A Europe for all passengers
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1 A Europe for all passengers DG MOVE-D4 Passenger rights - December 2014 Transport
2 2 conditions for an efficient protection of passenger rights 1. A legal framework to protect passengers 2. Passengers are aware of their rights 2 2
3 EU passenger rights policy 1. The legal framework 3 3
4 EU Passenger Rights Policy All transport modes are now covered : Air - Regulation 261/2004 (since 2005) ongoing revision Rail - Regulation 1371/2007 (since December 2009) Sea and inland waterways - Regulation 1177/2010 (since December 2012) Bus and coaches - Regulation 181/2011 (since March 2013) 4 4
5 Common elements for all modes Non-discrimination Right to information Rights in case of travel disruption Rights for persons with reduced mobility or disabilities Enforcement and access to a system of complaint handling 5
6 Non-discrimination Prohibition of discrimination between passengers with regard to transport conditions and tariffs: Based on nationality, disability, etc. Direct or indirect discrimination Without prejudice to social tariffs 6
7 Right to information Right to travel information Right to information on the ticket price Obligation to inform passengers of their rights 7
8 Rights in case of travel disruption - Assistance - Information on the situation Care: meals, refreshments and accommodation Special assistance in the event of an accident 8
9 Rights in case of travel disruption - Re-routing and reimbursement - Rerouting to the final destination Reimbursement (and return to point of departure) 9
10 Rights in case of travel disruption - Compensation - Compensation for death or injury Compensation in case of cancellations and delays Compensation for loss or damages to luggage 10
11 Persons with reduced mobility Prohibition of discrimination: booking and boarding cannot be refused on grounds of disability or reduced mobility, except for security reasons or due to design of vehicles/infrastructure Accessibility (e.g. technical standards for access to infrastructure and vehicle) Free assistance; pre-notification of assistance needs, training Provision of information in adequate formats 11
12 Complaint-handling and enforcement Transport operators shall handle complaints Member States shall put in place National Enforcement Bodies (NEBs) and a regime of sanctions for non-compliance with the Regulations NEBs shall monitor the application of the Regulations, handle complaints concerning infringements to the Regulation and cooperate between themselves Commission monitors compliance with the Regulations, provides interpretative guidance and organises meetings with NEBs, possibility to take formal measures in case of noncompliance 12
13 Passenger Rights: current priorities Completion of the Revision of the Air Passenger Rights Regulation More uniform interpretation Balance between passenger expectations and burden on industry Improved enforcement Increase passenger rights awareness Continuity of services in case of major disruption Clarify the concept of extraordinary circumstances Effective implementation of the EU legislation on passenger rights by Member States, in particular in waterborne and bus & coach transport 13
14 Passenger Rights: future developments 2015: Interpretative guidelines regarding passengers in rail transport; report on domestic exemptions Report on waterborne passenger rights Regulation 2016/2017: Possible revision of the Rail Passenger Rights Regulation Possible new initiative on passenger rights in multimodal transport Report on bus & coach passenger rights Regulation 14
15 EU passenger rights policy 2. Raising passengers' awareness 15 15
16 COMMUNICATION AND INFORMATION POLICY Information Campaign million leaflets to be distributed until posters to be displayed in transport hubs until Distribution of Key Messages through Social medias: - e-format: Website + Smartphone app - e-media: Videos + Facebook, Twitter -Organisation & participation in public events -Passenger Rights Ambassador Campaign To order leaflets or posters: send an to: MOVE-INFOCAMPAIGNMATERIAL@ec.europa.eu 16 16
17 Thank you Your Passenger Rights: europa.eu/youreurope/citizens/travel/passenger-rights Europe Direct: European Consumer Centre: ec.europa.eu/consumers/ecc Transport
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