Civil Aviation Office of the Republic of Poland - PowerPoint PPT Presentation

Civil Aviation Office of the Republic of Poland Enforcement�of�the�rules�of� Regulation�(EC)�No�261/2004

CONTENTS Legal basis for complaint handling 1. Complaint handling procedure 2. Legal basis for sanctions 3. Financial sanctions 4. Complaint statistics 5. Inspections 6. Inspections statistics 7.

1. LEGAL BASIS FOR COMPLAINT HANDLING The Aviation Law Division�Xa Protection�of�passenger�rights Art.�205a. 1.�The�President�of�CAO�controls�the�compliance�with�the�provisions�of�the�Regulation�(EC)�No 261/2004 (…),� in� the� field� of� observing� the� rights� of� air� transport� passengers,� and� in� particular�of�claim�handling,�referred�to�in�Art.�16�par.�2�of�the�Regulation. (…) Art.�205b. 1.� If� the� complaint,� referred� to� in� Art.� 16� par.� 2� of� Regulation (EC)� No� 261/2004,� has� been� lodged, the�President of�CAO states,�by�issuing an�administrative�decision: 1)�no�violation�of�law�by�the�air�carrier�or� 2)�violation�of�law�by�the�air�carrier,�with�a�definition�of�the scope�of�irregularities�and�fine� set�forth�in�art.�209b�par.�1�and�when�infringement�of� art.�7,�art.�8�item.1�(a)�or�art.� 10�item�2�of�the�Regulation�is�stated,�it�shall�set�forth�duty�to�remove�it�as�well�as�removal� date. 3.�The�complaint,�referred�to�in�par.�1,�shall�be�accompanied�by�the�following�documents: 1)�a�copy�of�complaint�addressed�to�the�carrier, 2)�the�reply�of�the�carrier�to�the�passenger’s�complaint�– if�the�reply�has�been�extended, 3)�confirmation�of�reservation�for�a�certain�flight, 4)�statement�of�compliance�of�copies�of�documents�mentioned�in�poin statement�of�compliance�of�copies�of�documents�mentioned�in�points�1 ts�1 3�with�original� 3�with�original� documents. documents. 5.� The� burden� of� proof� that� the� rights� enjoyed� by� the� passenger� if� the� passenger� is� denied� boarding�or�the�flight�has�been�called�off�or�delayed,�pursuant�to�the�Regulation�(EC)�No� 261/2004�have�not�been�violated,�rests�on�the�air�carrier.

LEGAL BASIS FOR COMPLAINT HANDLING The Administrative Procedure Code Complaint�should�be�lodged�in�Polish�or�English�(proceedings�are�carried�out�in� Polish) Complaint�should�be�originally�signed�by�a�passenger Handling�procedure�is�a�two�instance�procedure Time�limits�of�complaint�handling�(30� 60�days) Complaints�are�handled�on�a�‛case by case’ basis

2. COMPLAINT HANDLING PROCEDURE CAO RECEIVES COMPLAINT CAO CHECKS WHETHER IT FAILS IF NOT, CAO REJECTS UNDER REGULATION COMPLAINT IF YES, CAO CHECKS WHICH NEB IF OTHER NEB IS IS COMPETENT COMPETENT, CAO FORWARDS COMPLAINT TO THIS NEB IF CAO IS COMPETENT, CAO WHEN THERE IS A LACK IF A PASSENGER FAILS TO CHECKS THE FULFILMENT OF OF SOME LEGAL COMPLY WITH THE FORMAL CONDITIONS OF THE REQUIREMENTS, CAO REQUIREMENTS, THE COMPLAINT (ENCLOSED CALLS THE PASSENGER COMPLAINT SHALL NOT BE COMPLAINT SENT TO THE AIR TO SUBMIT FAILING CONSIDERED.HE MAY CARRIER, CONFIRMED DOCUMENTS WITHIN 7 LOGDE A COMPLAINT RESERVATION ETC.) DAYS ONCE AGAIN NOTICE OF COMMENCEMENT OF THE PROCEEDINGS SENT TO THE PASSENGER SUBMITS PASSENGER AND TO THE AIR THE FAILING DOCUMENTS CARRIER. THE AIR CARRIER RECEIVES ALSO A DEMAND FOR EXPLANATIONS

COMPLAINT HANDLING PROCEDURE EXPLANATIONS NOT EXPLANATIONS DOCUMENTS HAVE BEEN RECEIVED FROM THE RECEIVED FROM THE INVESTIGATED BY EXPERTS AIR CARRIER AIR CARRIER DEPARTMENT (AIR OPERATIONAL DEPARTMENT OR TECHNICAL DEPARTMENT) NOTICE OF THE COLLECTION OF EVIDENCES CAO ISSUES A DECISION. THE MAIN PARTS OF THE DECISION WHEN ANY PARTY (A PASSENGER OR AN AIRLINE) DOES NOT HAVE THE RESIDENCE IN POLAND OR DOES NOT KNOW POLISH ARE TRANSLATED INTO ENGLISH. THE DECISION IS SENT TO BOTH PARTIES. IN THE SAME DECISION CAO STATES THE INFRINGEMENT (IF THERE IS ONE) AND (IF THERE IS ONE) IMPOSES SANCTION ON THE AIRLINE. THE PARTIES MAY APPEAL WITHIN 14 DAYS. PARTIES DO A PARTY THE CASE HAS TO VOIVODSHIP SUPREME NOT (OR BOTH) BE RECONSIDERED. ADMINISTR- ADMINISTR- APPEAL – APPEALS IF THE PARTY DOES ATIVE COURT ATIVE AFTER 14 NOT AGREE WITH COURT DAYS THE SECOND DECISION IS DECISION, IT MAY BINDING APPEAL WITHIN 30 DAYS TO VOIVODSHIP COURT

3. LEGAL BASIS FOR SANCTIONS – Aviation Law Division�XIa� Fines Art.�209b.� 1.�A�person�who�breaches�duties�or�conditions�provided�for�in�the Regulations mentioned� in� Article� 209b� (including� Regulation� (EC)� No� 261/2004)� or� does� not� comply� or� complies�improperly�with�the�obligations�arising�out�of�above mentioned�regulations,� shall�pay�a�fine in�the�amount�stipulated�in�Annexe�no�2�to�the�Aviation�Law. 2.�The�fine�for�breach�of�duty�to�care�stipulated�in�art.9�of�the�Regulation�shall�not�be� paid�if�the�carrier�voluntarily�compensates�the�passenger�for�the�lack�of�proper�care� before�the�date�when�the�decision�is�issued. 3.�The�fine for�breach�of�obligation�to�inform�passengers�of�their�rights��stipulated�in�Art.� 14�item�2�of�the�Regulation�shall�not�be�paid�if�the�air�carrier,�despite�its�failure�to� comply�with�his�duty�to�inform�passengers�about their�rights,�has�performed�all�the� other�duties�under�Regulation�(EC)�No�261/2004. 4.�In�the�case�mentioned�in�(3),�it�is�assumed�that�passengers�have�been�informed�about their�rights.

LEGAL BASIS FOR SANCTIONS – Aviation Law The�results�of�obligatory�sanctions�implementation Visible�increase�of�cases�finished�by�an�agreement�between�parties,�which�is�a�basis� for,� using� the� phrase� from� Administrative� Procedure� Code,� ‛discontinuance� of� the� proceeding‛. Voluntary� satisfaction� to� a� passenger� for� the� lack� of� care� before� the� decision� is� issued. Palpably� increased� reponsivity� from� air� carriers� at� each� stage� of� the� proceeding.� They�are�more�active�(in�the�vast�majority�of�cases�they�are�determined�to�provide� Commission� on� Air� Passengers’ Rights� with� evidences� which� could� be� used� as� circumstances�excluding�their�responsibility�for�the�potential�infringment�of�the�rules� of�Regulation�261/2004.�These�documents�(technical�reports,�weather� reports� etc.)� are� analyzed� by� experts� from� Technical� Department� or� Operational Department� ,which�are�organizational�units�within�the�structure�of�the�Civil�Aviation�Office). Less� work� for� the� Commission� on� Air� Passengers’ Rights� with� complaints� on� this� same�flights�– after�one�decision�stating�the�infringement�on�the�concerned�flight,�the� air�carrier�usually�pays�compenstation�to�other�complaining�passengers. Airlines�without�the�residence�or�office�in�Poland,�frequently�do�not�pay�sanctions� which�are�imposed�on�them�for�the�infringement�of�the�Regulation 261/2004.��

4. FINANCIAL SANCTIONS As�for�now:� from�50�to�1200�EUR�for� ��������������������� ������������������ of�the�Regulation�(EC)�No�261/2004. YEAR AMOUNT OF AMOUNT OF DECISIONS IMPOSED FINES* STATING (IN THOUSAND INFRINGEMENT EUR) ** 2006 11 11.000 2007 32 8.931 2008 110 44.131 2009 128 32.840 2010 86 35.749 2011 105 103.584 * Since 1.04.2007 fines have been obligatory ** Exchange rate from the official website of National Bank of Poland, www.nbp.pl (access: May 24, 2012)