Friendly Flying has issued a number of remarks to the draft of Interpretative Guidelines in the field of air passenger rights. The remarks are summarised below:
Remark no 1
The passengers who submitted complaints to the carriers and where technical defects are the reason of cancellation/ long delay, passengers should be provided with full and complete information.
Remark no 2
There is no reference within the document on industrial actions (labour strikes), which affect air passenger every year.
Remark no 3
The Interpretative Guidelines read that passengers’ complaints to a National enforcement body should be made only when they have first complained to the air carrier and disagree with the air carrier’s answer. However the reality shows that there are cases in which some airlines do not answer passengers at all or the answer is made after two or more months. In addition to it, some air carrier insist on passengers to provide the complaint in selected languages (which means in reality reject it), saying as they do not have staff to read and understand all languages of EU countries, the airline operates to.
Remark no 4
Introduce within the Interpretative Guidelines a good practice in the field of communication of results of the assistance provided by NEB to the air passengers. The passengers should be informed (at least yearly) by public announcement by local NEB with some basic statistical data.
Remark no 5
Introduce within the Interpretative Guidelines a good practice in the field of communication of performance of the ADR entities in disputes between air passengers and airlines.
The full version of Friendly Flying’s remarks can be downloaded here.