AIR PASSENGER RIGHTS: PRATICAL ASPECTS OF COMPLAINT HANDLING – 2 days
Program
1 – Air passenger rights. The different liability regimes and the obligations weighing on the carrier
- The Warsaw Conventions of October 12, 1929 and the Montreal Conventions of May 28, 1999
- European Regulations (common rules on compensation and assistance to passengers in the event of denied boarding and the cancellation or significant delay of a flight, regulations on the rights of disabled or mobility impaired air passengers, etc.)
2 – Air passenger rights. Complaints: typology and processing
- Typology of claims (compensation, damages, undue resistance, lack of information, reimbursement of expenses, Article 700)
- Tree structure to follow
- Follow-up: transaction, mediation or legal proceedings (Strategy, Transaction: in what proportions? Mediation)
3 – Air passenger rights. Practical cases
- Simulations, corrected exercises, case law.
Last update: 01/08/24
Kind of training
- Category of training action (article L.6313-1 of the French Labor Code): No. 1 training action.
Objectives
- Master the main situations faced by airlines with regard to air passenger rights
- Efficiently deal with complaints and requests for compensation in accordance with applicable legislation (international, European standards).
Audience and requirements
Audience:
- English-speaking person working in a Customer Relations department (litigation, complaint, quality, after-sales, etc.) in the air transport sector (passenger transport).
If you have a disability, please contact us.
Requirements:
- Training for beginners: no prerequisite required.
Trainer profile
- High-level practitioner trainer and active lawyer, specialized in Air Law (air insurance guarantees, mass litigation, civil liability of air carriers, etc.), holder of a postgraduate degree (DEA in Litigation Law) and CAPA (Certificate of Aptitude for the Profession of Lawyer). He speaks as an expert at a seminar on air insurance.
Method and pedagogic tools
Face-to-face training in English (distance learning available on demand).
Progressive teaching of knowledge based on an active pedagogical method.
Direct application of knowledge with regular practice exercises: examples of case law of interest in France and/or Europe.
A course medium in electronic format and/or paper, designed to provide a reference table / tool to be used when handling complaints, offered and delivered during the training.
Technical means
- Adapted quality reception facilities, accessible to people with reduced mobility, well served by public transport
- 5 modern training rooms equipped to learn in the best conditions
- Video projection on large screen, flipchart, internet connection
- Break area (coffee breaks are offered)
- Equipment to be provided for each trainee in the event of 100% remote training requested: computer equipped with a camera and a microphone (or a headset) and an internet connection.
Training follow up and evaluation
- Individual preparatory questionnaire before training
- Access to a personal Extranet account before, during and after training (sharing of information and documents, contribution to Quality Monitoring, etc.)
- Online attendance sheet signed by half a day
- Final evaluation in a MCQ form
- Satisfaction survey at the end of training
- A training certificate specifying the objectives, duration and dates will be given at the end of the training
- One month of individual follow-up offered by email to answer questions directly related to the content of the training
- Assessment three months after training
Internal rules
To consult our rules of procedure, please click here
Formation inter-entreprises. Le paiement sera dû à réception de la facture (règlement par chèque libellé à l’ordre de BREYNOD SASU ou par virement). En cas de prise en charge par un OPCA, l’accord de prise en charge doit parvenir à BREYNOD. Toute annulation par le client doit être notifiée par écrit à BREYNOD et nous parvenir au plus tard 4 jours francs avant le début de l’action de formation.
Pour toute annulation parvenue moins de 4 jours francs avant le début de l’action de formation ou en cas d’absence d’un ou plusieurs participant(s), l’organisme BREYNOD facturera au client la totalité du prix de l’action de formation à titre de dédommagement, montant non imputable sur le budget formation de l’Entreprise cliente. Toute action de formation commencée est due en totalité.
Formation intra-entreprise. Le paiement sera dû à réception de la facture (règlement par chèque libellé à l’ordre de BREYNOD SASU ou par virement). Toute annulation par le client doit être notifiée par écrit à BREYNOD et nous parvenir au plus tard 2 jours francs avant le début de l’action de formation.
En cas de dédit par le client à moins de 2 jours francs avant le début de l’action de formation, ou d’abandon en cours de formation par un ou plusieurs participant(s), l’organisme BREYNOD retiendra sur le coût total, les sommes qu’il aura réellement dépensées ou engagées pour la réalisation de ladite action, conformément aux dispositions de l’article L.6354-1 du Code du travail.
Avis & témoignages