The Civil Aviation (Carriage by Air) Regulations, 2024

1. Before the Travel Passengers should have access to clear and transparent information on the air transport product sought, including- (a) assistance expected, for example, in case of service disruption; (b) total price, including the applicable air fare, taxes, charges, surcharges and fees; (c) general conditions applying to the fare; (d) identity of the airline actually operating the flight, and advice on any change occurring (e) after the purchase as soon as possible; information on choices among different price and service offerings, consumer education efforts to create or increase awareness of passenger’s consumer rights and the available avenues for recourse should disputes arise; (f) awareness by passengers of airline products available in the market, different airline policies and contractual rights.

2. During the travel- (a) passengers should be kept regularly informed throughout their journey on any special circumstances affecting their flight, particularly in the event of service disruption; (b) passengers should receive due attention in cases of service disruption including rerouting, refund, care and/or other compensation (where provided); (c) persons with disabilities should, without derogating from aviation safety, have access to air transport in a non-discriminatory manner and to appropriate assistance; (d) mechanisms should be planned in advance by all concerned stakeholders to ensure that passengers receive adequate attention and assistance in cases of massive disruptions.

3. Massive disruptions include situations resulting from circumstances: (a) outside the operator’s control; (b) of a magnitude such that they result in multiple cancellations and/or delays; (c) leading to a considerable number of passengers stranded at the airport. Examples of such circumstances, which result in large numbers of passengers being stranded away from their home, include: (i) meteorological or natural phenomena of a large scale (hurricanes, volcanic eruptions, earthquakes, floods); (ii) political instability; (iii) similar events.

4. After the travel: (a) efficient complaint handling procedures should be available; (b) passengers should be clearly informed about such procedures. Dodoma, 15th December, 2023 MAKAME M. MBARAWA, Minister for Transport 30