Airline Passenger Rights encompass a broader concept than just monetary compensation. It is a set of legal guarantees that protects the passenger, as the weaker party in the contract, from the airline's arbitrariness. These rights include standards for receiving information, dignified treatment, assistance for persons with disabilities, and service quality. In Georgia, as part of the European family, passengers have the right to demand not only transportation to their destination but also that this process be conducted comfortably and with dignity, in compliance with statutory rules.
What does Passenger Rights protection cover?
Lawyers specializing in passenger rights ensure client protection in matters that often go unnoticed:
- Right to Information: The airline's obligation to provide timely and clear information to the passenger regarding flight status, reasons for delay, and their rights.
- Right to Care: The airline's obligation to provide the passenger with food, drinks, communication means, and hotel accommodation during flight disruptions, regardless of the cause.
- Rights of Persons with Disabilities: Protection of persons with reduced mobility from discrimination, providing specific assistance at the airport and on board (e.g., wheelchair provision) without extra charge.
- Re-routing: The passenger's right to demand transportation to the destination by the shortest route, even via another airline, if the original carrier cannot fulfill its obligation.
- Consumer Rights: Protection against unfair contract terms, hidden fees, and misleading advertising.
Common Situations and Needs
Violations of passenger rights are varied:
- Indefinite Waiting: Passengers are locked in the aircraft for hours waiting for takeoff (Tarmac Delay) without water or fresh air.
- Refusal of Assistance: The airline refuses a blind passenger flight without an escort or refuses to allow a guide dog on board.
- Information Vacuum: The flight is postponed, there is no airline representative at the airport, the hotline is unresponsive, and passengers do not know where to spend the night.
- Ticket Cancellation: The airline cancels the passenger's return ticket because they did not use the outbound ticket ("No-show" policy), which is often legally contestable.
Georgian Legislation and Regulations
The main regulatory documents are the Air Code of Georgia and the Law of Georgia on Protection of Consumer Rights. Specific regulations are outlined in the normative acts of the Civil Aviation Agency, establishing minimum service standards. The rights of persons with disabilities are protected by both aviation regulations and the Law on the Rights of Persons with Disabilities. This legislation obliges airlines and airports to create an adapted environment and ensure equal access.
Service Process
The rights protection process involves:
- Consultation: Informing the passenger about their rights in a specific situation.
- Operational Intervention: If necessary, the lawyer contacting the airline to resolve the problem immediately (e.g., demanding a hotel).
- Administrative Complaint: Submitting a complaint to the Civil Aviation Agency or the Consumer Ombudsman demanding a fine for the airline.
- Systemic Changes: Strategic litigation to change the airline's discriminatory policies.
Why Legal.ge?
Passenger rights are often violated because the passenger does not know what to demand. Legal.ge is a platform connecting you with lawyers who thoroughly know aviation regulations. They will not only help you receive compensation but also ensure that your dignity and rights as a consumer are protected. Do not accept poor service and infringement of rights — find your defender on Legal.ge.
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