Option consommateurs welcomes the introduction of new regulations designed to improve protection for airline passengers.
The rules adopted in the United States and the European Union may serve as a basis for reflection. Option consommateurs believes, however, that the regulations to be adopted must grant passengers rights and compensation equal to or greater than those provided for in the most passenger-friendly European and American rules.
What's more, in the event of flight disruptions or ramp delays, passengers should be kept regularly informed of how the situation is evolving, what assistance measures are available to them, what compensation they are entitled to, and what recourse they have in the event of dissatisfaction.
available to them, the compensation to which they are entitled, and their recourse in the event of dissatisfaction.
In the case of denied boarding, carriers should be obliged to notify passengers as soon as possible and provide them with assistance measures. They should also
compensate them. These measures and compensation are particularly important in cases of denied boarding due to overbooking, when the air carrier is making a profit on the backs of passengers.
Information should always be conveyed to passengers in both official languages and in plain language. Similarly, air carriers should be required to communicate their fares in clear language and in a format that is easy to read. To highlight certain key information, Option consommateurs recommends the use of information boxes.
When compensation is to be paid to passengers, they should always be able to opt for cash compensation. The compensation process should be simple, and supporting documentation requirements should be flexible and adapted to the circumstances. Air carriers should be required to have an internal complaints handling process, and should inform passengers of their right to complain to the Transportation Agency. Measures should be put in place to facilitate the filing of complaints by passengers.
