In an effort to protect passengers from unexpected costs, a proposal has been submitted to the Ministry of Transport regarding charges for airline customer service calls.
Senator Ayrat Gibatdinov has formally appealed to the Ministry of Transport, advocating for the elimination of charges for calls made to airline hotlines by passengers affected by flight delays or cancellations. A copy of his appeal has been made public.
In his communication addressed to the head of the Ministry of Transport, Andrey Nikitin, Senator Gibatdinov underscored the importance of amending the Russian Air Code and Federal Aviation Regulations. Such revisions would grant passengers the right to free contact with airline call centers or hotlines in situations arising from flight disruptions or other emergency circumstances.
The senator highlighted a recent increase in both scheduled and charter flight delays and cancellations, often due to reasons beyond the passengers` control. Consequently, a significant number of travelers are compelled to contact airline hotlines to inquire about refunds or rebookings.
Gibatdinov voiced his concern over the prevalent practice of airlines charging for these essential calls. He noted that the cost per minute of conversation, which includes the waiting time to connect with an operator, can range from 60 to 80 rubles, with variations depending on the region and mobile service provider. The parliamentarian concluded that in high-stress situations, compounded by potentially overloaded phone lines, the cumulative cost of these paid calls can become a considerable financial burden for passengers.
