Air Passengers’ Rights and Business Sustainability

The air transport sector is marked by oligopoly, with serious concerns on business sustainability, in particular in the initial phase of the pandemic of COVID-19. Besides, the European Union has put the step forward as for air passengers’ rights, through the adoption of regulation (EC) No 251/2004 as well as of rules on alternative dispute resolution for consumer disputes, such as directive 2013/11/EU. This results in material and procedural innovations at the service of the consumer, who, however, remains insufficiently informed on the matter and therefore feels insecure, whilst new rights should be previewed, including the right to tourist information. Sustainability of transport companies depends on their adaptability to customers’ needs.