Complaints and enquiries - Air Transport Users Council

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26 She has written several text books for travel and tourism courses, most of which have sections on the aviation industry. She flies regularly, particularly in Europe. Phillip Dann Phillip Dann lives in London. He is a solicitor advising in telecommunications law and public international law. He worked at Inmarsat, the sea, air and land mobile satellite agency. Later on, he was a partner at Bird & Bird in the City. In 1993, he had a stroke and aphasia, and now he is a trustee of Speakability, the aphasic charity. Arthur de Frisching Arthur de Frisching lives in London. Of Swiss background he has worked in the public sector in both executive and non-executive roles. He has travelled extensively in connection with human rights work and now flies mainly for leisure, including to South Africa where he has family connections. Nigel Evans Nigel Evans lives in Sunderland and is currently deputy dean at Teesside Business School, part of Teesside University, having previously worked for fifteen years at Northumbria University. His writing and teaching focuses on strategic changes in the international travel industry. Prior to joining academia he had a varied commercial career with a tour operator. He travels regularly by air both for work and leisure. David Fraser David Fraser lives in Edinburgh, and was a chief executive in the public sector in Scotland. He is chairman of the Castle Rock Edinvar Housing Association, Chairman of the Scottish Refugee Council, and a member of the UK Ethics Committee of the Department for Work and Pensions. He has a particular interest in how organisations can learn from complaints to improve the quality of service delivery. Jeanette Hebbert Jeannette Hebbert lives in Oxford. For over twenty-one years she was a headteacher of large comprehensives in London and Oxfordshire. She now works as an educational consultant for the Academies Trust and helps to coordinate the work of Higher Performing Schools. She is a Fellow of the Royal Society of the Arts and is a member of the Court of Oxford Brookes University. She travels extensively to the USA and Europe. Richard Lambert Richard Lambert lives in Cambridgeshire and is a civil engineer and transport
27 planner who, for 20 years, was responsible for all planning and development at Birmingham International Airport. He retired in late 2001, but continues to lecture, write and provide consultancy services on transport and aviation matters, and continues to travel frequently by air for both business and pleasure. Eric Melrose Eric Melrose lives in Aberdeen. He had a forty-four year career in local government, and was Director of Planning and Environment Services with Aberdeenshire County Council immediately before his retirement. He held a number of other senior positions, mostly related to Trading Standards, and a number of national appointments with the Trading Standard Institute and Lacors. He worked on the development of Consumer Direct in Scotland. He travels frequently by air for business and leisure purposes. Chris Parker Chris lives in Buckinghamshire. He has spent the majority of his career in the travel industry and has also worked for BMI, SITA and Galileo International. More recently he has been responsible for purchasing global travel and events for Jaguar and Land Rover. Currently he works as an independent purchasing consultant. He travels extensively for business and pleasure. Francesca Phang-Lee Francesca Phang-Lee lives in Oxford. She is a lawyer and worked in an inhouse capacity for a number of years with General Electric (USA) and Shell Asia-Pacific. She travelled in a professional capacity on a regular basis throughout the Asia-Pacific region and to the USA. She continues to work as a lawyer, but also works in a voluntary capacity with local charities. She still loves travelling and now flies regularly to short haul and long haul destinations for leisure with her young family. Fiona Raje Fiona Raje lives in Northumberland. She has worked in academic, research and operational roles in transport and has a doctorate from the University of Oxford. She has written books on transport and ethnicity and user experiences of the contemporary transport system. Having grown up in the Caribbean, she has travelled by air for many years. Kathryn Talintyre Kathryn Talintyre lives in Essex and spent twelve years pursuing a career in marketing and management consultancy. Following a period of volunteering at the local Adult Community College, she now teaches Skills for Life numeracy to adults. She travels regularly by air with her family.
Page 1: AIR TRANSPORT USERS COUNCIL ANNUAL
Page 4 and 5: 2 CHAIRMAN’S INTRODUCTION There h
Page 6 and 7: 4 REVIEW OF THE YEAR Complaints and
Page 8 and 9: 6 Telephone enquiries in 2008/09 Ty
Page 10 and 11: 8 compensate a number of passengers
Page 12 and 13: 10 Schedule changes Last year we re
Page 14 and 15: 12 Representing passengers Consumer
Page 16 and 17: 14 Besides, we suggested that it wa
Page 18 and 19: 16 Financial protection Last year t
Page 20 and 21: 18 to change the date or the name o
Page 22 and 23: 20 two-thirds of the standards and
Page 24 and 25: 22 Consultations and Inquiries Civi
Page 26 and 27: 24 Guest speakers at AUC Council me
Page 30 and 31: 28 Secretariat (as of March 31 st 2
Page 32 and 33: 30 • The AUC shall consist of a C
Page 34: 32 GLOSSARY APD Air Passenger Duty

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