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. In this short video Chaitan Jain from IATA External Affairs explains why.
Partnering to strike the right balance
Airlines already have many policies in place to ensure passengers are looked after, for instance the
voluntary commitment (pdf) to repatriate passengers in Europe. IATA members have also unanimously agreed
core principles on consumer protection (pdf). These examples, and others, show that the industry is able to safeguard passenger interests without the need for prescriptive government regulation.
It is vital that governments, regulators 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.
Rather than regulations “defending” passengers, they should be framed as a partnership between consumers and the industry, aimed at encouraging competition, innovation, consumer confidence and enhanced air connectivity.
Our positions on consumer protection