Consumer Protection
Airlines, passengers, and governments have a shared goal: getting to destinations comfortably and on-time. Airlines are committed to looking after their customers and, due to the fiercely competitive market, are highly incentivized to do so.
When things do not go according to plan, airlines agree with the concept of passenger protection to underline this commitment. But the proliferation of passenger rights regimes around the world creates difficulties for the industry and confusion for customers. In addition, prescriptive regimes can have unintended consequences for consumers, including higher fares, lower connectivity, and greater inconvenience. We need to strike the right balance between protecting passengers and industry competitiveness.