The International Air Transport Association (IATA) is stepping up efforts to engage with stakeholders—governments, travelers and consumer groups—on the important issue of consumer protection. There are now over 60 countries with some form of passenger rights regulations, with more countries considering new rules.
“The growing patchwork of consumer rights regimes is leaving travelers confused when they are subject to multiple different passenger rights regimes at the same time. We need an air transport system that balances the need to protect consumers while allowing the airline industry to compete and innovate,” said Paul Steele, IATA’s Senior Vice President for Member and External Relations.
“Consumer protection is not about winners and losers. Everybody wants the passenger to get to his or her destination safely and on schedule. And in an intensely competitive business such as aviation, when things go wrong, airlines have a natural incentive to keep their customers happy—as is the case in any service industry,” said Steele.
“Looking at the nature of some of the regulations being produced, it seems that some governments are ignoring basic commercial principles. And they are producing regulations that do not address the root causes of many travel disruptions. In light of this, IATA and the airlines need to contribute a new perspective to the conversation on consumer protection,” said Steele.
