New EU Survey Results assess European passenger needs, level of service and treatment
A Survey undertaken by the European Commission and published earlier this month identified a number of critical issues and passenger concerns such as a general need to improve consumer protection, more customer participation and criticism of voluntary consumer protection schemes, particularly complaint management. In spite of the wide range of existing service guarantees and customer charters, only 5 per cent of Europeans are aware of their existence. There are remarkable differences between modes of transport and countries as well. At times these standards vary substantially even between operators within the same country. The most advanced customer charter can be found in the rail sector, followed by air travel and the maritime sector coming in last. Finally, it should be stressed that the actual implementation of charters is still the main weakness in ensuring consumer protection and rights.
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