INFORMATION FOR PASSENGERS
1.44 In the market place
in which air travel is sold, it is vital that intending passengers
are provided with sufficient information to make informed choices.
We recommend the Government to require airlines and their
agents to provide more information for passengers at the time
of booking on:
(a) the size of seat that is on offer, using
unambiguous standardised definitions;
(b) options for pre-booking seats, particularly
those with extra leg-room;
(c) whether smoking will be permitted on the
flight in question;
(d) the need for sub-aqua divers to ensure that
the effects of any recent diving will not create an additional
hazard when they fly;
(e) the need for intending passengers to satisfy
themselves that they are generally fit to fly - not only for their
own health (particularly in relation to DVT) but also for that
of others; and
(f) in the case of long-haul passengers, measures
to deal with the effects of jet-lag. (Paragraph 9.5)
1.45 The importance of fitness to fly needs to be
given suitable prominence. We recommend that, at every
ticket sale point and in every doctor's surgery, there should
be a small display card asking intending passengers, "Are
you fit to fly?" To help them find the answer, this could
offer a short and user-friendly note of guidance. (Paragraph
9.6)
1.46 Passengers need to be reminded on boarding and
in-flight about the simple measures that minimise any risk of
flight-related DVT, and of the simple measures to alleviate head
pain from pressure changes on take-off and landing. We recommend
the Government to require airlines to provide, immediately before
take-off, a health briefing comparable to the already required
safety briefing, backed up by a standardised card in seat-back
pockets. We were pleased that the Minister acknowledged the merits
of this. (Paragraph 9.8)
COMPLAINTS PROCEDURES
1.47 We recommend
airlines to review their systems and procedures for dealing with
passenger concerns and complaints so that passengers do not feel
that they are being forced to deal with lawyers and insurers from
the outset. This review should include considering the case for
an independent "ombudsman". (Paragraph 8.60)
1 Abbreviations in this Report are explained at their
first mention and also summarised in Appendix 6. Back
2
The American Society of Heating, Refrigerating and Air-Conditioning
Engineers is rarely referred to by other than its acronym. Back
3
High efficiency particulate air filters. Back