By EDU LOPEZ
The government has approved the air passenger bill of rights after three public hearings and consultation conducted by the Department of Transportation and Communications (DOTC) and the Department of Trade and Industry (DTI).
Airline companies are obliged to provide passengers with compensation and amenities such as meals, hotel accommodations, transportation to and from the airport, and communication, in case of cancellation or flight delays.
Passengers have the rights to be provided with accurate information, full value of the service purchased, compensation in cases of delay, cancellation, and delayed, lost or damaged baggage.
With the implementation of the bill of rights, passengers in the air sector will be assured of protection against perceived unfair policies and practices of airline companies.
The regulation would take effect 10 days after its publication in major dailies.
The three public hearings were attended by various stakeholders including representatives of airline companies, consumer groups and other concerned citizens, who actively presented their comments and suggestions to develop the regulation.
The public consultations also involved the participation of other government agencies such as the Department of Tourism and the offices of several Senators and Congressmen.
The latest version of the DOTC-DTI Joint Administrative Order (JAO) now covers international airlines which fly to and from the Philippines and local airlines which fly to international destinations.
The other provisions include the right to full, fair and clear disclosure of the service offered and all the terms and conditions of the Contract of Carriage, the right to clear and non-misleading advertisements and important reminders regarding fares, right against misleading and fraudulent sales promotion practices, transportation and baggage conveyance, sufficient processing time, compensation for delayed, lost and damaged baggage as well as in case of death or bodily injury of a passenger and right to immediate payment of compensation.
Also under the JAO, air carriers shall provide customer service representatives who can address common problems, such as provision of meals and hotel rooms for stranded passengers, settling denied boarding compensation, assist in luggage resolution and settling other routine claims or complaints, on the spot.
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