Passenger Rights workshop
19-20 September 2019
On 19 and 20 July, the EU-China Aviation Partnership Project (APP) held a workshop dedicated to passenger rights. The activity provided an opportunity to further exchange approaches and practices in Europe and China securing the legal rights of air travelers, following an earlier experience exchange organised by the project on passenger rights in 2018 in Europe.
In preparation of the workshop, experts from European National Enforcement Bodies visited the CAAC Consumer Affairs Center, to learn about how passenger complaints are processed and settlement is facilitated in China. Subsequently, during the two-day workshop representatives from Chinese and European authorities presented their respective regulation, as well as oversight, complaints management, and law enforcement mechanisms. Furthermore, CAAC presented its new passenger services management regulation. Services for passengers and experiences related to delays and cancellations from the perspective of the airlines were shared by industry representatives. Contributing presentations were provided by IATA, Air China, China Eastern Airlines, and China Southern Airlines.
Lively discussions were held following the many questions raised by participants, facilitating a fruitful dialogue between industry and authorities. It became clear that the domain of passenger rights is evolving in line with overall aviation developments. In that respect, the workshop exchanges informed and were seen as useful input to planned revisions of passenger rights regulations.
The workshop was well attended, with representation from among others EASA, the Spanish Civil Aviation Authority (AESA), the Croatian Civil Aviation Agency, CAAC Headquarters and regional Administrations, the Civil Aviation Management Institute of China, the CAAC Consumer Affairs Center, IATA, and various European and Chinese airlines and airports.