INTRODUCTION
When a passenger acquires an airline ticket, he/she does signs a contract of carriage with the airline. As it is with every contract, there are rights and also obligations to be complied with to the letter. In order to improve service, ICAO issued Resolution 04498 of 15 November, 2001, which sets standards that must be met by the traveller and the conveyor.
For this reason, it is recommended that users of this mode of transport carefully read the ticket or service contract that is printed on the back of the same, in order to be aware of their rights and obligations.
AIRPORT PASSENEGR SERVICES (APS): WHAT ARE THEY?
Two definitions are considered here:
Air (Airport) Passenger Services refers to all the services rendered to, or to be rendered to air passengers from their arrival at the airport, processing through the different channels or points (commonly referred to as terminals), till embarking on their flights (for departing passengers) or till leaving the airport (for arriving passengers).
Airport Passenger Services means the organization and handling of passengers, their luggage and their vehicles between the carrying vessel and the terminal, and also includes the processing of personal data and transport of passengers inside the relevant passenger terminal.
ACTIVITIES THAT CONSTITUE AIRPORT PASSENEGR SERVICES
While the following activities constitute passenger services, the list may not necessarily be exhaustive:
- Greeting passengers;
- Airline ticket sales;
- Checking their tickets and passports against the passenger list using computerized systems (Check-in services);
- Giving flight information and directing passengers to departure gates;
- Checking boarding passes at the departure gate;
- Asking security questions;
- Allocating seats and giving out boarding cards and luggage labels;
- Weighing luggage and charging the passenger extra if the luggage is overweight;
- Directing passengers through security and departures;
- Dealing with issues from delayed, cancelled or missed flights;
- Escorting people who require assistance and unaccompanied children; and
- Making announcements on the public address system.
The airline employee whose responsibility it is, to render the APS, is called the Airline Passenger Service Assistant. He is sometimes variously referred to as: Airport Information Assistant, Airline Customer Service Agent or Passenger Handling Agent. He ensures that passengers and their luggage get on the right flight.
TRAVELER’S (PASSENGER’S) OBLIGATIONS TO AIRLINES/SERVICE PROVIDERS
- It is the duty of the Passenger to confirm and reconfirm the quota assigned by the airline and cancel bookings when these cannot be used.
- Check-in on time. It is advised to check-in: Two (2) hours before boarding for domestic flights, and Three (3) hours for international flights.
- Acquaint themselves with the Terms and Conditions attached to the ticket, as well as asking appropriate questions.
- In addition to photo identification, Passengers on international travels are requested to present a Passport/Visa or entry/exit travel documents as well as health or any other document(s) required by the applicable regulations.
- Mandatorily undergo security and safety checks recommended by the government/airport authorities, as well as those authorized by the carrier.
- Be of good behavior at all stages of their journey. Airlines and agencies have a zero policy for unruly behavior. Examples:
– All airport and airline staff deserve to be treated with respect and courtesy;
– Passengers are prohibited from interfering with flight crew and aircraft attendants;
– Offensive, disorderly conduct such as physical assault, verbal abuse or sexual harassment of any airline or service provider staff will attract severe punishment in addition to fines or jail term. - Turn off all cell phones in flight. While safety is the paramount reason here, usage of cell phones in flight is also seen as discourteous to fellow travelers. Passengers who fail to comply may be fined or disembarked from the flight.
- Report any issue, damaged/lost/delayed/pilfered baggage at the airline office to designated airline official before leaving the airport.
PASSENEGR’S RIGHTS
- The right to book and confirm tickets with an airline of your choice;
- The right to full value for your money;
- The right to compensation for flight cancellations, delays, damaged/lost baggage and denied boarding for reasons other than technical, weather conditions, air traffic control restrictions, security risks, and industrial disputes that affect the operation of the flight;
- The right to the provision of a conducive airport environment before, during, and after flights;
- The right to seek redress for all irregularities during your flight;
- The right to timely feedback in respect of matters/complaints lodged with Service providers;
- The right to be fully informed about flight status; and
- The right to be treated with respect and dignity irrespective of race or physical condition.
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CONTRACT BREACH COMPENSATION
Passenger legislation is enforced through the Consumer Protection Regulations of a Contracting State, as promulgated for the protection of the rights of air travelers. All airlines – foreign and domestic – are subject to the provisions of the regulations which prescribe the minimum rights and duties of Passengers and the obligations of Airlines. Generally, where a passenger has need for complaints and wishes to seek redress, he may notify the airport or airline authority via e-mail or any other approved channel.
CONCLUSION
It is important that all Stakeholders (Government, Service Providers, Regulators, Airport Users, and the Flying Public) understand the balance between protecting consumer rights and protecting sustainable air Services. Appropriate regulations, globally coordinated, can give passengers confidence while ensuring the freedom to fly.
REFERENCES
- https:// Providenciatravel.co
- https://www.aerocivil.gov.co
- https://www.lawinsider.com
- https://work.chron.com
- https://www.planitplus.net
- https://national careers.service.gov.uk
This is eye opening