Complaints and enquiries - Air Transport Users Council

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28 Secretariat (as of March 31 st 2009) Simon Evans - Chief Executive James Fremantle - Industry Affairs Manager Frances Walther - Consumer Affairs Manager (part time) Tina Dunkin - Consumer Affairs Supervisor (part time) Taruna Mistry - Consumer Affairs Supervisor (Operations) Paola Accardo - Consumer Affairs Officer Adrian Ghilotti - Consumer Affairs Officer Andrew Thompson - Consumer Affairs Officer Lucy Wickens - Consumer Affairs Officer Monica Bonello - Secretary / Administrator Alicia Mathurin-Greene - Administrative Assistant Nick Worrell - Administrative Assistant
29 Terms of Reference Purpose The Air Transport Users Council (AUC) will complement and assist the Civil Aviation Authority (CAA) in its duties to further the reasonable interests of users of air transport services. Functions • To investigate complaints against the suppliers of air transport services where the person or body aggrieved has not been able to obtain satisfaction from the supplier concerned and to seek a resolution where appropriate. • To advise passengers, either directly or through the media, on how to make the best use of air transport services including, where appropriate, the publication and promotion of educational and statistical material. • To formulate and promote policies furthering the reasonable interests of passengers and to represent them to regulatory authorities (both in general and in relation to specific proposals), service providers and the media. • At the AUC’s discretion to co-operate with or be a member of any airport consultative committee. • At the AUC’s discretion to co-operate with or be a member of any consumer group, national or international, which can further the reasonable interests of passengers. • To carry out or commission research in support of the above objectives, if appropriate. Finance and Accountability • The functions of the AUC will be funded by the CAA. The AUC, consistent with its purpose, is permitted to obtain additional project funding and cofunding from other sources. • The AUC shall make an annual report to the CAA and publish it. The annual report shall include a financial summary. • Operational and financial objectives and performance indicators shall be agreed from time to time with the CAA. The AUC is subject to normal CAA internal audit requirements. • The CAA undertakes to respect the AUC’s freedom to propose changes in the Terms of Reference, determine policies and establish priorities in the performance of its functions within the framework of the agreed operational and financial objectives. Membership
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 28 and 29: 26 She has written several text boo
Page 32 and 33: 30 • The AUC shall consist of a C
Page 34: 32 GLOSSARY APD Air Passenger Duty

Complaints and enquiries - Air Transport Users Council

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