Consumer Protection in Air Transport

3-day (24 hours) classroom course

EU air passenger protection rules can prove costly for airlines that are not familiar with the claim process, court case precedents and other caveats. IATA’s Consumer Protection in Air Transport course provides a clear overview and interpretation of the EU Regulation 261/2004 that will improve how you handle passenger claims when applicable. You will also gain insight into other EU air passenger protection rules for fare transparency, passengers with reduced mobility, as well as similar rules in other regions.

Course code: LRC012VEEN02

Course format

• This classroom course provides 3 days (24 hours) of instruction delivered by an official IATA Instructor.
• Take this course at an IATA Training Center, Regional Training Partner, or on-demand as in-house training.
• Student performance will be based on an assessment.

Prerequisites

• IATA will filter the registrations to accept or reject candidates for this course.
• Recommended level is Intermediate.
• The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or the equivalent level for other languages.

How to register

• When you click the Register button, you will be directed to log in to your Training Account.
• Register early and save up to 25% at our Training Centers! Please read the Terms and Conditions for the early bird discount.

In-house training

To arrange in-house training for your company, please complete the in-house training request form or contact the Training Specialist in your region.

On completion of this course, you will be able to:

• Relate the nuts and bolts of air passenger protection regulations and apply them to your day-to-day operations
• Know how to handle passenger claims, including delays and more
• Practice your skills through a '"moot court" session based on a passenger right case

The key topics that are covered during this course include:

• Current EU air passenger rights legislation and case law
• Proposed revision of EU air passenger rights legislation
• EU legislation on passengers with reduced mobility
• Non-EU passenger protection regulations
• Pricing, advertising regulations, and other passenger protection provisions
• Liability for passenger injury, baggage and delay under the Montreal and Warsaw Convention
• Revised package travel directive
• Handling passenger claims
• Procedural law aspects

Activities

• Lectures
• Case studies
• "Moot court" sessions based on a case

This course is only available for:

• Airline staff working in legal, station management, customer care, strategy and others
• Civil aviation authority and government officials
• Airport staff

An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on all exercises and exams. A special distinction is awarded to participants obtaining a grade of 90% or higher.