Shaping the Future: A Comprehensive Airline Passengers ADR Framework

Airbus and Boeing are already preparing to shape the future of air transport with their latest airliners. However, when passengers unluckily encounter disruption in their air travel, they still need to use the traditional, cost-ineffective method to seek redress for their claims, causing a psychological gap between the next-generation passenger jet and the old way of dealing with their travelling issues. The post-disruption complaint-handling system can step forward to fit the future and current demands and characteristics; a comprehensive airline passenger Alternative Dispute Resolution (ADR) framework can be a helper in shaping the future experience in aviation dispute resolution. Such a comprehensive framework could serve various types of passengers' claims from small to major under the Montreal Convention or Regulation (EC) No. 261/ 2004, and the framework also has a quality augmentation mechanism (QAM) to enhance its quality, overcome its potential pitfalls and concerns, enable the framework to operate sustainably and promote the positive development of air passenger dispute resolution and the air transport sector. The QAM-enhanced comprehensive aviation ADR framework can, together with innovative air transport, renovate the air transport service from 'nose to tail'.