2018, vol. 56, br. 4-6, str. 613-626
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Posebna prava putnika kao potrošača u vazdušnom saobraćaju
Special rights of passengers as consumers in air transport
Univerzitet u Kragujevcu, Pravni fakultet
Ključne reči: vazdušni saobraćaj; posebna prava putnika; uskraćivanje ukrcavanja; otkazivanje leta; kašnjenje leta
Keywords: special rights of passengers; air transport; denied boarding; cancelation of flight; delay of flight
Sažetak
Sve više potrošača u Evropskoj uniji, ali i u Srbiji, koristi usluge avionskog prevoza, zbog posla ili turistički, najčešće po nikad nižim cenama prevoza. Ipak, porast korišćenja usluge avio-prevoza praćen je nezadovoljstvom potrošača u pogledu kvaliteta pružanja usluga, nedostatkom informacija i pravičnog tretmana putnika kada stvari krenu loše. Čini se da sektor usluga avio-prevoza ne zadovoljava očekivanja potrošača, a i kada su potrošači nezadovoljni, oni najčešće ne znaju kako da ostvare svoja prava. Predmet ovog rada je analiza situacija u kojima putnici u vazdušnom saobraćaju imaju posebna prava prema avio-prevozniku, kao i vrste i sadržina posebnih prava putnika za slučaj nastupanja neke od ovih situacija. Posebna prava putnika analizirana su sa aspekta prava Evropske unije i srpskog pozitivnog prava.
Abstract
More and more consumers in the European Union, as well as in Serbia, use air transport services, for business or as tourists, most often at never lower prices. However, growth of usage of air transport has been followed by consumers' dissatisfaction, with respect to quality of provision of services, lack of information, and fair treatment of passengers when things go wrong. It seems that sector of air transport services does not satisfy consumers' expectations, and that when consumers are not content, they do not know how to attain their rights. The subject of this paper is analysis of situations in which passengers in air transport have special rights towards air carriers, as well as types and content of special rights of passengers in case of existence of any of these situations. Special rights of passengers have been analyzed from the aspect of the law of European Union, as well as from the aspect of current Serbian law.
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