Public consultation on air passenger rights Stakeholder Hearing Regulation (EC) 261/2004 « APR Regulation »

| 2 Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010 QUESTIONS RELATING TO THE APR REGULATION (261/2004) QUESTIONS RELATING TO THE APR REGULATION (261/2004) Questions on Reporting obligations under the APR Regulation

| 3 Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010 REPORTING OBLIGATIONS FOR AIR CARRIERS. Do you think that air carriers should regularly report to the national enforcement bodies on their implementation of the APR Regulation, notably on the number of incidents, the routes and peaks of the day/year where incidents happen more often, or the redress offered to passengers under the Regulation?

| 4 Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010 Overview of responses

| 5 Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010 Reporting by NEBs on their activities. Do you think that the national enforcement bodies should regularly report on their activities, including a description of the action taken to implement the APR and PRM Regulations, details of the sanctions applied, statistics on complaints and sanctions applied, and information on major court cases?

| 6 Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010 Overview of responses

| 7 Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010 QUESTIONS RELATING TO THE APR REGULATION (261/2004) Questions on Air carrier complaint handling and settlement of disputes

| 8 Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010 Question on harmonisation on complaint handling procedures. Do you think the complaint handling procedures of air carriers should be harmonised?. If yes, through » EU law » Voluntary agreements

| 9 Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010 Overview of responses

| 10 Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010 Overview of responses If complaint handling procedures of air carriers are to be harmonised, this should be through:.. EU law.. Voluntary agreements

| 11 Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010 Question on motivated response from air carriers. Do you think that air carriers should in all events be obliged to provide passengers with a motivated response to their specific complaints within a fixed deadline and be sanctioned if they do not comply?

| 12 Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010 Overview of responses

| 13 Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010 Main conclusions. National authorities favour regular reporting by air carriers (52%) and by NEBs (68%). They also support the harmonisation of complaint handling procedures (60%) through EU law (70.6%). Finally, they are generally in favour of requiring air carriers to provide passengers with a motivated response to specific consumers’ complaints (60%).. The industry group strongly opposes regular reporting by air carriers (66.7%) but agrees with imposing a reporting obligation on NEBs (56.9%). Two-thirds of this group are against harmonisation of complaint handling procedures (70.8%). For those in favour, a majority prefers harmonisation through EU law (82.4%). The industry group opposes a requirement to provide passengers with a motivated response to specific consumers’ complaints (66.7%).

| 14 Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010 Main conclusions, cont.. The consumer group is in favour of regular reporting by air carriers (87.2%), as well as by NEBs (87.6%). It is also in favour of harmonisation of complaint handling procedures (86.8%), the large majority of respondents through EU law (87.3%). The consumer group also strongly agrees to require air carriers to provide passengers with a motivated response to specific consumers’ complaints (89.7%).. Airports are in favour of regular reporting by air carriers (64.3%), as well as by NEBs (64.3%). They also support harmonisation of complaint handling procedures (50%), the large majority of respondents through EU law (71.4%). They also strongly agree to require air carriers to provide passengers with a motivated response to specific consumers’ complaints (92.9%).

| 15 Public Consultation on APR – Stakeholder Hearing - Brussels, 28 June 2010 PUBLIC CONSULTATION ON AIR PASSENGER RIGHTS Thank you.