In the White Paper “European transport policy until 2010: setting the decision for the future”, the European Commission is formulating its goal of increasingly aligning future European transport policy with demand and the needs of citizens. In the course of this, the Commission adopted a single legal framework for passenger rights in February 2005 and presented a proposal for the rights of rail passengers. In the course of this, the Commission adopted a single legal framework for passenger rights in February 2005 and presented a proposal for the rights of rail passengers. To what extent does this require a common European transport policy to strengthen consideration of passenger needs and the implementation of improved quality of service?
The aim of the study is to carry out a comparison and comparative evaluation of the existing standards in complaint management, quality promises and service guarantees between providers in the transport market and customers in the member states of the European Union.
To this end, the existing services for transport services by rail, buses, ships and aircraft in the individual EU countries will be put together as a first step. In addition, a qualitative analysis with regard to the degree of implementation and legal relationship between the guarantees as well as the acceptance and success of these from the perspective of passengers and interest groups will be carried out.
Duration: 01/2006 – 12/2006
Client: European Commission, Directorate-General for Energy and Transport
Team: Holger Jansen, Martin Schiefelbusch