Ticketing Lesson 3

• Major Rights of an Air Passenger

  • Right to be provided with accurate information before purchase
  • Right to receive the full value of the service purchased
  • Right to compensation
• RIGHT TO RECEIVE THE FULL VALUE OF THE SERVICE PURCHASED

  Right to be Processed for Check-In

  • A passenger shall not be considered late or a no-show, and shall not be denied check-in if he or she is within the air carrier’s cordoned or other designated check-in area at least one (1) hour before the published Estimated Time of Departure (ETD), or within the prescribed time set by the air carrier
• RIGHT TO RECEIVE THE FULL VALUE OF THE SERVICE PURCHASED

  Right to Sufficient Processing Time

  • Check-in counters in international airports and in other airports designated by the DOTC must be open at least two (2) hours before the (ETD).
  • A separate dedicated counter must be opened for a flight nearing check-in deadline to facilitate the checking in of passengers at least one (1) hour before the published ETD.
  • There must be at least one (1) check-in counter which will prioritize PWDs, senior citizens, and persons requiring special assistance or handling, if practicable.
• FOR ALL OTHER AIRPORTS, check-in counters must be open at least one (1) hour before the ETD.
• Right to Board Aircraft for the Purpose of Flight

  General Rule: A passenger cannot be denied the right to board the aircraft without his consent.
• In case of overbooking:

  • The airline/air carrier must look for volunteers willing to give up their seats.
  • If the number of volunteers is not enough, the air carrier shall increase the compensation package until the required number of volunteers is met. This is known as the “auction system.”
• Right to Compensation and Amenities in Case of Cancellation of Flight

  • Situations of Cancellation: Cancellation at least 24 hours before the ETD, attributable to the air carrier. Rights of Passengers: To be notified beforehand of the fact of cancellation; Rebook or reimburse the passenger, at the option of the latter
• Right to Compensation and Amenities in Case of Cancellation of Flight

  • Situations of Cancellation: Cancellation at least 24 hours before the ETD, attributable to the air carrier. Rights of Passengers: To be notified beforehand of the fact of cancellation; To amenities (may include food and drinks, hotel accommodations, etc.); To be reimbursed of the value of the fare, taxes and surcharges, and other optional fees; To be endorsed to another air carrier without paying any fare difference; To rebook the ticket without additional charge
• Right to Compensation and Amenities in Case of Cancellation of Flight

  • Situations of Cancellation: Cancellation due to other causes (i.e. force majeure, safety and/or security reasons). Rights of Passengers: To be reimbursed of the full value of the fare
• Hours of Delay: Terminal delay of at least three (3) hours after the ETD, whether or not such is attributable to the carrier.

  Rights of Passenger:

  • To avail of refreshments or meals
  • To free phone calls, texts or e-mails, and first aid, if necessary
  • To rebook or refund his/her ticket
  • To be endorsed to another carrier
• Hours of Delay: Terminal Delay of at least six (6) hours after the ETD for causes attributable to the carrier.

  Rights of Passengers:

  • To consider the flight cancelled for the purpose of availing the rights and amenities provided for in case of actual cancellation
  • Additional compensation equivalent to at least the value of the sector delayed
  • To board the flight if it takes place more than six (6) hours after the ETD and the affected passenger has not opted to rebook and/or refund.
• Hours of Delay: Tarmac Delay of at least two (2) hours after the ETD

  Rights of Passenger:

  • To sufficient food and beverage
• Right to Compensation for Delayed, Lost, and Damaged Baggage

  The Passenger has the right to:

  • Be informed of the fact of off-loading
  • Php2,000 compensation to the passenger for every twenty-four (24) hours of delay
  • Refund of checked baggage fees if the baggage was not delivered within twenty-four (24) hours from the arrival of flight
• Right to Compensation for Delayed, Lost, and Damaged Baggage

  (If the baggage is lost or if it suffered any damage)

  The Passenger has the right to:

  • FOR INTERNATIONAL FLIGHTS: The relevant convention shall apply.
  • FOR DOMESTIC FLIGHTS: The passenger has the right to a maximum amount equivalent to half of the amount in the relevant convention (for international flights) in its Peso equivalent.
• Right to Compensation for Delayed, Lost, and Damaged Baggage

  The Passenger has the right to:

  • PRESUMPTION OF LOSS: If after a period of seven (7) days from when the passenger or consignee should have received the baggage and it is not delivered, it is presumed lost
• Right to Compensation in Case of Death or Bodily Injury of a Passenger

  • FOR INTERNATIONAL FLIGHTS: The relevant convention and inter-carrier agreements apply
  • FOR DOMESTIC FLIGHTS: Compensation will be based on the stipulated amount in the relevant convention that governs international flights
• Right to Immediate Payment of Compensation

  PAYMENT MUST BE AVAILABLE TO THE AFFECTED PASSENGER:

  • at the air carrier’s counters at the airport on the date when the incident occurred, or
  • at the main office or any branch of the air carrier, at the discretion of the passenger

  MODE:

  • By tendering a check, or
  • Cash, or
  • The document necessary to claim the compensation or benefits. The document shall be convertible to cash within fifteen (15) days from the date when the occasion occurred