parts of
success. Violation of those principles will, in the long run, cause the injured public to react, or
overreact, with resulting punishment to carriers.”
I do not think that is an idle threat. Let us not forget that travellers pay the cost of aviation
infrastructure through their taxes and build the bottom line of airlines through the purchase of tickets.
If they do not receive what they perceive to be a product or service commensurate with their
payment, they may simply decide to find other available means of transportation or to not fly at all.
Fortunately, there are signs of growing awareness to the situation. In Europe and the United States,
governments are considering legislating air passenger rights, while labour organizations
representing airline personnel are pressing for improved working conditions. On the medical front,
I was pleased to note the report published last year by the British House of Lords on the medical
aspects of air travel. It is an excellent reference document that should be widely read and used.
16
représentent le personnel des compagnies aériennes font pression pour que l’on améliore les conditions de
travail. Sur le plan médical, j’ai pris note avec plaisir du rapport publié l’an dernier par la Chambre des
lords britannique sur les aspects médicaux des déplacements par avion. C’est un excellent document de
référence qui devrait être lu et utilisé largement. Aux États-Unis, le responsable fédéral de la médecine
aéronautique, Jon Jordan, a demandé que l’on prenne en compte le bien-être des occupants dans le cadre
de la sécurité des cabines. Pour sa part, l’OACI s’occupe des questions de médecine et de santé des
passagers depuis la fin des années 50. Une de ses grandes réussites a été la résolution adoptée à la 29e
session de l’Assemblée sur l’interdiction de fumer à bord des vols internationaux. Un groupe d’étude de
l’OACI sur les passagers indisciplinés a rédigé un « projet de législation type sur les infractions commises à
bord d’aéronefs civils par des passagers indisciplinés ou perturbateurs », projet auquel il sera bientôt mis la
dernière main et que l’on recommandera d’adopter aux 187 États contractants de l’OACI. Et il y a quelques
mois à peine, le Président du Conseil de l’OACI, M. Assad Kotaite, a émis l’idée que des questions qui
touchent d’aussi près l’être humain que celle de la qualité de l’air en cabine puissent faire l’objet de normes
officielles.
En somme, nous devenons mieux informés de la dimension médicale, juridique et opérationnelle de ces
questions. Il faut maintenant agir. Cela exige un changement radical de notre approche, qui doit être axée
résolument sur le passager. Un bon collègue et consultant en planification stratégique de Montréal, Michel
Lincourt, propose une hiérarchie des étapes à franchir, en commençant par la plus simple et la plus facile:
•
Premièrement, améliorer les procédures existantes aux points de contact avec le client comme les
services de réservation, les comptoirs, les portes d’embarquement et l’intérieur des avions.
•
Deuxièmement, améliorer la conception des avions, des aéroports et des équipements et installations
connexes. Cela va des sièges aux compartiments à bagages et, de façon générale, à tous les
éléments qui peuvent faciliter le voyage et le rendre plus confortable.
•
Troisièmement, accélérer le traitement des passagers, de façon conviviale, du départ jusqu’à l’arrivée,
que ce soit par les transporteurs, par les aéroports ou par les agents de l’État.
•
Quatrièmement, simplifier les politiques de commercialisation et de tarification, pour les rendre plus
équitables, tout en sachant fort bien que cela touche les flux de recettes des compagnies aériennes.
•
Cinquièmement, revoir les structures monopolistiques mondiales de l’aviation, en vue d’assurer un
contrôle effectif sans pénaliser l’industrie.
Bien sûr, tout cela n’est pas simple. Cette démarche exige de la détermination et de l’imagination, mais, tôt
ou tard, il faudra bien y venir pour renverser la spirale descendante du mécontentement et amorcer une
spirale ascendante de la satisfaction. Il nous faut appliquer notre énergie à prendre mieux soin des
passagers, ne serait-ce que parce que cela est rationnel. Il y a des considérations financières, des
considérations sociales et des considérations opérationnelles. Mais mieux nous traiterons les passagers, plus
nous favoriserons la demande de transport aérien et donc la croissance de notre secteur.
J’irai encore plus loin. Ce qui est en jeu ici, ce n’est pas simplement le bien-être de tel ou tel passager, mais
le bien-être collectif de tous les passagers. Un principe de convivialité du transport aérien qui étend de plus
en plus ses ailes autour du globe, atteignant tous les coins de la planète, peut avoir un effet civilisateur
mondial en instaurant des pratiques qui respectent l’être humain. Ce type de démarche ne va pas à
l’encontre des politiques commerciales des compagnies ou de leurs idéaux de prospérité et d’excellence.
Au contraire! Ce peut être une source de plus grande prospérité pour tous.
En terminant, je voudrais poser une question et faire une suggestion. Ma question est la suivante: A-t-on
vraiment besoin de lois sur les droits des voyageurs aériens? Peut-être. Personnellement, je souhaiterais que
la communauté aéronautique se rende compte de la valeur inhérente d’un transport aérien humanisé et
qu’elle agisse de sa propre initiative.
Je crois, et c’est là ma suggestion, qu’il serait préférable de rédiger une politique du bien-être des passagers
aériens et une déclaration connexe. Un tel texte universel prévoirait un traitement juste et équitable des
passagers, qui respecte leurs droits et leurs attentes de contribuables, de consommateurs et d’êtres humains,
tout en protégeant les intérêts de tous les membres de l’industrie du transport aérien.
17
In the United States, the Federal Air Surgeon, Jon Jordan, has called for cabin safety to be
expanded to include the well-being of occupants. For its part, ICAO has been concerned with
passenger health and medical issues since the late 1950s. A major success story was a resolution
of the 29th session of the ICAO Assembly to ban smoking on international flights. An ICAO study
group on unruly passengers has prepared a “Draft Model Legislation on Offences Committed on
Board Civil Aircraft by Unruly or Disruptive Passengers”, which will be finalized soon and then be
recommended to all 187 ICAO Contracting States for adoption. And just a few months ago, the
President of the Council of ICAO, Dr. Assad Kotaite, put forth the suggestion that inherently human
issues such as cabin air quality might be the object of formal standards.
In short, we are becoming better informed as to the medical, legal and operational dimension of
the issues. We must now act. This implies a radical change in our approach, focussed resolutely
on the passenger. A good colleague and strategic planning consultant based in Montreal, Michel
Lincourt, offers a hierarchy of specific steps we can take, beginning with the simplest and easiest:
•
One, improve existing procedures at customer-contact points like reservations services,
counters, gates and on-board aircraft.
•
Two, improve the design of aircraft, airports and related equipment and facilities. This
extends to seats, overhead bins, and any other element that can make air travel easier and
more comfortable.
•
Three, expedite the processing of passengers, in a user-friendly way, from departure to
arrival, involving airlines, airports, as well as government officials.
•
Four, streamline marketing and pricing policies, to make them more equitable, realizing full
well that this involves the revenue stream of airlines.
•
Five, review global monopolistic aviation structures, with a view to effective control without
penalizing the industry.
To be sure, there are enormous implications to these five steps. We need the will, the determination
and the imagination to follow through on them but, sooner or later, we must if we want to reverse
the downward spiral of discontent and initiate an upward spiral of satisfaction. We must boldly
raise the bar of passenger care, because taking good care of passengers makes good business
sense.
There are financial considerations, and labour considerations, and operational
considerations. Yet, the better care we take of passengers, the greater demand we can generate
for air travel and the better we can promote the growth of the industry.
I would go a step further. What is at stake here is not simply the well-being of individual
passengers but the collective well-being of all passengers. A “wellness” air transport philosophy
that spreads its wings more and more around the world, reaching every corner of this planet, can
have a global civilizing effect by introducing policies and practices that respect the human being.
This kind of approach does not fly in the face of commercial policies of airlines or their ideals of
prosperity and excellence. Au contraire! It can be a source of increased prosperity for all.
In closing, I would ask a question and make a suggestion. My question is this: Do we really need
a bill of rights for air travellers? Maybe we do. Personally, I would hope that the aviation
community would realize the inherent value of a humanized air transport system and implement
measures voluntarily.
I believe, and this is my suggestion, that it would be preferable to draft an Air Passengers’ Wellbeing Policy and a related Declaration. Such a universal statement would outline a fair and
equitable treatment of passengers, one that respects their rights and expectations as taxpayers, as
customers and as human beings, while protecting the interests of all members of the air transport
industry.
For more than half a century, ICAO has been a remarkably successful forum for Contracting States
and international civil aviation organizations to build and continually modernize the highly effective
18
Pendant plus d’un demi-siècle, l’OACI a su être pour ses États contractants et les organismes internationaux
de l’aviation civile un forum qui leur a permis de forger et de moderniser de façon constante le cadre du
transport aérien mondial que nous connaissons aujourd’hui. Si les États contractants le désirent, l’OACI
pourrait à nouveau susciter le dialogue nécessaire pour atteindre un consensus sur un projet ayant cette
envergure mondiale. C’est avec beaucoup d’intérêt que je recevrais vos observations sur cette initiative. On
peut me rejoindre par courrier électronique à icaohq@icao.int.
Mesdames et Messieurs, pour paraphraser Victor Hugo, l’humanisation du voyage par avion est une idée
dont le temps est venu. Attelons-nous donc immédiatement à la tâche et commençons dès aujourd’hui à
humaniser le transport aérien.
✈✈✈
19
framework for global air transport as we know it. Should Contracting States so desire, ICAO could
again generate the kind of dialogue necessary to reach consensus on a project of such global
proportions. I would be very interested in receiving your comments on such an initiative. You can
reach me by e-mail at icaohq@icao.int.
Ladies and gentlemen, to paraphrase Victor Hugo: the humanization of air travel is truly an idea
whose time has come. Let us take that first bold step forward right now and begin today the
humanization of air travel.
✈✈✈
20
DANIEL CALLEJA CRESPO
Chef de Cabinet of the Vice-President of the European Commission
Chef de Cabinet de la Vice-Présidente de la Commission européenne
INTRODUCTORY WORDS
On behalf of Loyola de Palacio, Vice-President of the European Commission, let me begin by
expressing the Commission’s satisfaction on the occasion of the presentation of the voluntary
Commitments on service to passengers by Community airlines and airports.
The Commission is convinced that in a context of liberalisation of air transport, passengers must
receive a higher quality of service and enjoy better protection in order to benefit fully from the
advantages of a single, competitive aviation market.
This can best be achieved by a combination of legislation and of voluntary commitments. The
Commission has consistently advocated a policy with two pillars: Community legislation and
voluntary codes drafted and implemented by airlines and airports.
THE COMMITMENTS
The completion of the Commitments is therefore an important step forward. They represent a real
advance in the improvement of services for passengers and in tackling sources of dissatisfaction
and frustration.
I know that they are the fruit of great efforts and long discussions over the last eight months. May
I congratulate the airlines' and airports’ associations for the leadership they have shown, without
which these Commitments would not have been finished.
May I also thank the associations of tour operators and travel agents for the texts that they have
just sent us.
May I also emphasise how much the Commission appreciates the role played by the organisations
representing passengers, consumers and disabled people in the Community, whose contribution
was absolutely vital.
Once fully implemented, the Commitments should bring passengers significant benefits.
For instance, the airlines' code should help them get a better deal when booking tickets, receive
proper assistance when their travel does not go to plan, obtain a prompt reply to their complaints,
and enjoy full and timely information on their flights.
As for the airports, they commit themselves to ensuring that passengers can use adequate, wellmaintained infrastructure and equipment and receive assistance when facing serious delay or
disruption.
Both undertake to meet the needs of persons with reduced mobility, without charging them for
assistance.
In the Commission’s view the codes could have gone further in some ways. For instance, as
regards assistance to delayed passengers, or on the commitment on reporting by airports. It is
obvious that the monitoring of compliance or out-of-court settlement of disputes will be very
important, since both are a natural part of improving quality of service.
Nevertheless, we acknowledge that the first phase of this exercise has been a success.
second, that of implementation, which will be at least as challenging as the first.
The
The immediate priority is adoption of the commitments. Over the next few months, we hope that
most airlines and airports will sign up. To be a success. any voluntary commitment needs the
support of the greater part of the industry involved.
21
And participating companies have to find ways of informing people that they have joined, so that
passengers can make informed choices about quality of service, when they plan their travel. Then
airlines and airports will begin to prepare their implementation plans. Most will doubtless plan for
the full application of their codes.
The Commission counts on the great majority of airlines applying the Commitments in good faith
and without abusing the exemptions. If things do not turn out that way, we will face calls for
legislation on problems that are probably better addressed by voluntary codes.
IMPLEMENTATION
The most important task ahead of us is to devise a convincing system of monitoring of compliance
with the Commitments, which is vital for the success and credibility of the whole exercise. At the
round table this afternoon, we will discuss monitoring and, I hope, draw some conclusions on how
best to go about it.
Another task is to find ways of settling disputes out of court. Simple and inexpensive resolution of
disagreements is needed for passengers to enjoy their rights in practice — it will rarely be worth
while to go to court. We have to identify effective solutions, which respect national traditions, and
find a way of facilitating resolution of disputes across frontiers.
Other issues identified during the preparatory work are those of:
•
financing assistance for people with reduced mobility, and
•
improving services for which several suppliers are responsible, like baggage delivery.
These, too, will be discussed at the round table and, I hope, promising solutions will be identified.
The second phase will involve a great deal of work. I hope that all stake-holders will continue to
devote the time and effort needed to answer these questions, and that we can again count on
ECAC to take on the organisation, as it did so efficiently during the first phase.
LEGISLATION
I began by saying that voluntary commitments and legislation are complementary: both are
required to protect air passengers. Let me recall the Commission’s programme for legislation.
Last summer we presented a proposal for a regulation on air carriers, designed to apply Montreal
rules to all carriage by Community airlines. This is now before the Parliament and Council and
should be adopted without delay.
In the months ahead the Commission will present a proposal on compensation and assistance for
passengers in case of denied boarding and cancellation or long delay of their flights. This will
replace the proposal that we made three years ago.
Finally, at the end of the year we will propose legislation on minimum requirements for airlines'
contracts. When drafting this, we will take full account of the airlines' voluntary commitments in
order to avoid duplication and to give them the chance to show what they can achieve through
self-regulation.
So legislative and voluntary sides will advance in parallel, as they should.
CONCLUSION
I would like to conclude congratulating once again the airlines' and airports associations on their
commitments.
Our aim should now be to demonstrate convincingly to our citizens that their rights will be fully and
effectively protected and that they will benefit from a higher and better quality of service.
That is the next challenge ahead of us. I am sure that we will succeed. Thank you.
✈✈✈
22
A L F R E D O RO M A
Président de la CEAC
C’est aujourd’hui le quatrième Dialogue d’une série avec l’industrie du transport aérien européen
organisée par la Commission européenne et la CEAC. Je souhaite dire deux choses au sujet de
ces dialogues avant de me pencher sur la question des droits des passagers aériens.
Premièrement, à la CEAC nous avons toujours considéré ces dialogues comme des discussions sur
des sujets actuels avec tous les partenaires de l’industrie du transport aérien européen. Je n’utilise
pas le terme « partenaires » à la légère, car je pense qu’il est fondamental si on veut chercher des
moyens d’améliorer tous les aspects du transport aérien européen, de coopérer entre différents
acteurs et que toutes les tensions possibles que comporte le fait de se considérer comme « le régulé »
et « le régulateur » ne sont d’aucune utilité.
Deuxièmement, à la CEAC, nous avons toujours consacré beaucoup d’efforts à ces Dialogues afin
que leurs résultats servent à forger le programme de travail à moyen terme de la CEAC sur le sujet
dont il est discuté. Si vous vous reportez aux Dialogues les plus récents, qui traitent de l’aviation
par rapport à l’environnement et de la capacité aéroportuaire, vous verrez que la CEAC a
continué, dans ses travaux ultérieurs, à poursuivre les développements abordés dans les Dialogues
sur ces deux sujets. C’est la raison pour laquelle les conclusions que va tirer cet après-midi notre
collègue le Directeur général de l’Aviation civile du Portugal, Commandant Jorge Lopes, sont si
importantes.
Ceux qui travaillent dans le secteur du transport aérien ne peuvent pas s’empêcher de penser que
les médias insistent beaucoup plus sur les mauvaises nouvelles que sur les bonnes. Il faut dire aussi
qu’il est difficile de leur en faire le reproche, dans la mesure où l’industrie du transport aérien
européen est victime de son propre succès. Certes, la libéralisation du secteur des compagnies
aériennes, notamment, par rapport aux contraintes imposées par l’ancien système bilatéral a
permis aux réflexes concurrentiels des compagnies aériennes européennes de profiter pleinement
des occasions de se développer, et celles-ci font actuellement la démonstration de leur efficacité
une fois libérées des lourdeurs administratives. Mais la publicité donnée ces dernières années à
l’encombrement de l’espace aérien et au sol et aux retards consécutifs importants fait un tort
énorme à notre industrie, et c’est pour cette raison que nous devons profiter de l’événement
d’aujourd’hui qui est porteur de nouvelles positives pour la personne qui compte le plus pour
l’industrie, à savoir, le passager.
Nous avons devant nous aujourd’hui des Engagements volontaires de toutes les principales
associations de compagnies aériennes d’Europe qui représentent les compagnies régulières, de
loisirs et régionales et également des organisations qui représentent tous les aéroports d’Europe.
Je tiens à présenter, en ma qualité de Président de la CEAC, mes félicitations aux associations AEA
et IACA en particulier, lesquelles transportent à elles deux la plus grande partie des passagers intraeuropéens, pour les Engagements volontaires qu’elles ont élaborés avec l’objectif d’offrir à leur
clientèle une amélioration des services. Je tiens, de même, à féliciter l’ACI Europe pour
l’Engagement volontaire des aéroports qu’ils ont élaboré. Je n’ai pas l’intention d’entrer dans les
détails de l’un ou l’autre des engagements puisque les orateurs que vous écouterez plus tard dans
la matinée le feront.
J’aimerais simplement évoquer le contraste entre la position actuelle et celle qui prévalait il y a
moins d’un an quand la possibilité existait réellement, au moins pour les compagnies aériennes de
l’Union européenne, de voir l’introduction dans la Communauté d’une législation assurant la mise
en application d’une meilleure qualité de services par les compagnies aériennes. Je crois que nous
pouvons dire à juste titre que les neuf derniers mois de travail ensemble avec la CEAC, entre
partenaires égaux ont démontré que des engagements tout aussi utiles peuvent être proposés sur
une base volontaire et conçus en pleine coopération entre tous les partenaires, y compris les
compagnies aériennes, les aéroports, les consommateurs et les personnes à mobilité réduite. La
Constitution de la CEAC et ses méthodes de travail permettent, et encouragent même, la
consultation la plus large possible et un professionalisme qu’elle a acquis au cours de sa longue
expérience aux côtés de l’industrie. Je dois reconnaître le mérite de Mme de Palacio,
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ALFREDO R OMA
President of ECAC
This is the fourth in a series of Dialogues with the European air transport industry organised by
the European Commission and ECAC. There are two things that I wish to say about these
Dialogues before addressing the question of air passenger rights. Firstly, we in ECAC have
always regarded them as discussions on topical subjects with all the partners in the European air
transport industry. I do not use the term "partners" lightly, since I believe that in looking for ways
to improve all aspects of European air transport, co-operation between the various players is
fundamental and any possible tensions implicit in regarding ourselves as the regulated and the
regulators serve no useful purpose.
Secondly, for ECAC, we have always put a great deal of effort into these Dialogues with the
intention that the outcome would serve to form ECAC's medium term work programme for the
subject under discussion. If you look back on the most recent Dialogues, dealing with aviation and
the environment and airport capacity, you will find that ECAC has pursued developments arising
in the Dialogue in its subsequent work on these two subjects. That is why the conclusions to be
drawn this afternoon by our colleague the Portuguese Director General for Civil Aviation, Captain
Jorge Lopes, are so important.
It is not too difficult sometimes for people working in the air transport industry in recent years to get
the impression that the media puts a great deal of emphasis on bad news rather than good news.
It is also fair to say that it is difficult to blame them, as to an extent the European air transport
industry is a victim of its own success. Certainly, the liberalisation of the airline industry, in
particular, from the constraints imposed by the old bilateral system has allowed the competitive
instincts of European airlines to take full advantage of opportunities to develop and they are
proving how good they are when released from government red tape. But congestion in the air
and on the ground in recent years and subsequent long delays have attracted enormous adverse
publicity to our industry, which is why we should make the most of today's event at which we have
positive news for the most important person in the industry, i.e. the passenger.
We have before us today voluntary Commitments from all the main airline associations in Europe,
representing scheduled, leisure and regional airlines and also from the organisations representing
all of Europe's airports. I offer my congratulations as President of ECAC, in particular to AEA and
IACA which between them carry the bulk of intra-European passengers, for developing on a
voluntary basis commitments designed to improve the services offered to their customers. Similarly,
I congratulate ACI Europe for their voluntary airports Commitment. I do not intend to go into the
details of either Commitment as you will hear speakers from these organisations later this morning.
I would simply like to contrast the present position with that of less than a year ago when the real
possibility existed, at least for airlines in the European Union, that legislation would be introduced
in the Community to enforce better quality of service on the airlines. I think it is fair to say that the
last nine months of working together with ECAC as equal partners has demonstrated that equally
useful Commitments can be offered on a voluntary basis and can be designed in full co-operation
between all the partners, including airlines, airports, consumers and persons of reduced mobility.
ECAC's Constitution and way of working allows and even encourages the broadest consultation
and the professional approach developed over long years of experience of working with the
industry. I must give credit to Ms de Palacio, Vice-President of the European Commission, whose
consultation document in this area last year started the ball rolling and it is most unfortunate that
she cannot be with us here today.
It is important to stress the voluntary nature of the Commitments we are being offered today. It is
equally important that I point out that these Commitments are only valuable to consumers if they
work and if they are seen to work. For that reason, they will be closely monitored and there will,
I believe, be regular consultation with the airlines and airports to ensure their effectiveness. Systems
to do this will have to be developed and I believe that we can begin discussions on these during
the round table conference this afternoon.
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Vice-présidente de la Commission européenne, pour le document de consultation dans ce domaine
l’année dernière qui a donné la première impulsion, et il est très regrettable qu’elle ne puisse pas
être parmi nous aujourd’hui.
Il est important de mettre l’accent sur le caractère volontaire des engagements que nous proposons
aujourd’hui. Il est tout aussi important que je fasse remarquer que ces engagements n’ont de valeur
pour les consommateurs que s’ils sont tenus et s’il est avéré qu’ils sont tenus. Pour cette raison, ils
seront étroitement suivis et des consultations auront lieu régulièrement, je le pense, avec les
compagnies aériennes et les aéroports afin de s’assurer de leur efficacité. Des moyens de le faire
devront être développés et je crois que nous pouvons commencer des discussions sur ceux-ci
pendant la table ronde de cet après-midi.
Comme vous, je me ferai un plaisir d’être attentif aux détails donnés par ceux qui proposent ces
Engagements volontaires, c’est-à-dire les compagnies aériennes et les aéroports, plus tard dans la
matinée. Je vous remercie pour votre participation active à cet événement et j’adresse un mot de
gratitude tout particulier à nos hôtes portugais qui nous ont fait l’amabilité de nous inviter à
Lisbonne et de travailler très étroitement avec nous au cours de ces derniers mois afin d’assurer à
ce dialogue CEAC/UE tout son succès.
✈✈✈
25
Like you, I look forward to hearing the details from those offering these Commitments on a voluntary
basis, that is the airlines and the airports, later on this morning. I thank you for your active
participation in this event and a special word of gratitude to our Portuguese hosts who were kind
enough to invite us to Lisbon and to work very closely with us for the past few months to ensure the
success of this ECAC/EU Dialogue.
✈✈✈
26
Birgitta Heijer
State Secretary, Ministry of Industry, Employment and Communication, Sweden
Secrétaire d’État, Ministère de l’industrie, de l’emploi et des communications, Suède
I´d like to take this opportunity to talk about accessibility for people, persons with reduced mobility
in the transport system and focus on the elderly and disabled air passengers’ situation.
I´d like to start my presentation from a very personal perspective.
My mother in law is 85 years old, her name is Greta. She lives in a small town in the North of
Sweden, called Skellefteå. It is 800 km from Stockholm, where I, my husband and my son live.
My son loves his grandma´, and so do I. So it’s very important that Greta can come and stay with
us in Stockholm, now and then.
For Greta the only possible way to travel these 800 kms is by air transport. As Greta is getting
older, it will be more difficult for her to do this trip, to climb all the steps up to the aircraft, to sit in
a narrow cabin with often uncomfortable chairs and to walk all the distance and carry heavy
luggage at the airport.
But Greta is in good shape. And she can still manage to do this trip without much help from the
staff or other passengers.
Now you wonder why I keep talking about my old mother in law. Well, I do it because I think
you can see her as a symbol for what is happening in Europe right now.
We have an increasing elderly population with their families spread, not only over their own
country but over the whole of Europe. And it is people who are used to travel, who want to
continue to travel even though their bodies are getting older and who find it more and more difficult
to move quickly and smoothly.
So that´s why I´d like to take this opportunity to talk about accessibility for persons with reduced
mobility in the transport system, and focus on the elderly and disabled air passengers situation.
A SOCIETY FOR ALL
It is a basic goal that society as a whole should be made accessible for all. Accessibility
contributes to the welfare, including both social and economical development. You can conclude
that accessibility in fact is an important part of a sustainable society. A society for all.
AN ACCESSIBLE TRANSPORTATION SYSTEM
An accessible society, of course, implies that the transportation systems are made accessible. The
air, sea, road and rail transportations systems have to be accessible in themselves, but also well
integrated, in order to make it possible for any customer, disabled or not, to make their own
personal combination of different means of transport and services. The customer should be able
to travel door to door in a safe, comfortable and dignified manner.
DOOR TO DOOR TRANSPORTATION
The door to door concept means that all the different links in the transport chain need to be
adapted to the needs of people with different abilities. It also means that the different links and
services have to be interlinked and compatible from the passenger point of view. Every actor has
to review and care for, not only how his own domain is adapted to passenger needs, but also
how he can adapt to other actors involved in the transport chain. This calls for extensive and
continuous cooperation between many actors, from local to international level.
ACCESSIBLE P UBLIC TRANSPORT
Last year the Swedish government launched an action plan for a national disability policy. For the
transportation sector it says that the work on increased accessibility should be guided by the aim
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of making public transport accessible for disabled people by 2010. Public transport should be
interpreted in a very wide sense, for instance including air transportation. To be able to achieve
this goal there has to be an extensive cooperation and efforts made by both public and private
actors. A key role is played by the national administrations for road, rail, sea and air. They have
a sector responsibility for their part of the transportation area. This responsibility implies they have
to deal with every actor in order to improve, for instance, accessibility. As the air transportation
is, to a great extent, of international character, Swedish civil aviation has to work in international
cooperation to achieve this goal.
AIR TRANSPORTATION
Often persons with reduced mobility think that air transport offer a better service than if you travel
by bus, train or by boat. It is the high level of personal service that makes the difference. It might
be the air transport industry’s long tradition of competing with service level that has made flying
easier for passengers with special needs.
However, personal service offered at airports and while flying, have also to fill the gap between
passenger needs and poor technical solutions. For instance, disabled passengers often find their
electric wheel chairs dysfunctional upon arrival because of bad handling. They also often have to
accept being carried up the stairs to the aircraft due to lack of adapted technical devices. That is
true for instance at small Swedish airports. I guess this is the case also in some other countries.
Anyway, I should not try to teach you, as experts, what kind of problem might occur. My point is
that, from a citizen and political point of view, this kind of problem is not acceptable in a modern
society. It is not a dignified way of travelling. The problems have to be dealt with… and solved.
If the branch does not take on the responsibility, sooner or later it will be a question for
governments, and I doubt that governments will find better solutions than the experts in the industry.
There is still a long way to go before air transport is fully accessible.
To make air transport accessible to everyone on already existing terminals and airplanes might
involve considerable costs, nevertheless important to achieve. Of course the cost is less if there is
a focus on passengers with special needs already from the beginning. But, we cannot wait until
every aeroplane and every airport are replaced by new, that are fully accessible. I think that one
of the main tasks is to find effective solutions for making already existing infrastructure and means
of transport accessible. I do not think cost is a major problem in adapting airports. You can
compare with other parts of the transportation sector, bus traffic for instance. In Sweden for
example we have more than 100,000 bus stops and less than a hundred airports. To make a
hundred airports fully accessible seems to be a much more comfortable task than to do the same
with all the bus stops (and buses).
HARDWARE AND SOFT MEASURES
Making the transportation systems accessible to all is not only a question of legislation or separate
technical or service solutions. The hardware has to be combined with software. It is a question
of awareness, attitude, knowledge and motivation. You could say that the thinking of accessibility
has to be integrated in the everyday work. It has to be there from the beginning. This goes for
individuals as well as for organizations.
Of course, this thinking and awareness also has to be a natural and integrated part already in the
design process. To stimulate such a development and to find new solutions for an accessible
transportation system, the Nordic governments have initiated a competition among industrial
designers, labeled “The Modern Journey”. Accessibility should not be seen as a question of ad
hoc adaptation to certain groups of people, but rather a prerequisite for “design for everyone”.
Not only disabled passengers take advantage of easily accessible transportation — every
passenger will gain from it.
Problems often appear for disabled passengers when people they have to rely on, in order to be
able to make their flight, do not have the knowledge that is necessary. For example, people
loading the airplane have to be aware that if an electric wheel chair breaks under transport it is
not just a matter of paying compensation to the passenger for damaged goods. When the wheel
chair is not operable upon arrival the passenger will not be able to move around independently.
In order to make staff aware of the difficulties of the disabled they have to be educated and to
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receive proper training in dealing with Persons with Reduced Mobility. It is satisfying that this is
one of the issues in the documents on voluntary passenger service commitments for airports and
airlines. I hope this will lead to greater awareness of accessibility problems in the air transport
industry. Persons with Reduced Mobility will surely benefit from this.
ACCESSIBILITY – A SOCIAL AND COMMERCIAL ISSUE
Many of us are living in countries, where the proportion of elderly people is steadily increasing.
Many will have some disability. There is no doubt that demands on comfort and services from the
elderly, disabled or not, will rise. This will put pressure on governments to take action, wherever
needed, to make society accessible. However, the needs of the elderly and disabled cannot only
be taken care of by, and not even merely, legislation. We need a general commitment among all
parties involved, as governments (including EU), authorities, operators as well as the users
themselves, to cooperate in order to reach the goal of accessible transport systems. Governments,
individually or collectively, can very seldomly effectively prescribe detailed technical or
organizational solutions on a diversity of accessibility problems and cannot by itself foresee the
best solution in every aspect, without the committed work from organizations like ECAC.
During the next thirty years the number of people 65 years old and more will double and their
share of the population will increase by 40%. People 80 years and older will at the same time
treble and their proportion will double. As the elderly will also have a substantial and increasing
economic power as consumers, they will also be important from a commercial perspective.
We know that tourism and other forms of leisure travel is increasing very much. Elderly people will
represent a significant part of that market. For actors in the field of transport this means that
measures for improved accessibility for elderly and disabled people will also have to be seen as
a part of a natural market behaviour, and not merely as a social obligation inserted by the political
system. Those actors who neglect the aspect of accessibility will create problems, both for their
image and their economy. We all know that consumers are faster than governments.
Finally, I acknowledge the work that has been done on voluntary passenger service commitments
for airports and airlines. It is most satisfying that these documents also address accessibility for
disabled people. I hope they will constitute a starting point in a process that will soon make the
air transportation systems accessible to all. The Swedish Government supports this process and
the Swedish Civil Aviation Board will take an active role in the coming work.
Because we all want to be close to our elderly relatives, our grandmothers, grandfathers, mothers
and fathers in law, disabled parents, sisters, brothers, and sons and daughters. We want them all
to come and visit us. And we want them to be in a good mood after a safe, comfortable and
dignified journey, from door to door.
Don´t we?
Thank you for your attention.
✈✈✈
29
30
JEAN-CYRIL SPINETTA
Chairman, AEA
Président, AEA
THE WAY
THE AIRLINE PASSENGER SERVICE COMMITMENT:
FORWARD FOR A COMPREHENSIVE AIR PASSENGER RIGHTS P OLICY
It is a great pleasure to be here today with you to deal with an issue which we all regard as a
priority — an issue for which we need to strive, a common perspective for the satisfaction of all
interested parties. For this reason, I regard this dialogue as essential and I would like first of all to
thank ECAC and the European Commission for having taken this initiative.
For all airline members of the Association I chair, passenger rights and more generally passenger
satisfaction is at the very core of our activity and is a daily concern.
Why? For two very simple reasons.
First, because our success is conditioned by passenger satisfaction. Each time they fly, we want
them to come back and fly more often.
Second, because flying is no ordinary business and the people delivering our product are no
ordinary people. About 20 years ago, an expanding US airline used the following advertising
statement: "We love to fly, and it shows". This is for all of us a statement of truth. We do love —
above all — to fly. Unfortunately, it seems that it does not always show.
Indeed, flying is no longer the glamorous and high profile experience it used to be. Rather, it has
become an affordable way of travelling and quite a common habit for millions of European
citizens. In itself, this is a major achievement and a significant contribution to economic and social
progress.
However, at the same time, flying has become a less friendly experience: passengers need to
proceed through large and congested airport facilities, no less congested skies and the constant
challenge of running hundreds of flights daily often results in delays. Also, the complexity of our
industry sometimes incurs a lack of transparency which can easily lead to frustration and discontent.
We — the AEA airlines — have become aware of the need to improve the overall flying
experience of our passengers. Hence, we very much welcomed the Commission initiative
regarding passenger rights and the proposed way to go forward. We firmly believe that
legislation is definitely not the way to deal with issues relating mainly to quality of service. This
would be at odds with a liberalized regulatory environment. Therefore, as evidenced by the US
experience, voluntary commitment is the way forward. The airline industry is a mature and well
organized industry and I am convinced that we can achieve a better deal for our customers. Our
ability to structure and deliver a high quality product for the benefit of consumers is already wellestablished. In this regard, the interlining system and our recently modified conditions of carriage
speak for themselves.
AEA and its members actively participated in all sessions of the ECAC/EU Task Force on
passenger rights. This is an exercise which has been taken very seriously by all of us and for which
we devoted significant resources and a lot of our time. Following closely the progress of the work,
I am aware it has not always been an easy process. But, those difficulties made this exercise very
interesting for all participants. Airlines, consumers and organizations representing people with
reduced mobility, tour operators and travel agents have learnt from each other and made it
possible to reach a consensus.
Together with my colleagues from ERA and IACA, I am very happy to present our Airline Passenger
Service Commitment. I believe this Commitment will ensure a substantial improvement of our
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customer service as it will allow the air travel experience to become more transparent and more
consumer-friendly. It covers 14 areas before, during and after travel and describes the level of
service passengers may expect consistently from signatory airlines.
Many of the commitments relate to providing adequate and timely information: we will give full
information regarding our commercial and operational conditions, inform passengers about the
lowest fare available, notify of known delays and cancellations.
Some are about giving more flexibility and a better service to the passenger: we will allow
telephone reservations to be held for 24 hours, take measures to speed up check-in, systematically
call for volunteers in case there are more passengers than seats available on a given flight and
quickly issue refunds for unused tickets as well as quickly provide an answer to written complaints.
Others relate to improved assistance in specific circumstances: we will do so in case of delays
beyond two hours, in case of mishandled baggage and more generally to passengers with
reduced mobility and special needs.
Overall, these commitments will enable consumers to make more informed choices of airline when
planning their travel arrangements.
It is worth noting that on certain issues, our Passenger Service Commitment goes beyond the
Commitment that was adopted by US carriers members of ATA. More generally, while the benefits
of the US airlines’ Commitment is limited to domestic operations, the European one is not
necessarily limited to intra-Community services and many EEA members intend to apply it to their
worldwide network. This makes quite a difference.
The Commitment does not extend to contractual obligations. The reason for that is simple: the
industry has recently conducted a thorough revision of the IATA Recommended Practice which is
the basis for our individual Conditions of Carriage. This revision aimed at ensuring their
compatibility with the EC Directive on Unfair Contractual Terms. It has already been backed by
the UK Office of Fair Trading. Hence, we regard this revised version of the Recommended Practice
as the adequate complement to our Airline Passenger Service Commitment.
On this basis, I think it is fair to recognize that European airlines have responded positively and
constructively to the Community policy initiative on passenger rights.
This does not mean however that our work is completed. In a way, we have so far only done the
easiest part of the job. Now the implementation phase will start. This will require a significant
review of our operational procedures as well as communication, coordination and training at
various levels of our corporate structures. We definitely need some time before our individual
Airline Passenger Service Commitments become fully applicable. This is essential to do this job
properly and efficiently.
Once fully applicable, we understand that the Airline Passenger Service Commitment will have to
be monitored. At some point, it was suggested each airline should put in place its own monitoring
system. For obvious reasons of neutrality and objectivity, this is acceptable only to the extent that
this monitoring is actually carried out by an independent body on behalf of the airline concerned
— this could for example be the case with a certification agency. However, I find that ultimately
it should be up to the Community to take up that responsibility since it will have to take a position
on whether the industry respects the Commitment.
In any case, I can assure you that AEA carriers will do their best to live up to the principles of the
Commitment.
However, it is important to realize that the Commitment will only solve the problems which are
under full control and sole responsibility of the airlines. As you know, the air transport product is
highly complex from an operational point of view as it relies on the performance of various service
providers. We have no possible choice when it comes to choosing those entities which are
providing essential infrastructure facilities — namely airports and ATC. On this basis, it is just fair
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that we do not accept full responsibility for entities which are beyond our control and which have
not yet come with detailed commitments or actions to improve the situation of passengers. Yet, we
will provide assistance for routine occurrences which are beyond our control — for example in
case of mishandled baggage and in case of those unacceptable and unfortunately routine ATC
delays.
Besides, this is not just a matter of fairness but also a matter of economic reality. As it stands, the
Airline Passenger Service Commitment will imply a substantial increase of our costs. I can tell you
that although AEA carriers have not yet done a collective assessment of those costs, the effect on
our competitive position will be far from neutral. Just to give you an idea — US signatory airlines
spent around 3 billion dollars to implement a Commitment limited to domestic operations.
As you know, from an economic and financial perspective, our industry is structurally fragile.
Anything that would go further than the already substantial and far reaching efforts undertaken
through our Airline Passenger Service Commitment would most probably be unacceptable and
could force us to step back. This should be taken into account in the context of the revision of the
existing rules on denied boarding.
I am convinced that our Commitment will be the cornerstone of the Community air passenger right
policy. I do hope that it will set an example for other modes of transport and that other actors of
the air transport chain will also seek to improve their performance. I also hope that it will be
supplemented by a definition of the duties of air passengers.
In the meantime, airlines will love to fly as usual and do everything they can to show it.
I thank you for your attention.
✈✈✈
33
KEN SMITH
President , IACA
Président, IACA
As newly-elected President of IACA it is my pleasure to follow Mr Spinetta and to pay tribute to the
work performed by the members of the Task Force on Air Passenger Rights over the past few months.
IACA represents airlines whose customer base is significantly or predominantly accounted for by
the leisure traveller. Between them, our thirty-three members carry more than 120 million
passengers each year, utilising a fleet of over 700 aircraft — and provide jobs for more than
50,000 employees worldwide.
Typically IACA airlines operate in a highly competitive and price-sensitive market to a wide range
of holiday destinations. Very often the customer might have a choice of three or more operators to
his or her chosen destination. Customer loyalty is rare in such circumstances but a prize to be greatly
valued when it is won. Confucius probably did not claim that standards of customer service are
highest where competition is at its greatest, but he probably would have done were he to be an
airline passenger in the twenty-first century.
Last year's Communication from the Commission to the European Parliament and the Council
entitled "Protection of Air Passengers in the European Union" proposed that consumer protection in
the air transport sector should be provided through a combination of regulatory action and
voluntary codes. The Communication made it clear that a wide range of consumer issues could
be addressed either way and that the precise drawing of the line between legislation and voluntary
codes would depend mainly on how far the airlines would be prepared to go in their voluntary
commitments. I therefore commend those who have prepared such a comprehensive document
setting out clear statements of intent offering tangible benefits to the airline consumer.
IACA has been closely involved in the work of the Task Force since its inception and has always
maintained its belief that the interests of the customer were best served by a common airline
approach. But in preparing the Voluntary Commitment, the Task Force has not faced an easy task.
Inevitably a balance had to be struck between producing a worthwhile set of commitments
applicable to a wide range of passenger air transport operations, without the process
degenerating into an idealistic wish-list to which few (if any) airlines would subscribe. Indeed,
some commentators might suggest that the very airlines that need to make the most improvements
are the very airlines least likely to sign-up. Such carriers are not members of any of the airline
associations represented here today.
But equally there are many airlines within my own trade association who have little or no direct
contractual relationship with the customer whom they are carrying. Indeed around half of the
international passenger kilometres flown within Europe are performed by the in-house airlines of the
European vertically integrated travel groups
These airlines are generally performing flights on behalf of one or more inclusive tour operators.
As an added complication, some of these airlines may also be carrying passengers on a seat-only
basis who have contracted either with a tour operator or direct with the airline — which may be
performing a "scheduled" service.
Such airlines in particular will want to consider carefully whether it makes sense to sign a document
when around half of its provisions are inapplicable. Typically already offering high standards of
customer service, many of these in-house carriers are part of vertically integrated travel companies
bound by the provisions of the Package Travel Directive. These travel companies may of course
elect to sign up to the Voluntary Commitment but this is a matter for them.
Equally a number of in-house carriers may feel able to adopt the Commitment directly and develop
their own individual service plans building on the relevant provisions.
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Another key consideration for a signatory airline is deliverability. It is, for example, no good an
airline committing to provide refreshments for passengers facing an extended delay if an airport
fails either directly or through retail concessionaires to ensure refreshments are available throughout
operational hours. Let us also remember that many of the causes for such delays are outside the
direct control of the airline and are more often than not related to failures to invest in air traffic
control or airport infrastructure to meet the rapid growth in demand. Yet I make no complaint about
our continuing to look after our passengers in such circumstances and to bearing the significant
cost that inevitably results. I do, however, regret the absence of any similar substantive Voluntary
Commitment on behalf of the airports.
But some costs are easier to accept than others. One unfortunate consequence of belonging to
our sector of the air transport industry that has brought affordable travel to many millions of people
over the last few decades, results from Europe's ageing population profile. It is every citizen's right
to benefit from the broadening of the mind that results from exposure to different places and
cultures. But for many millions of families in Europe and beyond — especially for me and my fellow
northern European countrymen — the annual family sunshine holiday is an essential and
rejuvenating process. But even I would not claim that the holiday is the gateway to eternal youth
and an increasing number of our customers require assistance to perform functions that most of us
take for granted.
An important part of the Voluntary Commitment deals with the assistance to be offered to
passengers with special needs that sometimes impair their mobility. My own airline carries in
excess of 20,000 such customers and their wheelchairs free of charge every year. In this respect,
it is important to stress that in giving this assistance all the airline associations represented here
today accept the fundamental principle that the cost of such a service should not fall solely on the
customer with the special need.
But equally we hold strongly to the view that the growing costs associated with facilitating the
transit of passengers requiring special assistance through large airport terminals should not be
borne solely by the airline with whom the passenger is flying.
The costs associated with facilitating the movement of all ablebodied passengers through an
airport terminal by way of the provision of moving walkways, escalators, etc. are funded through
an airport's general overheads and thus shared out equally. Why should the costs associated with
disabled passengers be any different?
Many would argue that this is in itself a form of discrimination and in the absence of any agreement
between the airline and airport industry is thus suitable for regulation. Indeed I would go further
than this and call on the Commission today to give an undertaking to review the Ground Handling
Directive and any future Airport Charges Directive to ensure that costs associated with the handling
of special needs customers do not fall solely on either the customer or the airline but are instead
absorbed into the general overheads of an airport and shared out equally between all the airport's
customers.
Ladies and gentlemen, you have a long day ahead of you and much still to consider. I pay tribute
once again to the many hours of work the Task Force has invested, aimed at a balanced document,
further enhancing the rights of the air passenger and I am delighted to offer lACA's full support for
the process. I look forward to our further discussions this afternoon.
✈✈✈
35
OLAF DLUGI
Member of the Board, ERA
Membre du Conseil, ERA
ERA is pleased to be taking part in this important dialogue today, important to Europe’s air transport
industry in which ERA airlines play a key role, important to Europe’s transport regulators, but most
of all important to the most essential stakeholders of all, Europe’s airline passengers.
THE KEY PASSENGER CONCERN – DELAYS IN EUROPE
Firstly, I must address one issue which all our research suggests is the prime concern to air travellers in Europe.
Many airline passengers in Europe, whether regular travellers for business purposes or occasional
travellers for leisure purposes, or both, have increasingly become used to the frustrations caused
by delays. At least half of the delays in the last four years have been caused by an inadequate
growth in infrastructure to meet the well predicted growth in air travel – growth which is driven by
the requirements of passengers – you, me and tens of millions of Europe’s citizens.
ERA calls on the providers of Europe’s air traffic management systems, and the states that control
them, to provide growth to meet consumer demand. This will help to meet one of the key
expectations of our passengers – a flight that departs and, more importantly, arrives on time.
THE ROLE OF ERA
Now I would like to tell you something about the association that I represent here today, the
European Regions Airline Association – ERA.
ERA was established just 21 years ago to meet what were then the small requirements of Europe’s
regional aviation sector, encompassing a handful of companies established in a small number of
Europe’s states. They carried a few hundred thousand passengers each year. ERA members now
include 80 airlines from 27 states.
ERA member airlines range from airlines with over 70 aircraft carrying over 5 million passengers
a year, to airlines with only one or two aircraft carrying a few tens of thousands of passengers in
a small niche market. However, a common feature of ERA’s members is that they provide public
transport services and thus bring economic benefits to Europe’s regional communities.
Collectively, ERA’s 80 member airlines operate over 1200 aircraft. These airlines carry over 70
million passengers a year primarily on scheduled routes within Europe.
The average flight of an ERA airline has an average time from departure to arrival of just over one
hour. So even a short delay can mean disruption to the passengers on that flight and, if the aircraft
is unable to take off on time for its next flight, several succeeding flights.
THE R OLE OF AUGSBURG AIRWAYS
I am President of Augsburg Airways, a German Regional Carrier which operates 16 aircraft and
is scheduled to transport over 1,2 million passengers this year. We are serving routes between
cities in Germany and linking some cities with destinations in neighbouring countries.
Augsburg Airways is a privately owned company. Our airline is to some extent representative of
Europe’s modern regional airlines. We have engaged in a partnership with an international carrier,
in our case with Lufthansa German Airlines. We fly the most modern turboprop aircraft with 37, 50
and 70 seats. These aircraft are well-suited for the network we are serving. Regional jets will be
ordered in the near future. They will not replace our turboprops but will be needed to serve additional
destinations. We fly on routes that major airlines cannot afford to serve with their larger aircraft.
Augsburg Airways offers a unique form of public transport providing fast and convenient travel for
residents of, and visitors to, Europe’s regions. The economic and social value of these services is
highly appreciated in the regions served.
36
P UBLIC TRANSPORT REGULATION IN EUROPE
Unlike other modes of public transportation, airlines and their passengers pay for the full costs of
the infrastructure they use. On the few routes in Europe where public service requirements for air
transport cannot be met profitably, a fully transparent process (which is enshrined in European law)
is used to create a subsidised operation at minimum cost to Europe’s taxpayers.
Unlike passengers on other modes of public transport, many of Europe’s air passengers pay large
ad-hoc taxes to Europe’s governments. On lower fares, and fares for the short sectors typically
flown by ERA members, these can far exceed the fuel taxes and VAT that some other modes of
transport incur. Furthermore, on some domestic flights in Europe, fuel taxes and VAT do apply.
Overall, we firmly believe that Europe’s air passengers are taxed to a greater extent than those on
other modes of transport.
By most measures, Europe’s airlines provide the safest form of public transport in Europe. Sadly,
despite rigorous precautions, accidents will occur from time to time on any mode of public
transport. However, unlike other modes of public transport, in the event of an accident or incident
which occurs on any domestic, intra-European or international route, European law establishes a
minimum level of compensation for air passengers travelling on a European airline. Furthermore,
Europe’s airlines are obliged to have full insurance cover to cover any claims which may arise.
Sadly, users of other modes of public transport on domestic and international routes within Europe
are not so well protected by European law.
Therefore ERA calls on the European Commission and the Council of Ministers to give equal
attention to passengers using all modes of public transport, whether by road, rail, water or air.
Many passengers will use more than one mode during any single journey. Passengers using public
transport should feel secure knowing that they are treated equally and fairly under European law
no matter how they are travelling. Discriminatory taxation should not be permitted.
THE FOCUS ON PASSENGER SERVICE
ERA’s member airlines, being relatively small and relying very much on our customers returning to
fly with us time and time again, have a focus on customer service that many service industries
would like to emulate. Augsburg Airways for example got quite a few international awards for our
outstanding service and this in direct competition with the main international European carriers.
It is for this reason that ERA acknowledges the evolution of a voluntary European Airline Passenger
Service Commitment. To further advance the benefits available to passengers using air services as
their chosen means of transport, the comprehensive Airline Passenger Service Commitment offers
a minimum quality of service before, during and after travel. ERA is pleased to have participated
with consumer representatives and with our colleagues from other airline associations throughout
its development.
Many airlines will, of course, continue to choose to exceed some of these standards in order to
compete more vigorously for customers.
The Board of ERA, consisting of myself and ten other presidents of ERA member airlines, together
with representatives from airports, aircraft manufacturers and suppliers, has recommended each of
ERA’s member airlines to consider the Passenger Service Commitment for their own individual
action.
I fully expect that many of ERA’s member airlines will be able to sign up to the Passenger Service
Commitment in full. Indeed, many ERA airlines already offer many of the provisions in the Passenger
Service Commitment to their passengers. Those airlines that do become signatories to the
Passenger Service Commitment will develop their own individual service plans, and these will be
available to passengers and potential customers.
CONSUMER BENEFITS OF AIR TRANSPORT L IBERALISATION
The European airline passenger now has more choice than ever before – choice of airline, choice
of routing if the journey involves connecting flights, and choice of fare. In many cases the
passenger can choose between very different airline products at very different prices. In some
37
cases the passenger has a choice between air travel and a competitive mode of transport. The
overall choice can appear overwhelming.
However, consumers benefit from wide choices in most products (whether goods or services) that
they buy. The commercial liberalisation of air transport throughout the 15 states of the European
Union and European Economic Area has led to greatly increased choice for consumers. The
consumer benefits of liberalisation have been substantial.
The provision of these Airline Passenger Service Commitments and the associated individual airline
service plans will assist passengers in making the right choices for their particular needs.
The President of the European Commission, Mr Romano Prodi, made a clear statement in his
speech delivered to the European Parliament in Strasbourg, February 15th 2000, by saying: "I am
committed to closing the gap between rhetoric and reality in Europe. People want a Europe that
can deliver goods. This Commission is committed to deliver.”
ERA takes your word Mr President. A fair competition between all means of transportation in the
EU is the commitment of the EU. You should live up to it and we will be glad to accept it.
✈✈✈
38
GEOFF MUIRHEAD
President, ACI Europe
Président, ACI Europe
I am pleased to speak to you about the role that airports in ACI intend to play in this important initiative.
ACI has some 450 member airports throughout Europe and our association serves this wide airport
community.
When I took on the ACI Presidency nearly a year ago, one of my main themes for my year in office
was partnership and the need for airports and airlines to work together. One of the key areas we
needed to address was the need to work together as an industry to gain the permission to grow
from both our legislators and our communities.
But, another key area of co-operation and working together for the industry, is the need to ensure
that we deliver the best possible service to the consumer, the passenger, on whom all our
businesses depend.
I am pleased to see that at this event today, we have so many of the players in the European
aviation industry and colleagues representing global aviation bodies as well. This is a good sign
because it indicates the level of willingness and commitment to tackle such an important issue. It
also recognises that this is an important matter that crosses national boundaries. It is vital that
passengers have a pleasant journey at both ends of their travelling experience and that they return
to our airports again and again.
We are very well aware that as our Transport Commissioner, Madam Vice-President, you made
improvements to passengers’ travel experiences and service quality a priority for your department.
We in the industry have accepted the challenge you gave us. For it is in all of our interests to get
service quality right for the passenger.
Customer service is vital to the competitive edge of any business. Aviation is no different. Airports
and airlines have a fundamental duty to ensure that passengers are well looked after — especially
those with special needs, such as passengers with reduced mobility.
In ACI, we have developed a voluntary commitment that our members have signed up to. This is an
important step to give the citizens of the EU the confidence to know that Europe’s airports subscribe to
a set of common standards. To know that they will be dealt with fairly in all our member airports.
I am confident that this voluntary commitment will work and will help to drive up the standards in
our industry.
Airport service delivery in most EU states, indeed across the globe, is a complex chain of service delivery.
And I have to say that airport service delivery is only as strong as the weakest link. Whilst I am confident
that airport authorities will ensure that our voluntary commitment to passenger rights is delivered in
practice, there are key areas where I believe that we have taken competition a step too far. This is at
the expense of service quality. One of the main areas where this has happened is in ground handling.
I am sure we all welcomed competitive ground handling to help reduce costs to airlines, but I
would urge the Commission in its forthcoming review to seriously examine the need for some legal
power over the standards that airports can enforce upon airlines’ ground handling agents.
Returning to the major step forward of achieving consensus amongst ACI members on passenger
rights, I would like to outline the action we have taken.
This will be implemented across all ACI airports. We agree wholeheartedly with putting the
passengers’ needs at the centre of our business thinking. The best airports already do this.
39
In Europe we have some excellent examples of airports that are planned around the needs of
passengers. They have state-of-art facilities — including that crucial part of the transport jigsaw, good
public transport access. We have some truly magnificent terminal buildings and some really world class
facilities for retail that add to the experiences of the traveller.
As aviation has grown all over Europe, so have the airport facilities — in size, scope and quality. But,
it’s a strange thing in customer service, that the more you excel, the greater the challenges become.
Satisfying customers’ increasing expectations is a constant challenge in business. Service quality is a
journey, not a destination.
And we should never be complacent, because we can always improve and strive to do better, building
on the work we have done.
The ACI voluntary commitment on passenger rights represents a new benchmark for the industry. It’s
key considerations are the responsibilities of airports in meeting their passengers’ needs.
We began with addressing those passengers with special needs. We agreed to commit ourselves to
a complete and full new protocol. This ensures that passengers with reduced mobility are afforded the
same access as all other citizens — with special provisions to safeguard their access to airport services
and information in a way which meets their needs.
We agreed to display prominently the Charter on Passenger Rights and I know Madam President that
you kindly launched this initiative as one of the key components of your drive to improve passengers’
travel experiences.
ACI member airports now display these posters prominently in their airports to inform EU citizens
of their rights
Airports in the main do work pretty well like clockwork. But, it’s in periods of disruption that we need
to ensure that passengers’ comfort is maintained. So, a major component of the ACI voluntary
commitment concerns looking after passengers during delays — including contingency plans and
making sure airlines keep up the crucial flow of information.
It also includes setting up arrangements for concessions to stay open and paying particular attention to
the needs of families.
As I mentioned earlier, airports are also public transport hubs in many parts of Europe. So we have
also agreed to work with public transport partners to ensure availability of services for air passengers.
Our ACI commitment covers other vital areas of service provision — from the availability of luggage
trolleys, to ensuring the highest standards of cleanliness, to the provision of all the relevant infrastructure for
control authorities and ground handling. We have made commitments to staffing our information desks
and to providing signage and information that meets the needs of our passengers and is easy to
understand.
Finally — in keeping with my earlier remarks about never being satisfied, we have agreed to provide
clear mechanisms for customer feedback, like customer comment cards.
We have set a minimum response time for answering complaints and agreed to benchmark our service
quality and customer feedback by regular reporting and analysis.
We’ll be closely monitoring our performance across ACI and addressing new challenges in meeting
the rising expectations of our customers across Europe.
Thank you for listening. I look forward to today’s dialogue as a constructive forum for us to add to
each others knowledge towards the goal we all share — of improving passenger service and
satisfaction. This is vital for all our futures.
✈✈✈
40
CH A R L E S FL O C A R D
Président, FATURE
Ce matin, nous avons entendu avec un vif intérêt s'exprimer des politiciens et des représentants
gouvernementaux, des compagnies aériennes et des aéroports.
Il est temps que s'expriment enfin les passagers, ceux en faveur desquels, nous a-t’on promis, ce
long et délicat processus qui, abouti aujourd'hui, a été entrepris.
En tant que Président de FATURE, l'organisation européenne qui s'est totalement consacrée à la
représentation des intérêts des passagers aériens, je me plais à souligner ici les progrès significatifs
qui ont été réalisés au cours de ces derniers mois dans la prise en compte des intérêts des
passagers.
Jusqu'alors et pendant plus d'un demi-siècle, les gouvernements ont négocié les conditions de trafic
dans l'intérêt principal de leurs propres compagnies aériennes.
Cette situation, au fil des ans, a conduit les opérateurs, transporteurs et aéroports, à traiter, selon
leurs propres convenances et de manière quasi-uniforme: fret, passagers et poste avec, pour
chacun, la possibilité identique de s'exprimer.
Il y a encore peu, les passagers — que certains ont baptisés du nom de fret-auto-chargeable —
étaient acheminés selon les termes d'un contrat de transport déséquilibré qui n'imposait aux dits
transporteurs que la seule obligation de « faire de son mieux » pour acheminer le passager à sa
destination finale ... si possible !
Maintenant, nous disposons d'un contrat mieux adapté et le concept même de droit des passagers
est devenu une réalité dans le vocabulaire de l'industrie du transport aérien.
En juin dernier, nous avons accueilli avec satisfaction la communication de la Commission. Nous
avons compris que les propositions qu'elle contenait étaient élaborées sur deux axes, parallèles :
un axe réglementaire et un axe basé sur des codes de conduite internes volontaires ...
Aujourd'hui, nous avons enregistré l'ensemble de ces codes volontaires mis en place par l'industrie
du transport aérien. Cependant, nous ne perdons aucunement de vue que ces codes ne seront
appliqués que par les seules compagnies aériennes ou l’aéroports qui voudront bien le faire de
leur plein gré.
C’est pourquoi, il nous apparaît nécessaire que ces dispositions soient étayées par des standards
minimum repris par des règlements. Cette législation devrait couvrir entre autres:
•
•
•
•
les conditions de transport
les droits des passagers à mobilité réduite
les refus d'embarquement
et les indicateurs de qualité des services du transport aérien.
En ce qui concerne les codes qui nous sont proposés aujourd'hui, je pense qu'il est raisonnable
de dire que ce qui nous est soumis, correctement appliqué, améliorera le service actuel aux clients
passagers.
Bien sûr, nous n'avons pas obtenu du premier coup tout ce que nous attendions, mais nous aurions
mauvaise grâce de ne pas reconnaître les efforts qui ont été faits et les engagements pris.
Peut-être les engagements pris par les aéroports sont-ils plus difficiles à juger eu égard au grand
nombre d'intervenants sur une plate-forme et donc à la nature du document contractuel de
référence. Laissons de côté notre jugement jusqu'à ce que nous puissions voir l'application de ces
décisions. Il est encourageant de constater que quelques aéroports vont déjà au-delà du contenu
41
CHARLES FLOCARD
Chairman, FATURE
We have heard from the politicians and the regulators. We have heard from the airlines and
airports. Now, at last, it is the turn of the consumers, in whose interest this entire process has been
undertaken.
As Chairman of FATURE — the European organisation that is devoted solely to representing the
interests of air passengers — I think it is remarkable how far we have come in such a short time.
For over 50 years, Governments have negotiated traffic rights in the interests of their airlines. These
permitted carriers to take up and set down “passengers, cargo and mail” – and the passengers
had as much say as the cargo and mail.
I have heard them referred to as “self-loading freight”! As little as a year ago passengers were
being carried under a grossly biased contract of carriage that only required the airline to “use its
best endeavours” to get the passenger to his destination ... if possible!
Now we have a much fairer contract and the concept of “air passenger rights” has become part
of the vocabulary.
We very much welcomed the Commission’s Communication of June last year. I am sure they need
no reminding that their proposals were built on two pillars: regulation and voluntary action.
Today, we are focusing on the voluntary Codes put forward by the industry but we should not lose
sight of the fact that these Codes will be applied only by those airlines and airports that choose to
do so.
They still need to be underpinned by universal minimum standards laid down in legislation. That
legislation needs to cover at least:
•
•
•
•
the conditions of carriage;
the rights of disabled passengers;
denied boarding; and
the consumer report.
Turning to the Codes themselves, I think it only fair to acknowledge that, in every respect, these will
improve the service given to air passengers.
Of course, we did not get all that we wanted but it would be churlish not to recognise how far the
industry has come in these commitments.
The airport commitment is the most difficult to judge, since it is fundamentally a framework
document. We must therefore reserve judgement until we see how individual airports develop it.
Hopefully some will go beyond the Code to provide passengers with information on queuing times
and baggage delivery times – both vital elements of the service provided to passengers at airports.
We were also disappointed that this Code is silent on the funding of services for disabled passengers.
This is doubtless a point the M. Boussaid will wish to return to on behalf of the European Disability
Forum.
The airline passenger commitment is a much more precise document requiring signatory airlines to
give clear undertakings in fourteen areas of passenger service.
It could be argued that most good airlines already provide this level of service. Indeed most do…
most of the time.
42
du code, en particulier en matière d'information au passager et de livraison des bagages par
exemple qui sont des éléments vitaux du service rendu.
Notre vif regret a été de constater que ce Code ne disait rien sur le financement des services aux
passagers à mobilité réduite.
Nul doute que M. Boussaid du European Disability Forum obtiendra rapidement gain de cause.
Les engagements pris par les compagnies aériennes nous semblent plus clairement exprimés. Ils
requièrent des compagnies signataires des actions précises dans 14 domaines du service aux
passagers.
Bien sûr, on nous fera remarquer que beaucoup de compagnies assurent déjà ce niveau de service.
Oui, c'est peut-être vrai, pour la plupart ... mais certainement pas pour toutes et ... pas tout le temps !
Les passagers ne réclament pas de largesses de la part des compagnies. Ils demandent seulement
que leurs droits à êtres traités décemment de façon permanente soient respectés. Ils réclament
uniquement le droit de savoir à quel service il peuvent prétendre pour ce qu'ils ont payé.
Nous comptons fermement que les compagnies aériennes ici présentes ou représentées s'engagent
formellement et solennellement à fournir ce niveau de service garanti à leurs clients.
Naturellement, comme je le disais précédemment, les codes ne proposent pas tout ce que nous
attendions et nous espérons en des compléments à venir, tout particulièrement au travers de la
Commission par voie de législation.
Pour ce qui est présenté aujourd'hui, il reste encore beaucoup à faire en matière:
•
•
•
•
de formation
de mise en place
d'exécution
et de contrôle
de tout ce programme. Nous y serons vigilants!
Mais avant d'aller plus loin, félicitons-nous de ce qui a été réalisé et reconnaissons que cette étape
marque une avancée certaine pour la reconnaissance et la satisfaction des droits élémentaires des
passagers aériens.
Merci de votre coopération et de votre attention.
✈✈✈
43
But passengers do not want largess dispensed at the discretion of the airline. They have a right
to be treated decently all the time and to know what service they can expect.
The airlines represented here today are to be commended for committing themselves to providing
that guaranteed level of customer service.
As I said earlier, these Codes do not provide all that we wanted and we shall be looking for more,
particularly from the Commission.
There is still work to be done to see these Codes implemented, monitored and enforced.
But, before pocketing the benefits and moving on, it is right to pause for a moment and
acknowledge these commitments as being a true watershed in the advancement of air passenger
rights.
Thank you for your cooperation and attention.
✈✈✈
44
MOKRANE B OUSSAID
Director, European Blind Union, member of European Disability Forum
Directeur, Union européenne des Aveugles, membre du Forum européen des personnes
handicapées
The European Disability Forum (EDF) is the umbrella body of the European Disability Movement
representing and campaigning for 37 million disabled people in Europe.
I should like to warmly thank and congratulate the European Commission and ECAC for initiating
this dialogue. I would like to say this has been an exemplary exercise in terms of consultation.
Seldom have representative disability organisations been consulted so thoroughly on issues of direct
concern to disabled people themselves.
I should also like to thank the air operators for having listened seriously and taken on board some
but not all the issues of concern to us.
However, the European Disability Forum hopes that this event will not be the end of the dialogue
but, on the contrary, will be the start of a wider consultation process.
There is, however, one major area of concern to Persons with Reduced Mobility (PRMs); that is the
cost of assistance provision to PRMs. It is regrettable that air operators have not been able to agree
on a common approach on the cost issue.
This will not help the current situation where disabled people are asked to pay for assistance by
some air operators, in particular low cost operators.
The European Disability Forum has always held the fundamental principle that disabled people
should not incur additional costs because of their disability.
It is totally unacceptable in our civilised society that a person who cannot walk is charged for the
wheelchair they need, or a person who cannot see is charged for a guide. This is not moral. This
is not ethical.
In fact, this is not an area where disabled people will be satisfied with voluntary commitments. In
particular if we bear in mind that some operators will not sign up to these codes.
Therefore, EDF urges the European Commission to introduce legislation to ensure the cost of
providing for disability assistance is not charged directly to PRMs.
There are of course other areas of concern which need further consideration such as the right to
board; provision of information in accessible formats; proper compensation for loss and damage of
disability equipment and aircraft access to guide dogs.
Again, EDF hopes that air operators will continue to work and consult with us on these and other
issues.
In conclusion, the EDF considers this to have been a very useful dialogue and although there is still
much work ahead of us, we have started in the right direction.
Thank you.
✈✈✈
45
B ENEDICTE FEDERSPIEL
BEUC
BEUC
AIR PASSENGER RIGHTS — THE CONSUMER VIEW
I have represented BEUC in the dialogue meetings. BEUC is the European umbrella organisation for
31 consumer organisations in 21 countries, thus representing the human factor as mentioned by the
Secretary General of ICAO this morning.
I’m very pleased to be able to talk to you today to state some consumer views on air transport. It’s
almost only in the past 10-15 years that air transport has been considered a service like many others,
to which all the parts of the Treaty apply. Now air transport is almost off the embrace of the national
Member States, but before the industry (at least at the international level) was — or felt it was —
beyond rules and regulations that other goods and services would have to adhere to. It is not so long
ago that people used to think that the conditions of carriage, that we all know from our tickets, were
pieces of legislation set by an international authority, and so was for instance also the condition —
that in order to have a cheap fare, you had to stay abroad Saturday night.
These days are long gone, and rules and regulations are set, not only about safety, but also about
competition, passenger rights and information, and we have seen specific regulations about computer
reservation systems, groundhandling, overbooking, distribution of slots etc..
Following the special report on passenger rights, the Commission issued its Communication —
already mentioned several times — in June last year as a follow-up to a period of consultation.
Consumers were very pleased to see that the Commission was pointing to a mix of measures for the
area, including legislation and codes of conduct.
The process and the results, which we are discussing today, have not been arrived at in a particularly
easy way. BEUC would have found it considerably easier if the Community had laid the ground with
whatever necessary legislation and gone for codes of conduct on top of that. Because it is very true
— as mentioned by the Chef de Cabinet — that some things are good to legislate about and others
are more suited for codes of conduct.
The results we have in front of us are commitments from airlines, including regional and charter
airlines, airports etc.. There is no time to go into detail with the various points, but it should be noted
at the outset that there were areas that we were not able to agree to discuss, such as issues relating
to the contract terms and other issues, and fortunately the Commission is now going to propose
legislation in these areas.
What has come out of it are voluntary commitments, and it has been a special procedure. Normally
industry-codes of conduct and voluntary commitments are made by the respective industries. This
procedure, however, leading to a result described as “non-legally binding voluntary commitments”,
has been interesting in the way that it has brought all the many interested parties from the service
industry, airlines, airports, tour operators, specific airlines associations and all the individual airlines
together, vis-à-vis a few consumer representatives. In the ongoing discussions on governance issues in
the Commission, one of the new suggestions how to regulate is via co-regulation. This dialogue has
been mentioned as a co-regulation measure. And to some extent you can say that it was — except
for the result. There was presence of Commission and authorities, just as all the relevant interested
parties — though in rather unequal numbers. The outcome, however, is different, and BEUC also
finds that, above all, co-regulation requires a clear legal framework, equal representation, clear
objectives, incentives for industry to improve, etc..
We now have the final results of the discussions, and some of what is in these voluntary commitments
is useful, and some of it will bring about change in the present situation. Other parts will definitely
be no more than what most airlines and airports would claim to do already and, secondly, many
commitments are qualified and conditional and will therefore be difficult to measure, and difficult for
46
consumers/passengers to assess. Some commitments have many conditions, like “will make every
reasonable effort” to do one thing or the other, just as many of the points on information are already
given today: it is hard to imagine that a scheduled airline does not give the time of departure and
the flight number or tell you from which airport you are leaving and whatever you have to pay. And
I will not go into details regarding the paragraphs where it has at times been quite inexplicable to
me why the commitment did not go any further or quite inexplicable in its limitations. Other points
are quite important and will focus on areas that were maybe not so well covered before.
One thing is, for instance, something which I understood was copied from the US: that you can hold
a telephone reservation for 24 hours or get your money back in the same period. I have asked why
this only applies to telephone reservations? Therefore the cynical consumer ought to take up his
mobile phone, when he stands in front of the airline desk, and ask them to reserve a flight on the
phone —- instead of talking directly to them — as he would not have the same benefit when done
person-to-person. I mentioned this several times, but to no avail. Also this specific point doesn’t give
anything regarding full fares, because you can always get rid of such tickets, and travel agents will
at least give you up to the ticketing deadline. And these new rules do not apply, anyway, if it is a
low fare ticket, for which there are specific ticketing deadlines.
Regarding point 11 on denied boarding where airlines are opening up for seeking volunteers which,
of course, is a very sensible idea, but it doesn’t say what they will offer, and passengers will not know
in which airports it will not be offered. There is a Commission regulation about this — soon to be
revised — so an interesting dilemma will occur if passengers do not know of their rights in this respect
and take a lower amount.
Also many issues will still have to be discussed: standards of performance, transparency,
implementation, monitoring and complaints handling are important issues, and we certainly look
forward to participating in this process.
Regarding the airport voluntary code, the airports have explicitly stated that passengers have no
contractual relationships with the airports. That is quite correct, but on the other hand airports can be
liable for a lot of things they do or don’t do vis-à-vis the passengers and others visiting the airport.
Unfortunately, many of the points are non-committal, and pretty basic like “ensuring that public areas
are kept clean, in particular toilets” etc.. It is difficult to see many major commitments in this code.
Of particular interest to implement are the areas where, for instance, an airport and airlines have
shared liability. These include, for instance, check-in queues and baggage handling. How many
check-ins an airline wants to have — or might get — certainly has an influence on the length of the
queues. Another point is notifying passengers of delays. Airports cannot notify passengers, unless the
airlines notify them, and I have understood that not all airlines are very keen to notify passengers of
delays up to 15 minutes, but that I’m sure depends on different airlines and different airports.
The real advantage will therefore be the focus, that there will be on these areas, and much will
depend on whether all airlines — and not only the big ones who already offer most of this — if not
all — but also other airlines and airports — will sign up to this commitment.
Putting these commitments in a document will hopefully mean that not only the airports and airlines,
that already live up to this charter and maybe more will be the ones to sign up. But it will be quite
complicated to explain to passengers that these commitments are not adhered to by every airport,
and definitely not by every airline. So consumer organisations will have to play a role in publishing
lists stating who complies and who don’t. We have come some way with these service
commitments, but everything will depend on how they are implemented. Close monitoring — by
whom? — and future customer satisfaction and/or complaints will tell us whether this has really
made a difference for the average traveller. And we certainly hope that both airports and airlines
will go much beyond these codes.
Having said this, BEUC is eagerly looking forward to seeing the promised initiatives from the
Commission in the legislative areas. Together these developments will improve the “bewildering
experience over which passengers feel they have no, or almost no, control” as AEA President Spinetta
— refreshingly frank — is quoted by Agence Europe to have said.
47
In short, this is a first step, and it will be interesting to follow the future developments, because many
problems are not yet solved. On this dance floor — as the Secretary General of ICAO pictured air
transport — I suspect BEUC has been considered a rather unruly passenger. We still look forward in
future to influencing — hopefully much more — both the dance and the music!
✈✈✈
48
K E N N E T H M . ME A D
Inspector General, U.S. Department of Transportation
Inspecteur général du Département des transports des États-Unis
AIR CARRIER FLIGHT DELAYS AND AIR PASSENGER RIGHTS
I am pleased to be here today to discuss airline customer service, which is of enormous importance
to the U.S. Congress, the U.S. Department of Transportation, and, most importantly the American
traveling public. Airline customer service is also of enormous importance to the European
Governments, European Commission, and the European air travel industry, as evidenced by the
recent deliberations of the Airline Passenger Service Commitment and the Airport Voluntary
Commitment on Air Passenger Service.
Today, I would like to address (1) the current state of air travel in the United States; (2) the results
of our review of the 12-point Airline Customer Service Commitment and associated Customer
Service Plans, including recommendations for improvement, which we were directed by law to
review; (3) the current developments in the U.S. Congress and the Department of Transportation
concerning customer service; and (4) parallels that may exist between the United States and Europe
in dealing with airline customer service and flight delays.
The combination of burgeoning U.S.
demand and limited capacity have
resulted in widespread customer
dissatisfaction with air travel. In response
to
the
likelihood
of
customer
dissatisfaction being addressed in a
“Passenger Bill of Rights,” on June 1999,
the Air Transport Association (ATA) and 14
of its member airlines pledged to improve
service and voluntarily signed the Airline
Customer Service Commitment.
Each airline agreed to pre p a re a
Customer Service Plan implementing the
12 provisions of the Commitment.
The Airlines Commit to:
• Offer the lowest fare available
• Notify customers of known delays, cancellations,
and diversions
• On-time baggage delivery
• Support an increase in the baggage liability limit
• Allow reservations to be held or canceled
• Provide prompt ticket refunds
• Properly accommodate disabled and special
needs passengers
• Meet customers' essential needs during long onaircraft delays
• Handle "bumped" passengers with fairness and
consistency
• Disclose travel itinerary, cancellation policies,
frequent flyer rules, and aircraft configuration
• Ensure good customer service from code-share
partners
• Be more responsive to customer complaints
The airlines realized that improvements
were needed in the way passengers were
treated, and that good customer service
begins with the successful execution of,
and continuous improvement to, existing
customer service policies and procedures,
programs and plans, as well as systems and technologies. The Commitment is noteworthy because
it prompted the airlines to take the matter of improving customer service more seriously.
Senator John McCain, Chairman of the Senate Committee on Commerce, Science, and
Transportation, asked DOT's Office of Inspector General to review the Plans and evaluate the
extent to which each airline met all provisions under its Plan. Subsequently, Congress mandated
such a review in the Wendell H. Ford Aviation Investment and Reform Act for the 21st Century,
Public Law 106-181.
The Office of Inspector General works within the Department of Transportation to promote
effectiveness and head off, or stop, waste, fraud and abuse in departmental programs. We do
this through audits and investigations. The Office of Inspector General also consults with the
Congress about programs in progress and proposed in laws and regulations. By law, the Inspector
General is chosen by the U.S. President, confirmed by the Senate, and reports to Congress and
the Secretary of Transportation.
49
The views presented in this statement are those of my office based on our experiences over the
past two years in conducting reviews of airline customer service and flight delays and
cancellations. Our views do not necessarily represent the views of the U.S. Department of
Transportation.
CURRENT STATE OF AIR TRAVEL IN THE UNITED STATES
Between 1995 and 1999, the number of air travelers rose nearly 16 percent, from about 582
million to 674 million, and according to Federal Aviation Administration (FAA) forecasts will
exceed 1 billion by 2010. Similarly, the total number of domestic flights scheduled by the 10
major airlines increased nearly 3.8 percent, from approximately 5.3 million to 5.5 million. These
trends continued into 2000, with the same airlines reporting nearly a 3 percent increase in
scheduled domestic flights and a 4 percent increase in the number of passengers over 1999.
With this growth, flight delays and cancellations as well as consumer dissatisfaction with the
airlines are at an all-time high in the United States. A review of some vital statistics places the
environment in which we performed our review in context, and shows how serious delays and
cancellations have become.
• More than 1 in 4 flights was delayed, canceled, or diverted last year, affecting approximately
163 million passengers.
• Over the last year, departure and arrival delays increased 19 percent, from about 2,100,000
to nearly 2,500,000.
• Not only are there more delays, but those occurring are longer. Of those flights arriving late in
2000, the average delay exceeded 50 minutes.
• Flights experiencing taxi-out times of 1 hour or more increased nearly 13 percent last year, from
about 40,800 to nearly 46,000, with taxi-out times of 3, 4, and 5 hours or greater increasing
at even higher rates of 22, 25 and 163 percent, respectively.
• The number of regularly scheduled flights that were chronically delayed 15 minutes or more
and/or canceled at least 80 percent of the time during a single calendar month rose 390
percent, from 8,350 to nearly 41,000 between 1999 and 2000.
• The number of cancellations also increased over the last year by 21 percent, from over
154,000 to more than 187,000.
Also, the number of consumer complaints the U.S. Department of Transportation received about the
airlines increased nearly 300 percent (from 6,026 to 23,381) between 1995 and 2000, with
55 percent of those complaints attributable to flight delays, cancellations, and mishandled
baggage in 2000.
As we approach the busy summer travel season, the question before us is whether the current state
of air travel in the United States will improve or whether past trends will continue. That trend is
continuing with delays and cancellations for the first 3 months of 2001 closely tracking those of
last year, a record year for delays and cancellations.
The answer depends a lot on several key factors, including weather conditions, mounting labor
disputes within the airline industry, the impact of a softening U.S. economy on air traffic demand,
and how existing capacity is managed at already congested airports.
Barring good weather and/or a significant downturn in air traffic due to a softening economy, one
area that may have a significant effect on summer air travel is labor disputes at four major airlines,
but some promising developments have recently occurred. For example, Delta Air Lines just
announced a new labor package with its pilots. In the past, labor problems have resulted in
significant numbers of delays and cancellations. For example, in 2000, one major U.S. airline
canceled over 24,000 flights due to labor problems, representing over 13 percent of all
cancellations reported by the 10 major airlines that year.
50
RESULTS OF OUR REVIEW OF AIRLINE CUSTOMER SERVICE COMMITMENT
Overall, we found the airlines were making progress toward meeting their Customer Service
Commitment and that the Commitment has been a plus for air travelers on a number of important
fronts. The voluntary Commitment to customer service and the circumstances under which it was
entered into are noteworthy because, based on our observations, it prompted the airlines to take
the matter of improving customer service more seriously.
But, the airlines, airports, the FAA and, most important, the traveling public know the aviation
system is not working well — the road ahead is long, and aggressive progress will be required
by the airlines, airports, and FAA if consumer confidence is to be restored.
Notwithstanding progress by the airlines toward meeting their Customer Service Commitment, we
found significant shortfalls in reliable and timely communication with passengers by the airlines about
flight delays and cancellations. Further, we found the Airlines’ Commitment does not directly address
the most deep-seated, underlying cause of customer dissatisfaction — flight delays and cancellations
— and what the airlines plan to do about them in the areas under their control in the immediate term.
Action by the airlines to reduce flight delays and cancellations is critical because major
improvements in providing capacity to meet demand, such as new runways and the fielding of new
air traffic control capacity enhancing technology, are not going to be in place for at least the next
several years. Summer 2001, when the next major crunch in air travel is likely to occur, is just
around the corner.
In general, we found the areas where the Commitment was working well and the gr eatest
progress was being made were related to provisions not directly associated with whether a
flight is delayed or canceled. These areas were:
• Quoting the lowest fare available over the phone (compliance between 88 and 100 percent
of the time for a fixed itinerary);
• Holding a reservation at the quoted fare for 24 hours or canceling a reservation without penalty
within 24 hours (compliance between 88 and 100 percent);
• Timely responses to customer complaints (compliance between 61 and 100 percent, with 13
airlines between 93 and 100 percent compliant); and
• An increase in the baggage liability limit from $1,250 to $2,500 resulting in larger pay-outs
for lost luggage.
Over the past year, we also have seen air carriers competing on the basis of customer service
through such steps as more legroom between seats, size of overhead baggage compartments, and
deployment of portable passenger check-in stations to reduce long lines — measures that go
beyond actions required by the Commitment.
We also found that provisions related to long-standing Federal regulations needed impr ovement ,
including the airlines’ bumping practices on flights that are oversold and timeliness for issuing ticket
refunds. The rules about who gets bumped first varied among the airlines, and the compensation limit
for those who are involuntarily bumped is inadequate and has not been changed since 1978.
In fact, we found that passengers who volunteer to be bumped stand a good chance of receiving
greater compensation than passengers who are involuntarily bumped. On 74 (83 percent) of the 89
oversold flights we reviewed, passengers who were involuntarily denied boarding received
compensation amounts equal to or less than those passengers who voluntarily relinquished their seats.
The provision in the Commitment to provide prompt ticket refunds refers to Federal regulations in
place for over 17 years. The 7-day refund requirement for credit card purchases is imposed under
a Federal banking regulation that has been in effect for over 20 years; the 20-day refund
requirement for cash purchases (which includes checks) was established under a DOT consent
order and has been in effect for over 17 years.
51
Given the length of time refund requirements have been around, we thought we would find high
levels of compliance in this area. Instead, we found a wide variance in the air carriers’
compliance. Ten airlines met the 7- and 20-day requirement 94 to 100 percent of the time. The
remaining four airlines needed to improve in this area, since their compliance rates with the 7-day
requirement were below 88 percent.
The progress made this past year is often obscured when the traveling public experiences
widespread delays and cancellations. We found the customer service areas most in need of
improvement are for those provisions that trigger when there are delays and cancellations.
One such provision is to keep customers informed of delays and cancellations, another promises
to meet customers’ “essential” needs during “extended” on-aircraft delays, and another commits to
making reasonable efforts to return delayed or mishandled checked baggage within 24 hours.
The evidence shows significant investment and progress by the airlines toward meeting these
commitments. Still, there are persistent problems. We frequently found, among other matters,
untimely, incomplete, or unreliable reports to passengers about flight status, delays and
cancellations as follows.
• In 21 percent of our observations of over 500 flight delays nationwide, the flight information
display system showed the flight as on time when, in fact, the flight had been delayed for more
than 20 minutes; timely announcements about the status of the delay were made in the gate
areas 66 percent of the time; and when status announcements were made, the information
provided about the delay or cancellation was adequate about 57 percent of the time.
Performance varied by airline, with Hubs generally performing better than non-Hub locations.
• Baggage that did not show up with the passenger was delivered within 24 hours 58 to 91
percent of the time. Again, performance among the airlines varied.
• All airlines have taken steps to accommodate passengers’ “essential” needs during “extended”
on-aircraft delays. However, we found that the airlines differ in what qualifies as “extended.”
The trigger thresholds for this provision vary from 45 minutes to 3 hours. We think it is unlikely
that a passenger’s definition of an “extended” on-aircraft delay will vary depending upon which
air carrier they are flying.
Although progress has been made, the airlines will need to redouble their efforts in these three
areas because compliance was mixed, and if the airlines fail here, the rest of what they have
accomplished will go largely unnoticed.
We also found that the provisions within the Commitment do not directly address the r oot
causes of customer dissatisfaction: extensive flight delays, flight cancellations, and baggage
not showing up with the passenger . Since air travelers in 2000 stood a greater than 1 in 4
chance of their flight being delayed or canceled, we believe the airlines should go further and
address steps they are taking on matters within their control to reduce over-scheduling, the number
of chronically late or canceled flights, and the amount of checked baggage that does not show
up with the passenger upon arrival.
It is too early to tell, but actions most likely to reduce delays this summer are voluntary ones taken
by at least two major airlines to revamp their schedules at their Hub airports and efforts to disperse
traffic away from congested Hubs where economically feasible.
An equally unpleasant experience for air travelers occurs when flights are chronically delayed
and/or canceled month after month. As defined by the U.S. Department of Transportation,
chronically delayed and/or canceled flights are those regularly scheduled flights that, at least 80
percent of the time, arrived at least 15 minutes later than scheduled and/or were canceled during
a single calendar month. Department data showed that the number of chronically delayed flights
increased 390 percent (8,350 to nearly 41,000) between 1999 and 2000.
Using Department data, we increased the amount of arrival delay to 30 minutes or more and
identified all scheduled flights that, when grouped by individual flight number, were delayed
52
and/or canceled at least 40 percent of the time during a single calendar month. Overall, for
calendar year 2000, we identified over 240,000 regularly scheduled flights that met our criteria
(representing over 10,300 individual flight numbers affecting approximately 25 million
passengers).
Currently, the airlines are required to disclose on-time performance only on request from the
customer. Passengers should not have to ask when making a reservation if the flight is chronically
delayed or canceled 40 percent of the time or more; the airlines should notify the passenger of
this information without being asked.
IMPROVING ACCOUNTABILITY, ENFORCEMENT, AND THE PROTECTION AFFORDED COMMERCIAL AIR PASSENGERS
Over the past year, the Office of Inspector General made three recommendations to the Secretary
of Transportation and the Federal Aviation Administration that were directed at the capacity, delay,
and cancellation problems, which are key drivers of customer dissatisfaction with airlines. These
recommendations are discussed below.
Establish and implement a uniform system for tracking delays, cancellations, and their causes.
In the final months of the prior Administration, a Task Force appointed by the former Secretary
made recommendations to accomplish this. These recommendations still need to be implemented.
Develop capacity benchmarks for the Nation’s top 30 airports. This will provide a common
framework for understanding what maximum arrival and depar ture rate can physically be
accommodated by airport, by time of day under optimum conditions.
A set of capacity
benchmarks is essential in understanding the impact of air carrier scheduling practices and what
relief can realistically be provided by new technology, revised air traffic control procedures, new
runways, and related airport infrastructure. On April 25, 2001, FAA issued “Airport Capacity
Benchmark Report 2001” to implement this recommendation.
Develop a strategic plan for addressing capacity shortfalls in the immediate, intermediate, and
long ter m. The solution to the growing problem of delays will require a combination of long- and
short-term actions. Long-term solutions are needed, in the form of new air traffic control technology,
better weather forecasting, airspace redesign, and infrastructure improvements including airport
expansion. However, these efforts offer little or no bottom-line relief over the next few years.
Progress has been made on most of these recommendations. The most progress has occurred on:
developing a standard DOT definition of flight delays, establishing a system for tracking the causes
of flight delays and cancellations, and developing capacity benchmarks for the 31 major airports.
While progress has been made on these items, the key for each of them is implementation and
execution.
However, few of these action items are likely to provide much relief to delays and cancellations in
time for this summer. Nevertheless, they are a good start in providing relief in the next several
years. Actions most likely to reduce delays this summer are voluntary ones taken by some airlines
to revamp their schedules at their Hub airports and efforts to disperse traffic away from congested
Hubs where economically feasible.
We are aware of at least two airlines that have taken steps to reschedule flights at their main Hubs.
Last year, American Airlines announced two initiatives to address its delay problems. One was the
“isolation” of American’s Chicago Hub and the other, a retiming of flights into and out of Dallas/Ft.
Worth.
Under the first initiative, American “isolated” some markets, with flights now going back and forth
between Chicago O’Hare and endpoint airports, rather than going on to a third airport. This
approach is designed to isolate weather–induced delays at O’Hare only to flights that involve
travel to or from Chicago. Therefore, flight delays will not ripple out to other markets that are
unaffected by the weather problems at O’Hare.
Under the second initiative, American expanded the connecting time between flights, thereby
spreading the number of arrivals to and departures from Dallas/Ft. Worth over longer time periods.
53
According to American, this latter effort is intended to eliminate the bunching of flights into the
airport at peak times.
This point is supported by our analysis of American’s scheduled arrivals at Dallas/Ft. Worth.
Moreover, American (which comprises nearly 70 percent of scheduled flights at Dallas/Ft. Worth)
succeeded in moving many of the airport’s arrival peaks below FAA’s capacity benchmark.
In a similar vein, Delta Air Lines recently increased the number of departure and arrival banks at
Atlanta Hartsfield airport from 10 to 12. According to Delta, the goal of this rescheduling is to
disperse flights from peak periods of demand to less congested periods. This point is supported
by our analysis of Delta’s scheduled departures at Atlanta.
Moreover, Delta (which comprises over 70 percent of scheduled flights at Atlanta) succeeded in
moving many of the airport’s departure peaks below FAA’s capacity benchmark.
Whether by increasing connecting times or the number of departure banks, such voluntary actions
should help to reduce congestion and, in turn, flight delays. Whether the airlines’ voluntary efforts
continue into the busy summer travel season remains to be seen. The Department needs to closely
evaluate such actions to determine their effect on flight congestion and delays this year.
Also, the initiative of the FAA and the airlines to work cooperatively in sharing information and
managing disruptions under the auspices of the Spring/Summer 2001 program and to work on
the seven choke points1 should provide benefits this summer as well.
Action here is critical because the next major crunch in air travel is now upon us and will continue
on through summer. How the U.S. Congress proceeds is likely to depend heavily on whether the
Airlines’ Commitment and their Customer Service Plans hold up under the crunch.
As a result of our review of the ATA Commitment and the airlines’ Customer Service Plans , we
made over 25 recommendations, a copy of which has been made available to you today. I would
like to highlight those recommendations we believe will be most beneficial to the consumer.
For the recommendations that follow, the U.S. Congress in its consideration of Passenger Bill of
Rights issues and how to effectuate change has the option of first giving the airlines the opportunity
to take action within a fixed time period to revise and add to the Airline Customer Service
Commitment voluntarily.
Adoption of Airline Customer Service Commitment by all U.S. air car riers. Currently, 14 ATA
member airlines are the only air carriers operating under the auspices of the Commitment. They
account for 95 percent of all the passenger and cargo traffic in the United States.
Make Airline Customer Service Commitment provisions enforceable under the contract of
carriage or by r egulation. Each air carrier has a contract of carriage that, under Federal
regulations, provides the terms and conditions of passenger rights and air carrier liabilities. The
contract of carriage is legally binding between the air carrier and the passenger.
Unlike Department regulations, which are enforced by the Government and may result in
administrative or civil enforcement actions against an air carrier, contracts of carriage confer upon
customers, enforceable rights directly against an air carrier. Thus, when an airline incorporates the
Commitment into its contract of carriage, the Commitment becomes legally enforceable by the
customer against that airline, such as in a court of law. This is important because, as long as those
rights are maintained in the contract of carriage, customers can ensure that the airlines’ compliance
with their Commitment will not fade over time.
1
These are seven points in the airway system that have become overloaded in recent years, particularly in bad
weather, and tend to be the focal point for delays that can spread through the air traffic control system.
54
Add a commitment under which the airlines must (A) establish a quality assurance and
performance measurement system; and (B) conduct an internal audit to measure compliance
with the Commitment and Customer Service Plan provisions. The quality assurance system as
well as the results of the internal audit will itself be subject to audit by the Federal Gover nment.
Disclose to customers, at the time of booking and without being asked, the prior month’s ontime per formance rate for those flights that have been consistently delayed (i.e., 30 minutes or
greater) and/or canceled 40 percent or more of the time. Currently, the airlines are required to
disclose on-time performance only on request from the customer.
We would encourage the airlines to continuously improve the services provided for air
travelers with disabilities and special needs, especially for those services provided at the
airport, beginning with the check-in process, on to the passenger security screening pr ocess
(especially for those air travelers in wheelchairs), and during the boarding pr ocess. Results
from our on-line survey, although not statistically projected, indicate that customer service in those
three areas needs special attention.
The airlines should clarify in their Plans what is meant by an extended period of time and
emergency, so passengers will know what they can expect during extended on-board delays,
and ensure that comprehensive customer service contingency plans specify the ef forts that will
be made to get passengers off the aircraft when delayed for extended periods, either before
departur e or after ar rival. There are marked differences among the airlines about what these
terms mean — it is unlikely that passengers’ “essential” needs or how they define an extended
period of time will differ depending upon the particular airline on which they are flying.
Petition the Department of T ranspor tation to increase the monetary compensation payable to
involuntarily bumped passengers. The limit has not changed since 1978.
Disclose orally to passengers what the airline is obligated to pay involuntarily bumped
passengers in advance of making offers to passengers to voluntarily relinquish their seats.
We
found many instances where the airlines compensated passengers who voluntarily relinquished their
seats with a greater amount than passengers who were involuntarily bumped.
We also made a recommendation to increase the r esources allocated to the Department of
Transpor tation division responsible for consumer protection and a corresponding increase in
the oversight and enforcement of laws and regulations that protect air travelers.
Oversight and
enforcement of consumer protection and unfair competition laws and regulations are the
responsibility of the DOT. We found the resources available to the Department to carry out these
responsibilities to the traveling public are seriously inadequate — so much so that they had
declined at the very time consumer complaints quadrupled and increased to record levels — from
roughly 6,000 in 1995 to over 23,000 in 2000. Nearly 20 staff are assigned these functions
today, down from 40 in 1985. Until this situation is changed, the responsible DOT office will not
be able to satisfactorily discharge its consumer protection responsibilities, including the duties
assigned to it for investigating complaints involving disabled airline passengers.
THE U.S. CONGRESS, THE DEPARTMENT OF TRANSPORTATION AND THE FEDERAL AVIATION ADMINISTRATION
REMAIN ACTIVELY I NVOLVED IN CUSTOMER SERVICE ISSUES AND FLIGHT DELAYS AND CANCELLATIONS
Since we issued our Final Report on Airline Customer Service Commitment, the U.S. Congress,
among others, has remained actively involved in customer service issues. Several different actions
are underway to address the rights of air travelers. These actions include the introduction of several
different pieces of legislation by both the Senate and the House, and negotiations between the
airlines and the House to strengthen the Commitment through a “voluntary” system.
However, it is not clear which of these actions or combination of actions will finally be acted on.
Whichever direction Congress decides to take will surely be influenced by the state of air travel
during the coming summer months. Another summer like the one experienced last year could
trigger forceful measures on airline scheduling, peak hour pricing, and lotteries or slot controls.
One measure currently under consideration by the Senate is to give the Secretary of Transportation
additional authority to alleviate airport congestion and overscheduling.
55
• One such piece of legislation was introduced by Senator McCain, Chairman of the U.S.
Senate Committee on Commerce, Science, and Transportation, on March 15, 2001,
addressing the issue of ensuring that air carriers meet their obligations under the Commitment,
and provide improved passenger service in order to meet public convenience and necessity.
The legislation incorporates the majority of our recommendations.
In the U.S. House of Representatives, passenger rights legislation was recently introduced by
Congressmen Sweeney and Dingell. Provisions in this legislation are similar to the Senate version
with one exception. The Sweeney/Dingell bill would permit passengers to deplane if the plane is
sitting on the ground for more than an hour after the scheduled takeoff time, the plane has not been
cleared to takeoff in the next 30 minutes, and crew members are allowed to deplane. The bill
also mandates a Department of Transportation study of Hub airports to determine whether the
dominant air carriers are charging excessive fares, acting in unfair or deceptive ways, or using
unfair methods of competition.
Also on the House side, Congressman Mica, Chairman of the Subcommittee on Aviation,
Committee on Transportation and Infrastructure, is deliberating with the ATA and its member airlines
to strengthen the Commitment through a “voluntary” system, similar to the original deliberations that
led to the June 1999 Commitment. The airlines have agreed to implement some of the
recommendations in our Final Report, both now and in the near future, and they are working with
Chairman Mica on how to resolve the others. The ATA and its member airlines agreed to, among
other recommendations:
• Include all 12 original customer service commitments in their contracts of carriage by May 1, 2001;
• Offer the lowest available fare at their city ticket offices and airport ticket counters, not just
through their telephone reservation systems, by May 1, 2001;
• Establish internal performance measurement systems and audit procedures to determine
compliance with the Customer Service Plans by June 1, 2001; and
• Petition the Department of Transportation to initiate rulemaking procedures to review current policies
governing involuntary denied boarding compensation and statistics on mishandled baggage.
Although “passenger rights” are being considered in the Congress, no agreements have been reached.
Nevertheless, customer dissatisfaction with air travel in the United States will remain until the solutions
to the underlying causes of delays and cancellations are acted on. There is no single solution to the
growing problem of delays and the resulting consumer concern over air travel. Solutions to these
problems rest on a multifaceted approach that involves FAA, air carriers, and airports.
However, barring any progress in reducing flight delays and cancellations in the immediate term,
coupled by a repeat of last summer’s experiences with record-breaking delays and cancellations,
the backlash from Congress against the FAA, air carriers and airports will be felt for a long time.
Europe’s Airline Passenger Service Commitment and Airport V oluntar y Commitment on Air
Passenger Ser vice
The growing problem of delays and resulting consumer concern over air travel is not just a U.S.
phenomenon but also a European one. Based on information we read, passengers in Europe
consistently put delays at the top of their list of complaints with air travel. Although not as severe
as the flight delays experienced in the United States, recent statistics on Europe’s flight delays for
the 48 departure airports shows: 4.7 million total flights; nearly 1 million total delayed flights with
an average 21 minute delay time; and 29,000 flights delayed over 1 hour.
To address air traveler dissatisfaction in Europe, the European air transport industry, including
airports and airlines, has pledged to improve customer service standards and passenger rights
through voluntary commitments. Most recently, under the umbrella of the European Civil Aviation
Conference and the European Commission, the European air transport industry established the
Airline Passenger Service Commitment containing 14 provisions to deliver defined standards of
service to air travelers.
56
Similarities exist between the ATA Commitment and the European Airline Passenger Service
Commitment in the provisions to provide prompt ticket refunds, allow reservations to be held or
canceled, and properly accommodate disabled and special needs passengers. Other provisions
found in the ATA Commitment have been expanded on in the European Commitment. For
example, to offer the lowest fare available, the European Commitment provision extends beyond
the telephone reservation systems to include the airlines’ web sites and city ticket offices. This was
absent in ATA’s Commitment, even though a few airlines, in their Customer Service Plans, agreed
to offer the lowest fare available at their city ticket offices and airport ticket counters.
Most notable, however, are provisions in the European Commitment that are in addition to the ATA’s
provisions. For example, the European Commitment provision on long check-in lines is entirely new
and addresses one of the underlying reasons for customer dissatisfaction. The provision states that the
airlines, in coordination with the airports, will take appropriate steps to avoid congestion in departure
areas and take measures to speed up check-in to assist passengers to meet their check-in deadlines
(see Attachment for a detailed side-by-side comparison of the ATA and European Commitments).
However, a significant difference between the ATA and European Commitment is that the European
Commitment does not set target dates for implementing the Commitment or establishing Customer
Service Plans.
Coinciding with this European Airline Passenger Service Commitment, the Airport Council
International-Europe, on behalf of its Member Airports, established its own Airport Voluntary
Commitment on Air Passenger Service containing commitments to deliver a defined quality of
service to air travelers.
In the Airport Voluntary Commitment, each airport committed to, among other things:
• Prominently publicize the services it offers for assisting passengers with reduced mobility,
• Make available the information given by airlines about expected delays, and update
passengers as frequently as possible, and
• Produce regular consumer reports (at least once a year) based on passenger satisfaction results.
These reports will be made available to the relevant national and international bodies.
We recognise the Airport Voluntary Commitment as an important milestone, since it is the first of its
kind to establish a minimum set of standards for a collective group of airports to implement to
improve the quality of service to air travelers.
Customer dissatisfaction with airline service in the United States as well as Europe is likely to
continue despite the customer service Commitments until root causes of airline delays are fixed.
We are not students of the European air transport system, but both the United States and Europe
face challenges in addressing those root causes. Some important dissimilarities and core
similarities in the systems are worth discussing.
First, some dissimilarities are the:
• Size and complexity of the systems. In the United States there are 20 enroute centers, while in
Europe we are told there are more than 60 control centers. Also unlike the United States with
a single-managed system, Europe has multiple and independent air traffic management systems.
This affects deployment of technology and airspace procedures.
• Airports in Europe sell slot allocations that are used extensively in managing aircraft as they
move from sector to sector. In the United States, only four airports operate with slot allocations,
and slots are not used in managing airspace capacity.
• Airports in Europe manage all the security and baggage operations, while in the United States
these are shared responsibilities between the air carriers and airports.
57
Some of the similarities that both the United States and Europe share as we look for long-term
solutions in increasing capacity include:
• Balancing the need for military and civilian users in limited airspace.
• Moving forward with new airports and runways while respecting environmental regulations.
• Transitioning to new satellite technologies for communications, navigation, and surveillance.
These systems should provide seamless service between the United States and Europe.
Until these and other issues are addressed, the state of air travel in the United States and Europe
will remain under stress at the airports and in the airspace.
✈✈✈
58
ATTACHMENT
AIR TRANSPORT ASSOCIATION’S (ATA)
AIRLINE CUSTOMER SERVICE COMMITMENT
JUNE 17, 1999
Provision #1: Offer the lowest fare available
EUROPEAN AIRLINE PASSENGER SERVICE COMMITMENT
MARCH 28, 2001
Provision #1: Offer the lowest fare available through each of its
direct outlets
Each Airline will offer the lowest fare available a) Each airline will offer the lowest appropriate fare available for which
for which customer is eligible on the airline’s
the passenger is eligible through its own telephone reservation
telephone reservation system for the date, flight
system, through its own website and through its own ticket offices for
and class of service requested.
the date, flight and class of service requested.
b) Each airline will inform passengers that different fares may be
available through these different outlets.
c) Each airline will inform the passenger about the terms and conditions
which apply to the fare chosen and any applicable taxes, fees and
charges.
Provision #2: Notify customers of known
delays, cancellations and diversions
Provision #3: Notify passengers of known delays, cancellations and
diversions
Each airline will notify customers at the airport
and on board an affected aircraft, in a timely
manner, of the best available information
regarding known delays, cancellations and
diversions.
In addition, each airline will
establish and implement policies for
accommodating passengers delayed overnight.
A clear and concise statement of airlines’
policies in these respects will also be made
available to customers.
Each airline will notify passengers at the airport and on board an
affected aircraft, as soon as possible, of the best available information
regarding known delays, cancellations and diversions.
Provision #3: On-time baggage deliver y
Each airline will make every reasonable effort to
return checked bags within 24 hours and will
attempt to contact any customer whose
unclaimed, checked luggage contains a name
and address or telephone number.
Provision #4: Assist passengers facing delays
a) Each airline will provide appropriate assistance, for example
refreshments, meals, accommodation, to its passengers facing delays
beyond two hours provided that local conditions allow for such
assistance to be delivered. This assistance may not apply in
situations involving political unrest or long strikes in essential services
or other exceptional circumstances beyond the airline’s control. Also,
assistance may not be provided if to do so would further delay
departure.
b) The assistance described in paragraph 4a, may not be offered on
routes operated under public service obligations in accordance with
the policy of the authority defining the obligation or when weather
causes disruption on routes on which the regularity of operations is
significantly affected by weather conditions or on routes of less than
300 km serving remote airports operated by aircraft with fewer than
80 seats.
c) Each airline will produce a clear and concise statement of its policy,
which will be made available to its passengers. This will include a
list of routes on which any exceptions apply.
Provision #5: Deliver baggage as quickly as possible
Each airline will make every reasonable effort to deliver all checked
baggage to the Arrivals Hall area as quickly as possible. In the case
of mishandled checked bags, each airline will make every reasonable
effort to deliver the mishandled bag to the passenger within 24 hours
of its arrival at final destination, free of charge. Immediate assistance
sufficient to meet the reasonable short-term needs of the passenger will
also be offered by the airline.
Provision #4: Support an increase in the This provision is not addressed in the European Commitment.
baggage liability limit
59
The airlines will petition the Department of
Transportation (DOT) within 30 days to consider
an increase in the current baggage liability limit.
ATTACHMENT
AIR TRANSPORT ASSOCIATION’S (ATA)
AIRLINE CUSTOMER SERVICE COMMITMENT
JUNE 17, 1999
EUROPEAN AIRLINE PASSENGER SERVICE COMMITMENT
MARCH 28, 2001
Provision #5: Allow reservations to be held
or canceled
Provision #6: Allow telephone reservations to be held or cancelled
without commitment or penalty within 24 hours
Each airline will allow the customer either to
hold a telephone reservation without payment
for 24 hours or (at the election of the carrier) to
cancel a reservation without penalty for up to
24 hours, in order to give customers an
opportunity to check for lower fares through
other distribution systems, such as travel agents
or the Internet.
Subject to applicable ticketing deadlines, each airline will allow the
passenger either:
to hold a telephone reservation made directly with the airline without
payment for a minimum of 24 hours or,
where the airline requires immediate payment at the time of booking,
to cancel a reservation without penalty for up to 24 hours.
Provision #6: Provide prompt ticket refunds
Passengers will be advised which reservations method applies at the
time of booking.
Provision #7: Provide prompt refunds
Each airline will issue refunds for eligible tickets a) Where a passenger claims and is entitled to a refund on a ticket
within 7 days for credit card purchases and 20
purchased direct from the airline, each airline will issue refunds within
days for cash purchases.
7 business days for credit card purchases and within 20 business
days for cash or cheque purchases.
b) Any taxes, fees and charges collected with the fare and shown on
the ticket will be refundable where the ticket is not used. This will
include non-refundable tickets and the refund will be issued within the
same time limits as above.
Provision #7:
Properly accommodate
disabled and special needs passengers
Provision #8: Provide assistance to passengers with reduced
mobility and passengers with special needs
Each airline will disclose its policies and
procedures for handling special needs
passengers, such as unaccompanied minors,
and for accommodating the disabled in an
appropriate manner.
Each airline will publicize the services it offers for handling passengers
with special needs and for assisting passengers with reduced mobility
in an appropriate manner compatible with applicable safety
regulations. For passengers with reduced mobility the airlines commit
themselves to support the attached paper on “Meeting the Needs of
People with Reduced Mobility”.
Provision #8: Meet customers’ essential needs
during long on-aircraft delays
Provision #9: Meet passengers’ essential needs during long onaircraft delays
The airlines will make every reasonable effort to
provide food, water, restroom facilities and
access to medical treatment for passengers
aboard an aircraft that is on the ground for an
extended period of time without access to the
terminal, as consistent with passenger and
employee safety and security concerns. Each
carrier will prepare contingency plans to
address such circumstances and will work with
other carriers and the airport to share facilities
and make gates available in an emergency.
The airline will make every reasonable effort to provide food, water,
lavatories and access to medical treatment for passengers on board an
aircraft that is on the ground for an extended period of time without
access to the terminal, as consistent with passenger and employee
safety and security concerns.
Airlines will make every reasonable effort not to keep passengers on
board in long delays.
60
ATTACHMENT
AIR TRANSPORT ASSOCIATION’S (ATA)
AIRLINE CUSTOMER SERVICE COMMITMENT
JUNE 17, 1999
EUROPEAN AIRLINE PASSENGER SERVICE COMMITMENT
MARCH 28, 2001
Provision #9: Handle “bumped” passengers
with fairness and consistency
Provision #11: Reduce the number of passengers who are
involuntarily denied boarding
Each airline will disclose to a passenger, upon
request, whether the flight on which the
passenger is ticketed is overbooked, if, within
the usual and ordinary scope of such
employee’s work, the information is available to
the airline employee to whom the request is
directed. Each airline will also establish and
disclose to the customer policies and
procedures,
including
any
applicable
requirements (such as check-in deadlines), for
managing the inability to board all passengers
with confirmed reservations.
In the event of a flight at departure time having more passengers than
seats available, each airline will first seek volunteers who are prepared
to stand down from the flight, subject to any security and/or
operational constraints at the airport concerned.
Provision #10: Disclose travel itinerar y,
cancellation policies, frequent flyer rules, and
aircraft configuration
Provision #12: Provide information to passengers regarding its
commercial and operational conditions
Each airline will disclose to the customer:
(i)
(ii)
(iii)
(iv)
Airlines will provide their passengers with the following information
relevant to their journey:
Any change of aircraft on a single flight with • Any change of aircraft, terminal or airport (section A.IV of the
the same flight number;
provision).
Cancellation policies involving failures to • Any conditions attached to the fare to be paid (section A.V).
use each flight segment coupon;
• Details of frequent flyer programme, if any (section C.VII).
Rules, restrictions and an annual report on • On request, the aircraft type scheduled to be operated on the route
frequent flyer program redemptions; and
and seat pitch (section C.I).
Upon request, information regarding aircraft
configuration, including seat size and pitch.
Provision #11: Ensure good customer service
from code-share partners
This provision is not addressed in the European Commitment.
Each airline will ensure that domestic
code–share partners make a commitment to
provide comparable consumer plans and
policies.
61
Provision #12: Be more responsive to
customer complaints
Provision #14: Be responsive to passengers’ complaints
Each airline will assign a Customer Service
Representative responsible for handling
passenger complaints and ensuring that all
written complaints are responded to within 60
days.
Under normal circumstances each airline will provide a substantive
response to written complaints within 28 days from the date of receipt.
When this does not permit sufficient time for the complaint to be
properly investigated an interim response will be provided giving the
reason for the delay. Each airline will designate a convenient point of
passenger contact for all complaints and the address and/or phone
number and departmental name of this customer service function will be
provided in timetables, on websites and any other public information
source and also be available at all travel agents accredited by airlines.
ATTACHMENT
AIR TRANSPORT ASSOCIATION’S (ATA)
AIRLINE CUSTOMER SERVICE COMMITMENT
JUNE 17, 1999
EUROPEAN AIRLINE PASSENGER SERVICE COMMITMENT
MARCH 28, 2001
This provision is not addressed in the A TA Provision #2: Honour the agreed fare after payment
Commitment.
After payment for the ticket has been made, no fare increase will apply
for the date, flight and class of service booked. However, any change
in taxes, fees and charges will be subject to additional payment or
refund.
This provision is not addressed in the A TA Provision #10: Take measures to speed up check-in
Commitment.
Airlines will set reasonable check-in deadlines and in coordination with
the airports will take appropriate steps to avoid congestion in departure
areas and take measures to speed up check-in to assist passengers to
meet their check-in deadlines. Introduction of automated and e-ticketing
systems, use of self service check-in and mobile check-in stations as well
as providing for off airport check-in, fast track check-in and queue
combing could be some of these measures.
This provision is not addressed in the A TA Provision #13: Provide information on operating carrier
Commitment.
In case of flights operated under a code share, franchise or long term
planned wet lease agreements, airlines will:
I.
Inform passengers of the name of the airline actually operating the
flight. Passengers will be informed:
• upon reservation, whenever such reservation is made through a
distribution channel under the direct control of the airlines, i.e.,
airlines’ own offices and agencies, airlines’ telephone reservation
centre and airlines’ own websites; and
• at the airport upon check-in.
As regards a reservation made through a channel which is not under
the direct control of the airlines, i.e. travel agencies and websites other
than airlines’ own websites, airlines will remind travel agents and
websites’ operators to systematically inform passengers at the time of
reservation.
II. Make it clear through appropriate wording that the passenger’s
contract is with the marketing airline, i.e., the airline whose
designator code appears on the flight coupon or routing slip next
to the flight number.
III. Inform passengers travelling on code shared services that the level
of service may be different and the Airline Passenger Commitment
may not apply.
62
63
THE AIRLINE PASSENGER SERVICE COMMITMENT
•
THE AIRPORT VOLUNTARY COMMITMENT ON AIR
PASSENGER SERVICE
L’ENGAGEMENT DES COMPAGNIES AÉRIENNES À
L’ÉGARD DES SERVICES AUX PASSAGERS
•
ENGAGEMENT VOLONTAIRE DES AÉROPORTS À
L’ÉGARD DES SERVICES AUX PASSAGERS AÉRIENS
64
ENGAGEMENT
DES COMPAGNIES AÉRIENNES À L’ÉGARD
DES SERVICES AUX PASSAGERS
Les compagnies aériennes en Europe ont élaboré
l’Engagement des compagnies aériennes à l’égard
des services aux passagers à la suite de consultations
avec les représentants des voyageurs aériens, des
gouvernements européens et de la Commission
européenne.
Une forte concurrence entre compagnies aériennes a
apporté aux voyageurs aériens en Europe un choix
plus important entre compagnies aériennes,
aéroports, prix et services. L’Engagement des
compagnies aériennes à l’égard des services aux
passagers comporte des engagements que celles-ci,
sans contraintes juridiques, fourniront aux voyageurs
aériens en termes de niveaux définis de services. Le
code couvre 14 domaines, avant, pendant et après
le voyage. Il décrit le niveau de service auquel les
voyageurs aériens peuvent s’attendre de manière
constante de la part des compagnies aériennes
signataires. Il permettra aux voyageurs aériens de
faire un choix plus éclairé de compagnie aérienne
lorsqu’ils planifieront leur voyage.
Les compagnies aériennes qui sont signataires de cet
Engagement continueront à se concurrencer vivement
afin de répondre aux besoins des clients en offrant
différents produits et différents niveaux de service
clientèle. Elles s’efforceront de parvenir aux normes
exposées dans cet Engagement de manière constante.
Chacune des compagnies aériennes signataires
élaborera ses propres plans individuels de services
en y incorporant l’Engagement des compagnies
aériennes à l’égard des services aux passagers. Les
compagnies signataires instaureront des programmes
de formation du personnel et introduiront des
changements dans leurs systèmes informatiques afin
de mettre en œuvre l’Engagement. Pendant cette
période de mise en œuvre, il se peut que certains
éléments de cet Engagement ne soient pas respectés
par chaque compagnie aérienne.
Les compagnies aériennes signataires conviennent de :
1.
PROPOSER
LE TARIF LE PLUS BAS DISPONIBLE PAR
L’INTERMÉDIAIRE DE CHACUN DE LEURS CANAUX DE
DISTRIBUTION DIRECTS
a. Chaque compagnie aérienne proposera le tarif le
plus bas disponible auquel le passager a droit par
l’intermédiaire de son propre système de
réservation téléphonique, de son propre site web
et de ses propres guichets pour la date, le vol et
la classe de services demandés.
65
b. Chaque compagnie aérienne informera les
passagers que différents tarifs pourraient être
disponibles à travers ces différents canaux de
distribution.
c. Chaque compagnie aérienne informera le
passager des dispositions et conditions qui
s’appliquent au tarif choisi et des taxes, frais et
redevances éventuels.
2.
HONORER
LE TARIF CONVENU APRÈS PAIEMENT
Après le paiement du billet, aucune majoration du tarif
ne s’appliquera en ce qui concerne la date, le vol et la
classe de services réservés. Toutefois, tout changement
de taxes, de frais et de redevances donnera lieu à un
supplément de paiement ou à un remboursement.
3.
INFORMER LES PASSAGERS DES RETARDS, ANNULATIONS
ET DÉROUTAGE CONNUS
Chaque compagnie aérienne informera les passagers
à l’aéroport et à bord d’un aéronef affecté, dès que
possible, de la meilleure information disponible
concernant les retards, annulations et déroutages.
4.
ASSISTER LES
PASSAGERS CONFRONTÉS À DES RETARDS
a. Chaque
compagnie
aérienne
apportera
l’assistance qui convient, par exemple
rafraîchissements, repas, hébergement, à ses
passagers qui sont confrontés à des retards au-delà
de deux heures (L’assistance apportée à des
passagers retardés sur un vol compris dans un
voyage à forfait sera en conformité avec la
politique publiée de l’organisateur de voyages.)
dans la mesure où les conditions locales permettent
de fournir une telle assistance. Celle-ci peut ne pas
s’appliquer dans des situations d’incertitude
politique ou de grèves prolongées dans les services
essentiels ou d’autres circonstances exceptionnelles
qui sont indépendantes de la volonté des
compagnies aériennes. Par ailleurs, l’assistance
peut ne pas être fournie si, en y procédant, le
départ pourrait être retardé davantage.
b. L’assistance décrite dans le paragraphe 4a peut ne
pas être offerte sur des routes exploitées sous des
obligations de service public, conformément à la
politique de l’autorité qui en définit l’obligation, ou
lorsque les conditions météorologiques occasionnent
des perturbations sur des routes dont la régularité
des vols est affectée de manière importante par de
telles conditions, ou sur des routes inférieures à 300
km desservant des aéroports éloignés exploitées par
des aéronefs de moins de 80 sièges.
AIRLINE PASSENGER SERVICE COMMMITMENT
Airlines in Europe have developed the Airline
Passenger Service Commitment following
consultation with representatives of Air Travellers,
European Governments and the European
Commission.
Strong competition between airlines has provided
Europe's air travellers with an increased choice of
airline, airport, price and service. The Airline
Passenger Service Commitment contains nonlegally binding commitments to deliver defined
standards of service to air travellers. The code
covers 14 areas, before travel, during travel and
after travel. It describes the level of service air
travellers may expect consistently from signatory
airlines. It will enable air travellers to make a
more informed choice of airline when planning
their travel arrangements.
The airlines that are signatories to this Airline
Passenger Service Commitment will continue to
compete vigorously to meet the needs of
customers by offering different products and
different levels of customer service. They will
endeavour to achieve the standards set out in this
Airline Passenger Service Commitment on a
consistent basis.
Signatory airlines will each develop their own
individual service plans incorporating the Airline
Passenger Service Commitment.
Signatory
airlines will establish staff training programmes
and introduce changes to their computer systems
to implement the Airline Passenger Service
Commitment. During this implementation period,
some elements of the Airline Passenger Service
Commitment may not be delivered by every
airline.
SIGNATORY AIRLINES
1.
AGREE TO:
OFFER
THE LOWEST FARE AVAILABLE THROUGH
EACH OF ITS DIRECT OUTLETS
a. Each airline will offer the lowest appropriate
fare available for which the passenger is
eligible through its own telephone reservation
system, through its own website and through
its own ticket offices for the date, flight and
class of service requested.
b. Each airline will inform passengers that
different fares may be available through these
different outlets.
c. Each airline will inform the passenger about
the terms and conditions which apply to the
fare chosen and any applicable taxes, fees
and charges.
2.
HONOUR THE AGREED FARE AFTER PAYMENT
After payment for the ticket has been made, no
fare increase will apply for the date, flight and
class of service booked. However, any change
in taxes, fees and charges will be subject to
additional payment or refund.
3.
NOTIFY PASSENGERS OF K NOWN DELAYS,
CANCELLATIONS AND DIVERSIONS
Each airline will notify passengers at the airport and
on board an affected aircraft, as soon as possible,
of the best available information regarding known
delays, cancellations and diversions.
4.
ASSIST PASSENGERS FACING DELAYS
a. Each airline will provide appropriate
assistance, for example refreshments, meals,
accommodation, to its passengers facing
delays beyond two hours (The assistance
given to delayed passengers on an inclusive
tour package flight will be in accordance
with the published policy of the tour
organiser.) provided that local conditions
allow for such assistance to be delivered.
This assistance may not apply in situations
involving political unrest or long strikes in
essential services or other exceptional
circumstances beyond the airline’s control.
Also, assistance may not be provided if to do
so would further delay departure.
b. The assistance described in paragraph 4a
may not be offered on routes operated under
public service obligations in accordance with
the policy of the authority defining the
obligation or when weather causes disruption
on routes on which the regularity of
operations is significantly affected by weather
conditions or on routes of less than 300 km
serving remote airports operated by aircraft
with fewer than 80 seats.
c. Each airline will produce a clear and concise
statement of its policy, which will be made
available to its passengers. This will include a
list of routes on which any exceptions apply.
66
c. Chaque compagnie aérienne produira une
déclaration claire et concise de sa politique, qui
sera mise à la disposition de ses passagers. Celleci comprendra une liste des routes sur lesquelles
des exceptions s’appliquent.
remboursables et le remboursement sera effectué en
respectant les mêmes échéances que ci-dessus.
8.
FOURNIR UNE ASSISTANCE AUX PASSAGERS À MOBILITÉ
RÉDUITE ET AUX PASSAGERS AYANT DES BESOINS
PARTICULIERS
5.
LIVRER
LES BAGAGES LE PLUS RAPIDEMENT POSSIBLE
Chaque
compagnie
aérienne
s’efforcera
raisonnablement de livrer tous les bagages enregistrés
dans le hall des arrivées le plus rapidement possible.
Dans le cas d’un bagage enregistré mal acheminé,
chaque
compagnie
aérienne
s’efforcera
raisonnablement de livrer ce bagage mal acheminé
au passager, gratuitement, dans les 24 heures qui
suivent son arrivée à sa destination finale. Une
assistance immédiate suffisante permettant de
répondre aux besoins du passager à court terme sera
offerte par la compagnie aérienne.
Chaque compagnie aérienne fera état publiquement
des services qu’elle propose pour le traitement des
passagers ayant des besoins particuliers et pour
l’assistance aux passagers à mobilité réduite d’une
manière appropriée qui soit compatible avec les
règlements de sécurité qui s’appliquent. En ce qui
concerne les personnes à mobilité réduite, les
compagnies aériennes s’engagent à appuyer la note
ci-jointe intitulée « Répondre aux besoins des
personnes à mobilité réduite ».
9.
RÉPONDRE
AUX BESOINS ESSENTIELS DES PASSAGERS
PENDANT LES ATTENTES PROLONGÉES DANS L’ AÉRONEF
6.
O CTROYER
D’ANNULER
UN
DROIT
D’ O P T I O N S
PERMETTANT
UNE RÉSERVATION PAR TÉLÉPHONE SANS
ENGAGEMENT OU PÉNALITÉS DURANT UNE PÉRIODE DE
24
HEURES
Sous réserve des dates limites applicables pour
l’émission d’un billet, chaque compagnie aérienne
permettra au passager soit :
i)
de disposer d’un droit d’option sur une
réservation faite directement par téléphone
auprès de la compagnie aérienne sans
paiement durant un minimum de 24 heures, ou
ii) lorsque la compagnie aérienne exige le paiement
immédiat au moment de la réservation, d’annuler
une réservation sans encourir de pénalités pour
une période ne dépassant pas 24 heures.
Il sera indiqué aux passagers quelle méthode de
réservation est appliquée au moment de la
réservation (Certaines compagnies aériennes de
loisirs peuvent décider de fournir cette facilité
seulement jusqu’à 3 jours avant le départ du vol.
Cette offre peut ne pas s’appliquer sur les routes
exploitées par des aéronefs de moins de 80 sièges.
Toutes les exclusions de ce type devraient être
notifiées par la compagnie aérienne.)
7.
EFFECTUER
DES REMBOURSEMENTS SANS DÉLAI
a. Lorsqu’un passager réclame le remboursement
auquel il a droit d’un billet acheté directement
auprès de la compagnie aérienne, chaque
compagnie émettra des remboursements dans les
7 jours ouvrables pour les achats avec carte de
crédit et dans les 20 jours ouvrables pour les
achats en espèces ou par chèque.
b. Les taxes, frais et redevances perçus avec le tarif et
montrés sur le billet seront remboursables lorsque le
billet n’est pas utilisé. Ceci comprendra les billets non
67
La compagnie aérienne s’efforcera raisonnablement
de fournir de la nourriture, de l’eau, des toilettes et
l’accès à un traitement médical aux passagers à bord
d’un aéronef qui est au sol pour une période de
temps prolongée sans accès au terminal, dans le
respect des préoccupations de sécurité et de sûreté
pour les passagers et les employés.
Les
compagnies
aériennes
s’eff o rc e ro n t
raisonnablement de ne pas maintenir les passagers à
bord pour des périodes d’attente prolongées.
10.
P RENDRE DES
L’ENREGISTREMENT
MESURES
POUR
ACCÉLÉRER
Les compagnies aériennes fixeront des limites
raisonnables pour l’enregistrement et, en coordination
avec les aéroports, prendront les mesures qui
conviennent afin d’éviter l’encombrement des zones
des départs et prendront des mesures permettant
d’accélérer l’enregistrement afin d’aider les passagers
à respecter l’heure limite de l’enregistrement. Ces
mesures pourraient inclure la billetterie électronique et
les
systèmes
d’enregistrement
automatisés,
l’enregistrement libre-service, les postes d’enregistrement
mobiles, l’enregistrement hors-aéroport, les voies
rapides d’enregistrement et la gestion des files d'attente.
11.
RÉDUIRE
LE
NOMBRE
DE
PASSAGERS
QUI
SONT
INVOLONTAIREMENT L’OBJET D’UN REFUS D’EMBARQUEMENT
Dans le cas où un vol, au moment du départ, compte
un nombre de passagers qui dépasse le nombre de
sièges disponibles, chaque compagnie aérienne
cherchera d’abord à faire appel à des volontaires qui
seraient disposés à se désister de ce vol, sous réserve
de toute contrainte de sûreté et/ou opérationnelle à
l’aéroport en question.
5.
DELIVER BAGGAGE AS QUICKLY
AS
P OSSIBLE
Each airline will make every reasonable effort to
deliver all checked baggage to the Arrivals Hall
area as quickly as possible. In the case of
mishandled checked bags, each airline will
make every reasonable effort to deliver the
mishandled bag to the passenger within 24
hours of its arrival at final destination, free of
charge. Immediate assistance sufficient to meet
the reasonable short-term needs of the passenger
will also be offered by the airline.
6.
ALLOW TELEPHONE RESERVATIONS TO BE HELD
OR CANCELLED WITHOUT COMMITMENT OR
P ENALTY WITHIN 24 H OURS
Subject to applicable ticketing deadlines, each
airline will allow the passenger either:
i) to hold a telephone reservation made directly
with the airline without payment for a
minimum of 24 hours or,
ii) where the airline requires immediate payment
at the time of booking, to cancel a
reservation without penalty for up to 24
hours.
Passengers will be advised which reservations
method applies at the time of booking. (Some
leisure airlines may decide to provide this facility
only until 3 days before flight departure. This
offer may not apply on routes operated by
aircraft with fewer than 80 seats. Any such
exclusions should be notified by the airline.)
7.
P ROVIDE P ROMPT REFUNDS
8.
P ROVIDE ASSISTANCE TO PASSENGERS
REDUCED MOBILITY AND PASSENGERS
SPECIAL NEEDS
safety regulations. For passengers with reduced
mobility the airlines commit themselves to support
the attached paper on “Meeting the Needs of
People with Reduced Mobility”.
9.
MEET PASSENGERS’ ESSENTIAL NEEDS
LONG ON-AIRCRAFT DELAYS
DURING
The airline will make every reasonable effort to
provide food, water, lavatories and access to
medical treatment for passengers on board an
aircraft that is on the ground for an extended
period of time without access to the terminal, as
consistent with passenger and employee safety
and security concerns.
Airlines will make every reasonable effort not to
keep passengers on board in long delays.
10.
TAKE MEASURES TO SPEED UP CHECK-IN
Airlines will set reasonable check-in deadlines
and in co-ordination with the airports will take
appropriate steps to avoid congestion in
departure areas and will take measures to speed
up check-in to assist passengers to meet their
check-in deadlines.
These measures could
include e-ticketing and automated check-in
systems, self-service check-in, mobile check-in
stations, off airport check-in, fast track check-in
and queue combing.
11.
R EDUCE THE NUMBER OF PASSENGERS WHO ARE
INVOLUNTARILY DENIED BOARDING
In the event of a flight at departure time having
more passengers than seats available, each
a. Where a passenger claims and is entitled to airline will first seek volunteers who are prepared
a refund on a ticket purchased direct from the to stand down from the flight, subject to any
airline, each airline will issue refunds within 7 security and/or operational constraints at the
business days for credit card purchases and airport concerned.
within 20 business days for cash or cheque
purchases.
12. P ROVIDE I NFORMATION TO PASSENGERS
R EGARDING ITS COMMERCIAL AND OPERATIONAL
b. Any taxes, fees and charges collected with
CONDITIONS
the fare and shown on the ticket will be
refundable where the ticket is not used. This Airlines will provide their passengers with the
will include non-refundable tickets and the following information relevant to their journey:
refund will be issued within the same time
limits as above.
A.
At the time of booking (if available):
WITH
WITH
Each airline will publicise the services it offers for
handling passengers with special needs and for
assisting passengers with reduced mobility in an
appropriate manner compatible with applicable
i.
ii.
iii.
iv.
v.
vi.
vii.
Planned scheduled time of departure and
arrival of the flights
Airport/terminal of departure and arrival
The number of en-route stops
Any change of aircraft, terminal or airport
Any conditions attached to the fare to be paid
Name of operating carrier and flight number
If it is a smoking flight
68
12.
F OURNIR
UNE
INFORMATION
AUX
PA S S A G E R S
13.
CONCERNANT SES CONDITIONS COMMERCIALES ET
FOURNIR
UNE INFORMATION SUR LE TRANSPORTEUR
EXPLOITANT
D’EXPLOITATION
Les compagnies aériennes fourniront à leurs passagers
l’information suivante se rapportant à leur voyage :
A.
i.
ii.
iii.
iv.
Au moment de la réservation (si disponible) :
Les heures de départ et d’arrivée prévues des vols
Aéroport/terminal de départ et d’arrivée
Le nombre d’escales en route
Tout changement d’avion, de terminal ou
d’aéroport
v. Toute condition qui se rattache au tarif à payer
vi Nom du transporteur qui exploite et numéro du vol
vii. Si le vol est fumeur.
Dans le cas où une substitution de transporteur
exploitant qui n’a pas été divulguée préalablement
n’est pas acceptable par le détenteur du billet, il sera
accordé au passager le droit d’être remboursé ou
d’être transporté sur le prochain vol de la compagnie
aérienne qui dispose de places de même classe.
B.
Avec la facture de confirmation ou avec le
billet :
i. Confirmation des horaires des vols
ii. Franchise des bagages gratuits et limites de
responsabilité
iii. Franchise des bagages de cabine
Si, après l’achat du billet, la compagnie aérienne
apporte un changement important à l’horaire prévu du
vol qui n’est pas acceptable par un passager, et la
compagnie aérienne est dans l’incapacité de réserver
le passager sur un vol alternatif qui est acceptable à
ce dernier, il aura droit à un remboursement.
C.
i.
ii.
iii.
iv.
v.
vi.
vii.
viii.
ix.
69
Sur demande : (pour les propres services de la
compagnie aérienne et, lorsque possible, pour
les services exploités par d’autres transporteurs)
Le type d’aéronef qu’il est prévu d’exploiter sur la
route en question et l'espacement des sièges
Services normalement offerts à bord
Les facilités pour les passagers ayant des
besoins particuliers et tout coût éventuel qui leur
est imputé pour l’utilisation de ces facilités (sauf
dans les cas de passagers à mobilité réduite
prévus à l’article 8)
La possibilité d’allouer ou de réserver à l’avance
des sièges spécifiques
Suppléments pour excédents de bagages
Ses conditions de transport
Détails du programme de fidélisation, le cas
échéant
Programmes d’assistance pour bagages perdus,
endommagés ou retardés
Détails de l’Engagement des compagnies
aériennes à l’égard des services aux passagers
et du propre plan de services de la compagnie
aérienne.
Dans les cas de vols exploités en partage de codes,
franchise ou sous accords de location prévus à
longue terme, les compagnies aériennes :
i. Informeront les passagers du nom de la
compagnie aérienne exploitant effectivement le
vol. Les passagers seront informés :
au moment de la réservation, chaque fois
qu’une telle réservation est faite par
l’intermédiaire d’un canal de distribution sous
le contrôle direct des compagnies aériennes,
à savoir, les propres bureaux de la
compagnie aérienne, la centrale de
réservation téléphonique de la compagnie
aérienne et les propres sites web de la
compagnie aérienne ; et
à l’aéroport lors de l’enregistrement.
En ce qui concerne une réservation effectuée par
un canal qui n’est pas contrôlé directement par
les compagnies aériennes, à savoir, les agences
de voyages et les sites web autres que ceux qui
sont propres aux compagnies aériennes, cellesci rappelleront aux agences de voyages et aux
exploitants des sites web qu’ils doivent informer
systématiquement les passagers au moment de
la réservation.
ii. Faire savoir clairement au moyen d’une
formulation appropriée que le contrat du
passager est établi avec la compagnie qui
commercialise le vol, c’est-à-dire la compagnie
aérienne dont le code d’identification paraît sur
le coupon du vol ou sur le feuillet se trouvant à
côté du numéro de vol.
iii. Informer les passagers voyageant sur des
services en partage de codes que le niveau des
services peut être différent et que l’Engagement
des compagnies aériennes à l’égard du service
au passager peut ne pas s’appliquer.
14.
RÉPONDRE
AUX PLAINTES DES PASSAGERS
Dans les circonstances normales chaque compagnie
aérienne fournira une réponse complète aux plaintes
écrites dans les 28 jours suivant la date de réception.
Lorsque cette période ne permet pas d’étudier
correctement le bien-fondé de la plainte, une réponse
sera fournie donnant les raisons du retard. Chaque
compagnie aérienne désignera un point de contact
passager pratique pour recueillir toutes les plaintes, et
l’adresse et/ou le numéro de téléphone et le nom du
département de cette fonction de service au client
figureront dans les horaires, sur les sites web et toute
autre source d’information publique et seront
également disponibles chez tous les agents de
voyages accrédités par les compagnies aériennes.
✈✈✈
In the event of substitution of operating carrier
which has not previously been disclosed and
which is not acceptable to the ticket holder, the
passenger will be given the right to a refund or
carried on the airline’s next flight on which space
is available in the same class.
B.
-
As regards a reservation made through a
channel which is not under the direct control
of the airlines, i.e. travel agencies and
websites other than airlines’ own websites,
airlines will remind travel agents and
websites’ operators to systematically inform
passengers at the time of reservation.
With the confirmation invoice or with the
ticket:
i. Confirmation of flight times
ii. Free baggage allowance and liability limits
iii. Cabin baggage allowance
If, after purchase of the ticket, the airline makes
a significant change to the scheduled flight time
which is not acceptable to the passenger, and
the airline is unable to book the passenger on an
alternate flight which is acceptable to the
passenger, he/she will be entitled to a refund.
C.
On request: (for the airline’s own
ser vices and where available for
services operated by other carriers)
i.
The aircraft type scheduled to be operated
on the route and seat pitch
Services normally offered on board
Facilities for passengers with special needs
and any charge made for using them
(except for passengers with reduced mobility
as provided for under Article 8)
Whether specific seats can be allocated or
pre-booked
Charges for excess baggage
Its Conditions of Carriage
Details of frequent flyer programme, if any
Assistance programmes for baggage lost,
damaged or delayed
Details of the Airline Passenger Service
Commitment and airline’s own service plan.
ii.
iii.
iv.
v.
vi.
vii.
viii.
ix.
13.
P ROVIDE I NFORMATION
CARRIER
ON
at the airport upon check-in.
ii. Make it clear through appropriate wording
that the passenger's contract is with the
marketing airline, i.e., the airline whose
designator code appears on the flight
coupon or routing slip next to the flight
number.
iii. Inform passengers travelling on code shared
services that the level of service may be
different and the Airline Passenger Service
Commitment may not apply.
14.
BE R ESPONSIVE TO PASSENGERS’ COMPLAINTS
Under normal circumstances each airline will
provide a substantive response to written
complaints within 28 days from the date of
receipt. When this does not permit sufficient
time for the complaint to be properly investigated
an interim response will be provided giving the
reason for the delay. Each airline will designate
a convenient point of passenger contact for all
complaints and the address and/or phone
number and departmental name of this customer
service function will be provided in timetables,
on websites and any other public information
source and will also be available at all travel
agents accredited by airlines.
✈✈✈
OPERATING
In case of flights operated under a code share,
franchise or long term planned lease
agreements, airlines will:
i.
Inform passengers of the name of the airline
actually operating the flight. Passengers will
be informed:
-
upon reservation, whenever such
reservation is made through a distribution
channel under the direct control of the
airlines, i.e. airlines’ own offices, airlines’
telephone reservation centre and airlines’
own websites; and
70
(PIÈCE JOINTE)
RÉPONDRE AUX BESOINS DES PERSONNES À MOBILITÉ RÉDUITE (PMR)
INTRODUCTION
Ce document a pour objectif d’améliorer l’accessibilité
du voyage aérien aux personnes à mobilité réduite en
veillant à ce que leurs besoins soient compris et
assurés, et que leurs sécurité et dignité soient
respectées. Il est destiné aux compagnies aériennes qui
fournissent des services et des facilités aux aéroports et
dans les avions, et forme la base à partir de laquelle
un Code volontaire (ou des Codes) de pratiques peut
(peuvent) être élaboré(s). Lors de l’élaboration des
Codes, les dispositions appropriées du Document 30
(Section 5) de la Conférence européenne de l’Aviation
civile (CEAC) et de l’Annexe 9 de l’Organisation de
l’Aviation civile internationale (OACI) seront prises en
compte. Ces documents fournissent une information
technique et sont produits, après des consultations avec
l’industrie des compagnies aériennes, par des agences
gouvernementales chargées d’établir des normes et
pratiques recommandées.
Une incapacité ne doit pas être assimilée à une
maladie et par conséquent l’obligation pour les
PMR de faire des déclarations médicales au
sujet de leur handicap ne doit pas être une
condition de leur voyage.
6.
Les organisations qui représentent les PMR seront
consultées sur les questions se rapportant aux
PMR.
7.
Le personnel recevra une formation appropriée
sur la compréhension des besoins des PMR et
comment y répondre.
8.
Les contrôles et vérifications de sûreté devraient
être effectués d’une manière qui respecte la
dignité des PMR.
9.
Il doit être permis aux PMR de rester
indépendants dans une très large mesure.
DÉFINITION
PRATIQUES DES
On entend par personne à mobilité réduite (PMR)
toute personne dont la mobilité est réduite, par suite
d’une incapacité physique (sensorielle ou motrice),
d’une déficience intellectuelle, de l’âge, ou de toute
autre cause génératrice d’un handicap dans l’usage
du transport et dont la situation requiert une attention
particulière et une adaptation à ses besoins des
services offerts à l’ensemble des passagers.
•
Aucun transporteur ne devra refuser une PMR
sauf dans le cas où elle ne peut pas être
transportée en toute sécurité ou être
physiquement prise en charge. Lorsque le
transport de la PMR est refusé, les transporteurs
devront expliquer clairement et de manière
explicite les raisons du refus.
•
Lorsqu’une
PMR
déclare
qu’elle
est
indépendante (autonome et capable de prendre
en charge tous ses besoins physiques pendant
le vol), la compagnie aérienne devrait accepter
cette déclaration. La compagnie aérienne ne
devrait pas alors être dans l’obligation de
fournir une assistance à bord qui soit contraire
aux exigences en matière de santé, de sécurité
ou d’hygiène lorsqu’une telle déclaration a été
faite.
•
Les compagnies aériennes poursuivront la
recherche
d’options
techniques
et
opérationnelles pour améliorer l’accès et les
facilités à bord des aéronefs de toutes
dimensions, notamment lorsqu’une rénovation
majeure est entreprise.
•
Lorsqu’une route directe n’est pas possible pour
une PMR, (par ex. en raison de la taille réduite
de l’aéronef), les compagnies aériennes
s ’ e ff o rc e ront de proposer une alternative
acceptable.
POSTULATS DE
BASE
1.
Les PMR ont au même titre que les autres citoyens
les mêmes droits à la liberté de mouvement et la
liberté de choix. Ceci s’applique aux voyages
aériens aussi bien qu’à tous les autres domaines
de la vie.
2.
Il est de la responsabilité des compagnies
aériennes, des aéroports et des fournisseurs de
services afférents de répondre aux besoins des
PMR. Il incombe également aux PMR de faire
connaître leurs besoins par les voies appropriées
au moment approprié.
3.
4.
71
5.
L’information doit être mise à la disposition des
PMR afin de leur permettre de planifier et
d’entreprendre leur voyage.
Les coûts engagés pour répondre aux besoins
des PMR ne doivent pas être transmis
directement aux PMR.
COMPAGNIES AÉRIENNES
(ATTACHMENT)
MEETING THE NEEDS OF P EOPLE WITH REDUCED MOBILITY (PRMS)
INTRODUCTION
make medical declarations about their
disability as a condition of travel.
The purpose of this document is to improve the
accessibility of air travel to people with reduced 6.
Organisations representing PRMs will be
mobility by ensuring their needs are understood
consulted on issues relevant to PRMs.
and provided for, and their safety and dignity
are respected. It is aimed at airlines providing 7.
Staff will be given appropriate training in
services and facilities at airports and on aircraft,
understanding and meeting the needs of
and forms the basis on which a voluntary Code
PRMs.
(or Codes) of Practice may be prepared. When
preparing Codes, the appropriate provisions of 8.
Control and security checks should be
the European Civil Aviation Conference (ECAC)
undertaken in a manner which respects the
Document 30 (Section 5), and the International
dignity of PRMs.
Civil Aviation Organisation (ICAO Annex 9) will
be considered.
These documents provide 9.
PRMs must be enabled to remain
technical information and are produced,
independent to the greatest possible extent.
following consultation with the airline industry, by
governmental agencies concerned with AIRLINE PRACTICES
establishing standards and recommended
practices.
•
No carrier will refuse a PRM except where
he/she cannot safely be carried or cannot
DEFINITION
physically be accommodated. When the
carriage of a PRM is refused, carriers will
A person with reduced mobility (PRM) is
explain clearly and explicitly the reasons
understood to mean any person whose mobility
for refusal.
is reduced due to any physical disability (sensory
or locomotory), an intellectual impairment, age, •
When a PRM declares that he/she is selfor any other cause of disability when using
reliant (self-sufficient and capable of taking
transport and whose situation needs special
care of all of his/her physical needs
attention and the adaptation to the person’s
independently in flight), the airline should
needs of the services made available to all
accept that declaration. The airline should
passengers.
then be under no obligation to provide onboard assistance which contravenes
BASIC ASSUMPTIONS
health, safety or hygiene requirements
where such declaration has been made.
1.
PRMs have the same rights as other
citizens to freedom of movement and •
Airlines will pursue technical and
freedom of choice. This applies to air
operational options for improving access
travel as to all other areas in life.
and facilities on aircraft of all sizes,
particularly when major refurbishment is
2.
Airlines, airports and related service
undertaken.
providers have a responsibility to meet the
needs of PRMs. PRMs also have a •
Where a direct route is not possible for a
responsibility to identify their needs to the
PRM, (e.g. because of small aircraft),
proper channels at the proper time.
airlines will endeavour to suggest an
acceptable alternative.
3.
Information must be made available to
enable PRMs to plan and make their journey. •
Regardless of the size of airport and
aircraft, arrangements for embarkation
4.
The cost of providing for the needs of PRMs
and disembarkation should respect the
must not be passed directly to the PRMs.
dignity of PRMs.
5.
Disability should not be equated with illness
and therefore PRMs must not be required to
•
Airlines will, where space permits, provide
on-board equipment/facilities to aid the
72
•
Quelle que soit la taille de l’aéroport et de
l’aéronef, les dispositions pour l’embarquement
et le débarquement des PMR devraient respecter
leur dignité.
•
Les compagnies aériennes devront, lorsque la
place le permet, mettre à la disposition des PMR
à bord de l’aéronef un équipement et des
facilités leur permettant une indépendance qui
respecte la santé, la sécurité et l’hygiène.
•
Les PMR devront avoir la même possibilité de
choisir leur place dans l’aéronef, sous réserve
des exigences en matière de sécurité. Les
compagnies aériennes devront expliquer
clairement et de manière explicite les raisons
pour lesquelles une place spécifique n’est pas
allouée lorsque la demande n’est pas satisfaite
pour des raisons de sécurité.
•
Les Chiens d’Assistance Certifiés devront être
transportés dans la cabine, sous réserve des
règlements nationaux pour l’importation et de
ceux de la compagnie aérienne. Ils seront
transportés sans coût supplémentaire.
•
Les PMR n’encourront aucun frais pour le
transport d’équipement de mobilité de base ou
d’autres dispositifs essentiels d’assistance.
•
Les compagnies aériennes doivent prendre
toutes les mesures raisonnables pour éviter la
perte ou l’endommagement de tout équipement
de mobilité ou autres dispositifs essentiels
d’assistance. En cas de perte ou de dommages,
les compagnies aériennes prendront les
dispositions qui conviennent afin de répondre
aux besoins immédiats de la personne en
matière de mobilité.
✈✈✈
73
self-reliance of PRMs within limits of health,
safety and hygiene.
•
PRMs will have equal choice of seat
allocation, subject to safety requirements.
Airlines will explain clearly and explicitly
the reasons for not allocating a specific
seat when the request is not met for safety
reasons.
•
Certified Service Dogs will be carried in
the cabin, subject to national importation
and airline regulations. Where they are
carried, there will be no charge.
•
PRMs will not be charged for the carriage
of basic mobility equipment or other
essential disability assistive devices.
•
Airlines must take all reasonable steps to
avoid loss or damage to mobility
equipment or other disability assistive
devices. Where loss or damage occurs,
airlines
will
make
appropriate
arrangements to meet the individual’s
immediate mobility needs.
✈✈✈
74
À
ENGAGEMENT VOLONTAIRE DES AÉROPORTS
L’ÉGARD DES SERVICES AUX PASSAGERS AÉRIENS
Préambule
Les aéroports européens ont élaboré un Engagement
volontaire des aéroports à l’égard des services aux
passagers aériens à la suite de consultations
approfondies avec des représentants des
consommateurs, des Gouvernements européens, de
la Commission européenne et de l'industrie du
transport aérien.
couvre des domaines tels que l’enregistrement et la
livraison des bagages, mais aussi les inspections de
sûreté, les contrôles aux frontières, l’accès à
l’aéroport, etc. Malheureusement, l’exploitant
aéroportuaire ne peut pas être tenu responsable dans
le cas où le niveau de ces services ne répond plus à
celui qui est souhaité.
1.
À MOBILITÉ RÉDUITE
Les attentes des passagers aériens ont
considérablement évolué ces dernières années,
notamment en ce qui concerne la qualité des
services. En plus, compte tenu du fait que les
aéroports doivent travailler dans un environnement de
plus en plus compétitif, des critères de qualité ont été
largement adoptés par les aéroports européens en
tant que moyens de se définir sur le plan de la
concurrence.
Chaque aéroport diffusera largement de manière
bien évidente les services qu’il offre pour assister les
passagers à mobilité réduite (PMR). Avant tout,
chaque aéroport s’engage à respecter le nouveau
protocole spécial pour « Répondre aux besoins des
personnes à mobilité réduite » (ci-joint).
L'Engagement volontaire des aéroports à l’égard des
services aux passagers aériens contient des
engagements de leur part à fournir aux voyageurs
aériens une qualité définie de service. Bien que ces
engagements ne comportent pas d’obligation légale,
les signataires de l'Engagement volontaire des
aéroports continueront à s'efforcer de répondre aux
besoins des clients et de parvenir à la qualité
exposée dans cet Engagement de manière constante.
Chaque aéroport affichera dans des endroits
stratégiques bien en vue :
•
La « Charte sur les droits des passagers
aériens » de la Commission européenne
•
Les futurs éléments que prépare la Commission
européenne visant à informer les passagers
des droits que leur reconnaissent les lois de
l’Union européenne et autres lois internationales.
2.
Éclaircir la confusion entre aéroport, compagnie
aérienne et autres :
Clarification : Lorsqu’un passager achète un billet
d’avion il passe un contrat avec la compagnie
aérienne. En revanche il n’existe aucune relation
contractuelle entre les passagers et les aéroports.
Toutefois, les exploitants d’aéroports reconnaissent
qu’ils ont le devoir de prendre soin des passagers.
Clarification : De nombreux « services d’aéroports »
ne sont pas réalisés par l’exploitant aéroportuaire luimême et, bien que les aéroports s’efforcent de
travailler étroitement avec tous les partenaires
commerciaux et agences gouvernementales, ils ont
souvent peu ou pas de choix en matière de sélection
de ces fournisseurs. Cela peut comprendre des
services critiques tels que ceux de l’assistance au sol,
qui est organisée par les compagnies aériennes et
I NFORMATION
DU
PA S S A G E R
SUR
LES
DROITS
JURIDIQUES
3.
Chacun des aéroports signataires élaborera ses
propres plans individuels de services en y incorporant
l'Engagement volontaire des aéroports à l’égard des
services aux passagers aériens.
75
PERSONNES
ASSISTANCE
PENDANT LES PÉRIODES DE RETARDS
IMPORTANTS OU DE PERTURBATIONS
Chaque aéroport mettra à la disposition des
passagers l’information qui lui est communiquée par
les compagnies aériennes au sujet des retards
attendus et renseignera les passagers sur la situation
le plus régulièrement possible.
Chaque aéroport disposera d’un plan d’urgence
destiné à porter assistance aux passagers victimes de
retards importants qui se retrouvent involontairement
abandonnés à leur sort. Ce plan traitera des besoins
les plus importants des passagers, y compris des
dispositions appropriées en matière de places
assises, de soutien médical et de soutien pour les
personnes ayant des besoins particuliers telles que les
familles avec de jeunes enfants.
Chaque aéroport s’efforcera de faire en sorte que les
services de restauration restent ouverts pendant de
telles périodes.
Chaque aéroport mettra en place les dispositions de
travail appropriées avec d’autres organisations
AIRPORT VOLUNTARY COMMITMENT
ON AIR PASSENGER SERVICE
P REAMBLE
1.
European airports have developed an Airport
Voluntary Commitment on Air Passenger Service
following
extensive
consultation
with
representatives of consumers, European
governments, the European Commission and the
air transport industr y.
Each airport will prominently publicise the
services it offers for assisting passengers with
reduced mobility (PRMs). Most crucially each
airport commits itself to the new special protocol
on "Meeting the needs of people with reduced
mobility" (attached).
Air passengers’ expectations have grown
considerably in recent years especially in regard
to quality of service. Furthermore, as airports are
working more and more in a competitive
environment, quality criteria have been widely
adopted by European airports as a means of
competitive definition.
2.
•
The European Commission’s "Charter on
Air Passenger Rights"
The Airport Voluntary Commitment on Air
Passenger Service contains commitments to
deliver a defined quality of service to air
travellers. Although the commitments are not
legally-binding, the signatories to the Airport
Voluntary Commitment on Air Passenger Service
will continue to strive to meet the needs of
customers and achieve the quality set out in this
Commitment on a consistent basis.
•
Future material prepared by the European
Commission which aims to inform
passengers of their rights under European
Union and other international law.
3.
ASSISTANCE DURING P ERIODS
DELAYS OR DISRUPTION
Signatory airports will each develop their own
individual service plans incorporating the Airport
Voluntary Commitment on Air Passenger Service.
CLEARING THE CONFUSION BETWEEN AIRPORT, AIRLINE
AND OTHERS
Clarification: When a passenger buys an air
ticket their contract is with the airline. In fact no
contractual relationship exists between
passengers and airports. However, airport
operators recognise that they have a duty of care
towards the passengers.
Clarification: Many “airport services” are not
performed by the airport operator at all and,
although airports strive to work closely with all
business partners and government agencies,
often airports have little or no choice over the
selection of these suppliers. This can include
critical services such as ground handling, which
is organised by airlines and covers matters such
as check-in and baggage delivery, as well as
security checks, border controls, airport access
etc.. Unfortunately, the airport operator cannot
be held responsible should the level of these
services fall below a desired level.
P ERSONS WITH REDUCED MOBILITY
PASSENGER I NFORMATION ON LEGAL R IGHTS
Each airport will prominently display in key
strategic locations:
OF
SIGNIFICANT
Each airport will make available the information
given by airlines about expected delays and
update passengers as frequently as possible.
Each airport will have contingency plans for
assisting involuntarily stranded passengers
suffering significant delay. This plan will address
the most important needs of passengers,
including appropriate seating arrangements,
medical support and support for those with
particular needs such as families with young
children.
Each airport will make every effort to ensure
catering concessionaires remain open during
such periods.
Each airport will set up appropriate working
arrangements with other organisations to provide
effective care for passengers in this situation.
4.
AIRPORT
ACCESS
TRANSPORTATION
AND
GROUND
Each airport will work closely with partners to
develop and improve public transport.
Wherever possible airports will encourage
public transport timetables to be co-ordinated
with airline schedules.
76
permettant de fournir une assistance efficace aux
passagers se trouvant dans cette situation.
4.
publiques restent propres à tout moment. Un soin
particulier sera pris concernant la propreté des
installations sanitaires.
ACCÈS À L’AÉROPORT ET MOYENS DE TRANSPORT AU SOL
10.
Chaque aéroport travaillera étroitement avec des
partenaires afin de développer et d’améliorer les
transports publics. Lorsqu’il est possible de le faire, les
aéroports encourageront une coordination des
horaires des transports publics avec les horaires des
compagnies aériennes.
5.
FO U R N I T U R E
D ’U N E
INFRASTRUCTURE
POUR
L’ENREGISTREMENT, LES BAGAGES ET LA SÛRETÉ
Chaque aéroport fournira l’infrastructure appropriée à
destination
des
partenaires
commerciaux
(compagnies aériennes, prestataires de services
d’assistance au sol, etc.) pour les services aux
passagers à l’enregistrement, la livraison des
bagages, la sûreté et les contrôles aux frontières.
Chaque aéroport mettra en place une méthode fiable
en matière de suivi, d’analyse et d’évaluation des
compliments, commentaires et plaintes des clients.
Dans les circonstances normales, chaque aéroport
fournira la réponse à une plainte dans les 28 jours
suivant sa réception. Lorsque cette période n’est pas
suffisante pour examiner la plainte, une réponse
provisoire sera donnée précisant la raison du retard.
COMPTES
RENDUS RÉGULIERS
MAINTENANCE
Chaque aéroport veillera à ce que tout l’équipement
utilisé pour servir les passagers fasse l’objet d’une
maintenance régulière et systématique en conformité
avec les consignes des fabricants. Ceci revêt une
importance particulière s’agissant des équipements
critiques pour le maintien des opérations essentielles
de l’aéroport — systèmes de traitement des bagages,
escaliers et trottoirs roulants, climatisation, ascenseurs,
équipement des parcs de stationnement, etc..
7.
DES COMMENTAIRES DES CLIENTS
Chaque aéroport veillera à l’existence de procédures
clairement promues et formulées en ce qui concerne
les commentaires et plaintes. Les commentaires des
clients seront stockés de manière à permettre un
accès et une gestion faciles.
11.
6.
GESTION
GESTION
DES CHARIOTS
Chaque aéroport veillera à ce que les passagers
disposent de suffisamment de chariots pour
transporter leurs bagages de soute et à leur bon état
de marche à tous moments aux endroits appropriés.
Chaque aéroport produira des comptes rendus
consommateurs réguliers (au moins une fois par an)
fondés sur le bilan de satisfaction des passagers. Ces
comptes rendus seront mis à la disposition des
instances nationales ou internationales pertinentes.
Les indicateurs de performance pre ndront
normalement la forme de niveaux de satisfaction des
passagers mesurés au moyen d’un suivi régulier dans
tous les domaines qui sont totalement sous le contrôle
de l’aéroport. Des exemples d’exceptions à ceux-ci
sont :
• Au cours des périodes où des plans d’urgence
sont en place pour gérer les perturbations graves.
• Lorsque l’enregistrement, le traitement des
bagages et la sûreté sont fournis par un tiers.
• Sur les questions d’accès à l’aéroport lorsque les
8.
ORIENTATION
ET GUICHETS D’INFORMATION
Chaque aéroport veillera à ce que sa signalisation
soit conviviale et complète, et qu’elle tienne compte
de la culture et de la langue locales sans pour autant
compromettre les avantages d’une homogénéité. Tous
les signes, brochures et autres moyens d’information
ou de technologie moderne (par ex. les pages
Internet) seront utilisés de la manière la plus simple et
claire possible.
Chaque aéroport disposera de guichets d’information
pourvus de personnel, partout où cela est possible,
qui seront ouverts à des horaires alignés sur les
horaires d’exploitation de l’aéroport ou du terminal.
9.
PROPRETÉ
Chaque aéroport veillera à ce que toutes les zones
77
services sont fournis par des partenaires de
transport.
Il existera également un indicateur de performance
mesurant le nombre de jours écoulés avant de
répondre aux commentaires des passagers, comme il
est défini dans le paragraphe 10 ci-dessus « Gestion
des commentaires des clients ».
✈✈✈
5.
P ROVISION OF INFRASTRUCTURE FOR CHECK-IN,
BAGGAGE AND SECURITY
Each airport will provide appropriate
infrastructure for business partners (airlines,
ground handling companies etc.) for serving
passengers at check-in, baggage delivery,
security and border control.
6.
MAINTENANCE
Each airport will ensure that all equipment used
to serve passengers is subject to regular and
systematic maintenance in compliance with the
manufacturers’ recommended guidelines. This is
particularly important for equipment critical for
core airport operations — baggage handling
systems, escalators, moving walkways, air
conditioning, lifts, car park equipment etc..
7.
TROLLEY MANAGEMENT
Each airport will ensure that sufficient trolleys for
passengers with hold baggage are available
and in good working order at all times at
appropriate locations.
8.
WAY-FINDING AND INFORMATION DESKS
Each airport will ensure user-friendly and
comprehensive signage, taking account of local
culture and language without compromising the
benefits of consistency. All signs, brochures and
other materials and any modern technology
(such as Internet pages) will be used in the
simplest and clearest way possible.
airport will provide a response to a complaint
within 28 days of receipt. When this does not
permit sufficient time for a complaint to be
investigated, an interim response will be
provided giving the reason for the delay.
11.
REGULAR REPORTING
Each airport will produce regular consumer
reports (at least once a year) based on
passenger satisfaction results. These reports will
be made available to the relevant national or
international bodies.
The performance indicators will usually take the
form of passenger satisfaction levels measured
through regular monitoring in all those areas
which are totally under the airports’ control.
Examples of exceptions to this are:
• During times where contingency plans are in
operation to deal with severe disruption.
• When check-in, baggage handling and
security is provided by a third party.
• On issues of airport access when services are
provided by transport partners.
There will also be a performance indicator
measuring the number of days taken to respond
to passenger comment as defined in paragraph 10
“Customer comment management” above.
✈✈✈
Each airport will have staffed information desks,
wherever feasible, which will be open in line
with the airport or terminal’s operating hours.
9.
CLEANLINESS
Each airport will ensure that all public areas are
kept clean at all times. Particular care will be
taken over the cleanliness of toilets and
washrooms.
10.
CUSTOMER COMMENT MANAGEMENT
Each airport will ensure that there are clearly
promoted and understandable comment and
complaint procedures. Customer comments will
be stored for easy access and management.
Each airport will establish a reliable method of
monitoring, investigating and evaluating
customer
compliments,
comments
and
complaints. Under normal circumstances, each
78
(PIÈCE JOINTE )
PROTOCOLE
SPÉCIAL POUR RÉPONDRE AUX BESOINS
DES PERSONNES À MOBILITÉ RÉDUITE
• Le personnel recevra une formation appropriée sur
INTRODUCTION
Ce document a pour objectif d’améliorer l’accessibilité
du voyage aérien aux personnes à mobilité réduite en
veillant à ce que leurs besoins soient compris et
assurés, et que leurs sécurité et dignité soient
respectées. Il forme la base à partir de laquelle un
Code volontaire (ou des Codes) de pratiques peut
(peuvent) être élaboré(s) par les aéroports. Lors de
l’élaboration des Codes, les dispositions appropriées
du Document 30 (Section 5) de la Conférence
européenne de l’Aviation civile (CEAC) et de l’Annexe
9 de l’Organisation de l’Aviation civile internationale
(OACI) y seront incorporées.
DÉFINITION D’UNE
PERSONNE À MOBILITÉ RÉDUITE
(PMR)
On entend par personne à mobilité réduite (PMR)
toute personne dont la mobilité est réduite, par suite
d’une incapacité physique (sensorielle ou motrice),
d’une déficience intellectuelle, de l’âge, ou de toute
autre cause génératrice d’un handicap dans l’usage
du transport et dont la situation requiert une attention
particulière et une adaptation des services offerts
d’ordinaire à l’ensemble des passagers.
POSTULATS DE BASE
• Les PMR ont au même titre que les autres citoyens
les mêmes droits à la liberté de mouvement et la
liberté de choix. Ceci s’applique aux voyages
aériens aussi bien qu’à tous les autres domaines
de la vie.
• Il est de la responsabilité des aéroports et des
fournisseurs de services afférents de répondre aux
besoins des PMR. Il incombe également aux PMR
de faire connaître leurs besoins par les voies
appropriées au moment approprié.
• Une
information, au moyen de formats
accessibles, doit être mise à la disposition des
PMR afin de leur permettre de planifier et
d’entreprendre leur voyage.
• Une incapacité ne doit pas être assimilée à une
maladie et par conséquent l’obligation pour les
PMR de faire des déclarations médicales au sujet
de leur handicap ne doit pas être une condition
de leur voyage.
• Les organisations qui représentent les PMR seront
consultées sur les questions se rapportant aux
PMR.
79
la compréhension des besoins des PMR et
comment y répondre.
• Les contrôles et vérifications de sûreté devraient
être effectués d’une manière qui respecte la
dignité des PMR.
• Il doit être permis aux PMR de rester indépendants
dans une très large mesure.
• Les coûts engagés pour répondre aux besoins des
PMR ne doivent pas être transmis directement aux
PMR.
MISE À
DISPOSITION D’UNE INFRASTRUCTURE
Chaque aéroport veillera à ce que son infrastructure
soit compatible avec les besoins des personnes à
mobilité réduite et que cette partie du service soit
fournie d'une manière efficace.
Celle-ci comprendra :
• L'accès au transport au sol côté ville et côté piste ;
• Dispositions prévues pour le stationnement, le
ramassage, la dépose et le transfert ;
• Une information fournie de manière audible et
visuelle.
✈✈✈
(ATTACHMENT)
SPECIAL PROTOCOL TO MEET THE NEEDS OF P EOPLE WITH REDUCED MOBILITY
INTRODUCTION
The purpose of this document is to improve the
accessibility of air travel to people with reduced
mobility by ensuring that their needs are
understood and provided for, and that their
safety and dignity are respected. It forms the
basis on which a voluntary Code (or Codes) of
Practice may be prepared by airports. When
preparing Codes, the appropriate provisions of
the European Civil Aviation Conference (ECAC)
Document 30 (Section 5), and the International
Civil Aviation Organisation (ICAO Annex 9) will
be incorporated.
DEFINITION
(PRM)
OF A
P ERSON
WITH
REDUCED MOBILITY
A person with reduced mobility (PRM) is
understood to mean any person whose mobility
is reduced due to any physical disability (sensory
or locomotory), an intellectual impairment, age,
or any other cause of disability when using
transport, and whose situation needs special
attention or adaptation of services ordinarily
made available to all passengers.
• Control and security checks will be
undertaken in a manner which respects the
dignity of PRMs.
• PRMs must be enabled to remain
independent to the greatest possible extent.
• The cost of providing for the needs of PRMs
must not be passed directly to PRMs.
P ROVISION OF INFRASTRUCTURE
Each airport will ensure that its infrastructure is
compatible with the needs of people with
reduced mobility and that this part of the service
is provided in an efficient manner.
This will include:
• Access to landside and airside ground
transport;
• Parking, pick-up, drop-off and transfer
arrangements;
• Information provided both audibly and
visually.
✈✈✈
BASIC ASSUMPTIONS
• PRMs have the same rights as other citizens to
freedom of movement and freedom of
choice. This applies to air travel as to all
other areas in life.
• Airports and related service providers have a
responsibility to meet the needs of PRMs.
PRMs also have a responsibility to identify
their needs to the proper channels at the
proper time.
• Information, using accessible formats, must be
made available to enable PRMs to plan and
make their journey.
• Disability should not be equated with illness
and therefore PRMs must not be required to
make medical declarations about their
disability as a condition of travel.
• Organisations representing PRMs will be
consulted on all issues relevant to PRMs.
• Staff will be given appropriate training in
understanding and meeting the needs of PRMs.
80
• SOME IMPRESSIONS •
81
82
83
• QUELQUES
IMPRESSIONS
•
84
85
LIST
OF PARTICIPANTS
LISTE
DES PARTICIPANTS
Name
Administration/Organisation
Countr y
ABERSON Emilie
Transavia Airlines
The Netherlands
ADAMIDIS Takis
Olympic Airways
Greece
AGUADO Victor
EUROCONTROL
Belgium
ALMEIDA Luis
INAC
Portugal
AMBAR Eduardo
ENATUR
Portugal
ANDONOVA Erina
Civil Aviation Administration
The former
Yugoslav
Republic of
Macedonia
ARROZ Maria Emilia
Instituto Consumidor
Portugal
ASMUSSEN Ole
Civil Aviation Administration
Denmark
AUER André
Federal Office for Civil Aviation
Switzerland
AYRAL Michel
European Commission
Belgium
AYUSO Francisco
RENA
Portugal
BAGANHA José Tomás
ANA - Aeroportos de Portugal
Portugal
BARREIROS Acacio
Secretary of State for Consumer Protection
Portugal
BAYOL Henri
Service de l'Aviation civile
Monaco
BEAUMONT Sophie
European Disability Forum
Belgium
BECKER Peter
Danish Shippers’ Council
Denmark
BENADON Danielle
Direction générale de l'Aviation civile
France
BENJAMIN Raymond
ECAC
France
BENLEZAR Alain
Air France
France
BILLING Knut
Parliamentary Assembly
of the Council of Europe
France
BORDALO Ana
GAERE
Portugal
BOURDELET Antoinette
ECAC
France
BOUSSAID Mokrane
European Disability Forum
France
BRASAO Sandra
Air Luxor
Portugal
BRITO Victor
Aerocondor
Portugal
BROUGH Nick
ASSOUTENTI
Italy
BUCK Simon
IACA
United Kingdom
86
87
Name
Administration/Organisation
Countr y
CAHN Andrew
British Airways
United Kingdom
CALLEJA CRESPO Daniel
European Commission
Belgium
CANEIRA Pedro
OMINI Aviação e Tecnologia
Portugal
CANSADO Manuel
SATA
Portugal
CAPLAN Harold
Journalist
United Kingdom
CAW Gillian
ECAC
France
CERETI Fausto
Alitalia
Italy
CHERFILS Ingrid
Civil Aviation Administration
Sweden
CID Heloisa
GAERE
Portugal
CLARKE Andrew
European Regions Airline Association
(ERA)
United Kingdom
COEHLO José
Air Luxor
Portugal
CONDON David
Aer Lingus
Belgium
COON James
Air Transport Association of America
USA
COSTA Carlos Gonçalves
NAV
Portugal
COSTA Manuel
GAERE
Portugal
COSTA PEREIRA Renato Claudio ICAO
Canada
CRIADO Carlos
Aena
Spain
CRUICKSHANK Alan
BAA
United Kingdom
CRUZ Francisco
Sindicato Nacional do Pessoal de
Voo da Aviação
(Portuguese Cabin Crew Union)
Portugal
CUNHA Rui
Vice Minister for Transports
Portugal
DA COSTA GOMES LOPES
Luis Jorge
INAC
Portugal
DA COSTA José Miguel
OMNI Aviação e Tecnologia
Portugal
DAVIS Tony
BMI British Midland
United Kingdom
DE BLUST Michel
ECTAA
Belgium
DE CONINCK Hans
Test Achats / Conseur
Belgium
DE MELO CORREIA José Jorge
INAC
Portugal
DE SMET Monique
IATA
Belgium
Name
Administration/Organisation
Countr y
DELOUKA Evangelia
Hellenic Civil Aviation Authority
Greece
DI PALMA Pierluigi
ENAC
Italy
DIAS José Guedes
TAP Air Portugal
Portugal
DLUGI Olaf
European Regions Airline Association (ERA) Germany
EDWARDS Kurt
US Federal Aviation Administration
France
EFREMOVA Marija
Ministry of Foreign Affairs
The former
Yugoslav
Republic of
Macedonia
EGER Herbert
Lufthansa German Airlines
Germany
FEDERSPIEL Benedicte
BEUC
Denmark
FERREIRA Ilda
INAC
Portugal
FLOCARD Charles
FATURE
France
FLOOK Alan
International Federation of
Travel Operators (IFTO)
United Kingdom
FOLLIOT Michel
Air France
France
FORTE Atilio
Confederação do Turismo Português
Portugal
FRAGOSO Ana
ANA - Aeroportos de Portugal
Portugal
FRANCO Rui Soares
Direccão Geral do Turismo
Portugal
FRISQUE Marc
IACA
Belgium
FRYE Ann
Department of the Environment,
Transport and the Regions
United Kingdom
FUSCAGNI Fabrizia
Rome Airport
Italy
GALLISTL Wolfgang
Vienna Airport
Austria
GARCIA Fernando
GAERE
Portugal
GARY Martin
Austrian Airlines
Austria
GIULIANO Franco
ENAC
Italy
GOMES Carlos
INAC
Portugal
GOUVEIA Sara Luisa
Cabinet of Secretary of State
for Consumer Protection
Portugal
GRAFF Pierre
Direction générale de l'Aviation civile
France
GRAU TANNER Carlos
Swissair
Switzerland
88
Name
Administration/Organisation
Countr y
GRIFFINS Roy
Department of the Environment,
Transport and the Regions
United Kingdom
GRILO Pedro
Portuguese National Disability Council
(CNOD)
Portugal
GULOTTA Rosa Maria
Alitalia
Italy
HAGEN Bjorn
Scandinavian Airlines (SAS)
Sweden
HAMER Ian
FATURE
United Kingdom
HAMON Philippe
ACI Europe
Belgium
HANSEN John
Scandinavian Airlines (SAS)
Sweden
HEIJER Birgitta
State Secretary, Ministry of Industry,
Employment and Communications
Sweden
HERBANE Eric
EU Airport Co-ordinators Association
(EUACA)
France
HERRERO Elvira
Iberia
Spain
HUME John
ACI Europe
Belgium
HUMPHREYS Barry
Virgin Atlantic Airways
United Kingdom
JANKOVEC Olivier
Air France
France
KACSICH Thomas
Ministry of Transport
Austria
KARIMOV Dmitri
IATA
USA
KEARNEY Tadhg
Air Transport Users Council (ATUC)
Ireland
KERAMIANAKIS Emmanuel
Hellenic Civil Aviation Authority
Greece
KJELLIN Henrik
Ministry of Justice
Sweden
KLEIN Henri
Ministry of Transport,
Directorate of Civil Aviation
Luxembourg
KOCHUBEI Mykhailo
State Department of Aviation Transport
Ukraine
KOPLIN Klaus
Joint Aviation Authorities (JAA)
The Netherlands
KOSTOPOULOS Konstantinos
Lawyer (air transport law)
France
KRIZAJ Marjana
Ministry of Transport
Slovenia
KUPKA Angelika
ECAC
France
LAHAYE Michèle
SABENA
Belgium
KESSLER Peggy
89
Name
Administration/Organisation
Countr y
LEGNANTE Sergio
ENAC
Italy
LESTAU SAENZ Marta
General Directorate of Civil Aviation
Spain
LEVEAU Marion
ECAC
France
LOTHE Torbjørn
Ministry of Transport and Communications
Norway
LUMSDEN Gerry
ECAC
France
LUNDBERG Henrik
Civil Aviation Administration
Sweden
MACEY Scott
US Department of Transportation
USA
MANASSIEV Ludmil
Civil Aviation Administration
Bulgaria
MARIN MARTINEZ Antonio
European Commission
Belgium
MARKUSDOTTIR Kristin
Ministry of Transport and Communications
Iceland
MARTIN Philip
FATURE
United Kingdom
MARTINS Eduardo
YES Linhas Aéreas Charter
Portugal
MARTINS SANCHES Fernando
Euroatlantic Airways
Portugal
McAULIFFE Conor
IATA
USA
McKINLEY Nancy
International Airline
Passengers Association (IAPA)
USA
MEAD Kenneth
US Department of Transportation
USA
MELO ANTUNES Fernando
ANA - Aeroportos de Portugal
Portugal
MELO CORREIRA José
INAC
Portugal
MERCANTI Evana
Rome Airport
Italy
MERIMI Jamila
Royal Air Maroc
Portugal
MIRPURI Paulo
Air Luxor
Portugal
MOSER Ines
PGA Portugalis Airlines
Portugal
MUIRHEAD Geoff
ACI Europe
United Kingdom
NAESLUND Olle
Scandinavian Airlines (SAS)
Sweden
NAGATA Koki
IATA
Switzerland
NASEIMENTO Maria Leandra
Instituto do Consumidor
Portugal
NEUMEISTER Karl-Heinz
Association of European Airlines (AEA)
Belgium
O'BRIEN Caitriona
Department of Public Enterprise
Ireland
90
91
Name
Administration/Organisation
Countr y
OSTERBERG Lars
Ministry of Industry,
Employment and Communications
Sweden
OVIDIO Luis
INAC
Portugal
PALMA Albino
INAC
Portugal
PARKINSON John
Department of the Environment,
Transport and the Regions
United Kingdom
PEREIRA Joaquim
Instituto do Consumidor
Portugal
PEREZ BLANCO Jesus
General Directorate of Civil Aviation
Spain
PESCHANA Olena
State Department of Aviation Transport
Ukraine
PETERSON Toomas
Civil Aviation Administration
Estonia
PETROVA Irina
Civil Aviation Administration
Bulgaria
PIANESE Simona
SEA Milan Airports
Italy
PILAR Norberto
TAP Air Portugal
Portugal
PINTO Fernando
TAP Air Portugal
Portugal
PINTO Fernando
Air Luxor
Portugal
PINTO Vera
Sindicato Nacional do Pessoal de
Voo da Aviação
(Portuguese Cabin Crew Union)
Portugal
PROBST Claude
European Commission
Belgium
PUOTI Ambra
ENAC
Italy
QUARANTA Alessio
ENAC
Italy
QUEIROZ José
TAP Air Portugal
Portugal
QUINTAS RIBEIRO Fernando
Meteorological Institute
Portugal
REMMEN Jacques
Ministry of Transport,
Public Works and Water Management
The Netherlands
ROMA Alfredo
President of ECAC
Italy
ROUNTOVA Maria
Civil Aviation Administration
Bulgaria
RYAN Martin
British Airways
United Kingdom
SANMARTI Enrique
General Directorate of Civil Aviation
Spain
SANTOS Silvia
INAC
Portugal
SANTOS VIEGAS
Maria de Fatima
INAC
Portugal
Name
Administration/Organisation
Countr y
SCHMIDT Thilo
Ministry of Transport,
Building and Housing
Germany
SEQUEIRA RIBEIRO Antonio
INAC
Portugal
SERGIO Rui
NAER - Novo Aeroporto
Portugal
SI'POS Attila
Malev Hungarian Airlines
Hungary
SIMPSON Helen
Civil Aviation Authority
United Kingdom
SKOGBERG Sverker
Finnair
Finland
SKOGSTAD Per-Arne
Civil Aviation Authority
Norway
SMETHERS Michael
Department of the Environment,
Transport and the Regions
United Kingdom
SMITH Ken
IACA
United Kingdom
SMITHIES Richard
IATA
Switzerland
SPINETTA Jean-Cyril
Association of European Airlines (AEA)
France
STEVENS Maria
Ministry of Transport
Belgium
STOLC Jaromír
Ministry of Transport and Communications
Czech Republic
SUHR Matthias
Federal Office for Civil Aviation
Switzerland
THORSTEINSSON Astridur
Civil Aviation Administration
Iceland
THURMES Aby
Luxair
Luxembourg
TOFFIN Yves
Ministère de l'Equipement,
des Transports et du Logement
France
TORBIORN Kjell
Parliamentary Assembly
of the Council of Europe
France
TRENNER Simone
ECAC
France
TYLER Rosemary
FATURE
United Kingdom
VALICKOVA Radmila
Ministry of Transport,
Posts and Telecommunications
Slovak Republic
VAN DER GOOT Marten
KLM
The Netherlands
VAN DITMARSCH Maarten
Dutch Council of the Disabled
The Netherlands
VAN WIJK Cor
Directorate General of Civil Aviation
The Netherlands
VAN WIJK Leo
KLM
The Netherlands
WOLFENSTEIN Robert
ECAC
France
92
93
Name
Administration/Organisation
Countr y
YUKSEL Sefik
Association of European Airlines (AEA)
Belgium
ZBIRALOVA Jaroslava
Ministry of Transport and Communications
Czech Republic
ZELENKOV Victor
State Department of Aviation Transport
Ukraine
Acknowledgements
ECAC and the European Commission wish to convey their sincere thanks
to the Instituto Nacional de Aviaçao Civil (INAC), Ministerio do Equipamento, do
Planeamento e da Administraçao do Territorio for their assistance in organising
and hosting the event
Remerciements
La CEAC et la Commission européenne adressent leurs sincère remerciements
à l’Instituto Nacional de Aviaçao Civil (INAC), Ministerio do Equipamento, do
Planeamento e da Administraçao do Territorio pour leurs concours dans
l’organisation et la tenue de cette rencontre
EUROPEAN CIVIL AVIATION CONFERENCE
CONFÉRENCE EUROPÉENNE DE L’AVIATION CIVILE
3 BIS, VILLA EMILE BERGERAT
92522 NEUILLY-SUR-SEINE CEDEX
FRANCE
TEL./TÉL. : +33 1 46 41 85 44
FAX : +33 1 46 24 18 18/47 38 13 67
E-MAIL : ecac@compuserve.com
WEB SITE/SITE WEB : http://www.ecac-ceac.or g