Disruption and Recovery Management - Customer-oriented journey disruption management and recovery me

Challenge/Domain
Challenge: 
Meeting Societal and Market Needs
Domain category: 
Policy
Enabler
Enabler: 
Disruption and Recovery Management - Customer-oriented journey disruption management and recovery mechanisms
Cluster of enablers: 
Travel Process Management
Capability
Capability: 
Evolution of legislation and service levels
Sub capability: 
n/a
R&I needs: 
Review data protection legislation to harmonize legal framework and enable/facilitate operability in a door to door journey environment
Achievements
2020: 
Passenger rights regulation from Air and Rail expanded to other transport modes. Common set of passenger rights guaranteed by law for the four transport modes introduced by legislation Research performed in order to define passenger right legislation applicable in a multimodal environment - Review Tour Operators Directive – Europe Package Travel directive taking into account a door to door travel environment - Ensure CRS code of conduct is adapted and fit into the new market context (for example – ensure price transparency and neutrality is guaranteed) - Adapt the data protection legislation to the travel industry with the aim to harmonize legal framework and enable the operation of multinationals. Legislation to ensure customer focused recovery mechanisms are shared across modes
2035: 
Relevant legislative pieces adapted to protect passenger in a multi-modal environment Scope of application of Multi-modal related legislation versus single transport defined
2050: 
Relevant legislative pieces updated to protect passenger in a multi-modal environment
Key Performance Indicator: 
Level playing field policies and regulation in place with regards to passenger rights in an intermodal environment for all modes of transport

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