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Airlines during COVID Outbreak - Coggle Diagram
Airlines during COVID Outbreak
Consumer Rights Involved
Right to Representation/be Heard
Violated:
They declined to comment about their updated agreements. Emails to them went unanswered. British Airlines: even when emails were able to get through, response given was not informative
The ability of consumers to raise complaints and concerns about their products in order to handle their problems efficiently and in a responsive manner.
Up held:
Not Up held
Right to Redress
To receive a fair settlement of just claims, including compensation for misrepresentation, shoddy goods or unsatisfactory services.
Violated:
Airlines refused to refund passengers whose flights were canceled due to the COVID-19 and did not provide further information on resolving the situaiton. Consumers was not given a proper and effective path to get refunds and the only possible way was to organize class actions but this opposes the agreement
Up held:
Informed the consumer that a refund will not be possible.
Right to Consumer Education
To acquire knowledge and be educated on consumer protection
Violated:
Consumers did not get educated on a solution to resolve refunds during special situations (pandemic),
but airlines did not have the knowledge on that since it was not common
Up held:
Consumers are given the advice to revise and agree upon the terms and conditions before purchasing flight tickets.
Laws on anti class action were established before the pandemic occurred
Right to Healthy Environment
A consumer has the right to live & work in an environment that is non threatening and one that is also good for future generations.
Up held:
Both consumers and employees prevented crowding as flight is cancelled
Violated:
Did not violate
Article Summary
COVID outbreak
Many airline company got sued from canceling flights yet earning consumer's money
US small courts
US: small-courts are not effective so it is hard for individuals to sue airlines
Consumers try to start/join class actions but contract agreed upon booking has
No Class Action
clause
"British Airways hasn’t said a word about what they are going to do, and then the first email we get is about class action and binding arbitration. It’s pretty tone-deaf, if you ask me.”
Before COVID
Establish contract/agreement between airlines and consumers that
disputes will need to be settled with private arbitration
and
no courts or starting/joining class action lawsuits
Who
AvGreeks (American Airlines) and British Airways
Consumer Rights not Involved
Right to safety:
Not applicable; Consumers bought tickets from reliable sources and does not take any risk of being injured
Right to choose:
Not applicable; Consumer had the right to choose from various airline companies but the scenario occurred after purchase
Right to Be Informed:
Not applicable; Consumers were informed about the information about the product and the pandemic has nothing to do with it
Right to Basic Needs:
Not applicable; Scenario focuses about refunds and flight could be considered as luxurious S&P in most cases