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Should we trust airlines to improve passenger rights?

American Airlines has just announced that it is making policy changes to better improve its airline services. This came after despite the news of a proposed Passengers’ Bill of Rights. However, are these new policy changes reliable?


Nevertheless, legislation on passenger rights, which have existed since 1999, has only just amounted to plans and goals implemented by airlines but were not really integrated in the contract of carriage. Airlines came up with various customer service plans and customer commitments, voluntary promises that are definitely made to be broken.

The bottom line is that although it’s wonderful how all these airlines have come up with their own service plans and commitments to improve customer experience, it wouldn’t really hold much weight if these are not incorporated into the contract of carriage.

For more articles on airlines and passenger rights, check Upgrade: Travel Better.