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Tuesday, April 11, 2017

DOTr-CAB Launches its 24/7 Public Assistance Hotline


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The Department of Transportation – Civil Aeronautics Board (DOTr-CAB) launched today its first 24/7 Public Assistance Hotline as part of the implementation of the Air Passenger Bill of Rights (APBR).

Public Assistance Hotline 16-566 shall provide frontline transaction services, particularly to, (1) answer queries relating to the provisions of APBR; (2) provide simple solutions to air passengers’ concerns; (3) receive complaints arising from violation of the Air Passenger Rights; (4) and refer related queries to concerned airlines for immediate resolution.

The project, which initiated a soft launch last February 20, seeks to promote passenger protection by bridging their concerns to the appropriate agencies and generating their inputs for the continuous improvement of air transportation services.

Last year, CAB has also established 25 Passenger Rights Assistance Desks (PRAD) in the Ninoy Aquino International Airport (NAIA) and in 24 provincial airports. They will be manned by 26 Passenger Rights Assistance Officers (PRAO), who will be tasked to assist, handle and address passenger concerns, and monitor airline operations in their respective airports. This is in order to ensure that airlines are compliant with CAB rules and regulations.

By the end of the year, five more PRAD are expected to be added in the city airports of Tuguegarao, Roxas, Dipolog, Pagadian and Camiguin, once the training and deployment of PRAO becomes complete.

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