Target Learner: Check-in and passenger services personnel, and those involved in company policies relating to no-shows, refunds, overbooking, and revenue and yield management.

This course covers ICAO’s core principles of Consumer Protection in Aviation. Along with the continuing liberalisation of air transport regulation, the protection, and improvement of airline passenger rights have gained greater importance. ICAO developed guidance material in such areas as conditions of carriage, fare guarantee, baggage, tariff disclosure, denied boarding, consumer protection, and code sharing.

These topics are all covered in ICAO Doc 9587 (The Economic Regulation of International Air Transport). Note: Consumer protection is just one aspect of the guidance material in ICAO Doc 9587.

Course Objectives:

After completion of this course, learners will be able to:

1. Handle passenger inquiries regarding refunds with a higher level of understanding of consumer protection in aviation.

2. Recall ICAO’s Core Principles of Consumer Protection.

3. Recognise the importance of tracking the cause of flight delays as well as the importance of efficient baggage handling processes.

4. Describe the importance of policies regarding consumer protection and the possible influences and outcomes.