PASSENGER ASSISTANCE IN AIRPORTS

In order to effectively implement the Air Passenger Bill of Rights (APBR), a contact center was launched on April 2017.

This will augment the Passenger Rights Assistance Desks (PRAD) that were set up at airports nationwide in 2016.


From the initial five airports, an additional 25 commercial airports were set up with PRADs in 2017. An additional 98 Passenger Rights Assistance Officers were also deployed.



The Civil Aeronautics Board (CAB) has also outsourced a contact center provider, DOS-1, as a single point contact for 24/7 passenger assistance or Hotline 165-66. The minimum front-line transactions that will be provided through this hotline include:

1) Answering queries relating to the provisions of the APBR;

2) Providing simple solutions to air passengers’ concerns;


3) Receiving complaints arising from violationof APBR; and

4) Endorsing to airline concerned for immediate resolution.

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AVIATION & AIRPORTS SECTOR UPDATE #16

STREAMLINING AVIATION PROCESS

Upon the directive of Transportation Secretary Arthur Tugade, the Civil Aeronautics Board (CAB) was able to streamline the checklist of requirement by reducing the number of documents being required from applicants of a Permit to Operate Air Transportation Services.

From the maximum number of 36 requirements for original applications, CAB reduced them to six basic requirements; while for renewal, CAB cut the requirements from a maximum of 24 requirements to only three basic requirements.

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AVIATION & AIRPORTS SECTOR UPDATE #17

SENIOR CITIZENS AND PWD DISCOUNT ON ONLINE BOOKING

Senior citizens and Persons with Disabilities (PWDs) may now avail of a 20% discount when booking a domestic flight online.

The Department of Transportation - Civil Aeronautics Board approved yesterday, 13 July 2017, the Resolution requiring local airlines to give a 20% discount on tickets purchased via the carrier’s website or a mobile application. Prior to this, the discount was only applied to face to face transactions.

Under the Resolution, senior citizens, PWDs, or their representatives must input the passenger’s details including date of birth and ID number indicated in the Senior Citizen or PWD card.

Representatives must input the passenger’s details including date of birth and ID number indicated in the Senior Citizen or PWD card.

CAB directed airlines to establish in their websites the necessary system to be able to process the 20% discount based on the actual fare, including promotional fares that were directly sold by the airlines.

The discount, however, shall not cover lawful taxes and other fees and charges imposed in relation to domestic air travel.
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