Working day: Impacts in the Commercial Airfield by the Pandemic – Challenges in the Protection of Consumers Users of Air Transport.


The Tourist Ombudsman team planned and carried out on Thursday 26 August the virtual day: "Impacts in the Commercial Air Field by the Pandemic – Challenges in the Protection of Consumers Users of Air Transport ". The objective of the meeting was to analyze from different perspectives the social and economic impact suffered by the aeronautical sector during the Covid-19 pandemic..


Officials and professionals from the public and private spheres related to air transport spoke at the meeting. Through his presentations, An attempt was made to project the future of the sector and the challenges that arise in relation to the protection of consumer users were developed, both in terms of standards that protect their rights and as an incentive to achieve the reactivation of the sector.


As well, Particular emphasis was placed on the need in the short term to have a change and update of the regulations both in relation to user rights and accessibility in air transport.


The event featured more than 90 participants from different parts of the country, belonging to the public sector, private and academic, tourism professionals and specialists, and general public, interested in the matter.

The opening was in charge of Dr.. Silvina Bacchiega, Operational Coordinator of Protection of Tourist Rights, who framed the day from the legal aspect of what happened since the state of health emergency was decreed in the country, and the consequences that it left. Stressed, además, in the term of force majeure in the contracts and in the need for the item to make its services more flexible.


Then, Dra. Carla cabrosi, Advisor on Aviation Law of the Tourist Ombudsman, made an introduction to the day and reported the campus and the event program.

The first speaker was Lic. Viviana Santanello, Commercial Manager for Argentina and Chile at Air Europa. Through a video and a presentation, disseminated how the company had to adapt to the new regulations and immigration requirements to enter the different countries. As well, emphasized the importance of providing passenger safety. For that, explained the rules of protocols and hygiene that the airline takes before and during the trip, and how they chose to keep the voucher remission free of charge as an exceptional case in Argentina, to avoid a higher cost as a consequence of the dollar exchange difference.

Then, continued Lic. Nicolas Klauss Echazu, teacher and co-director of the Air Transport and Tourism Observatory of the Provincial University of Ezeiza (UPE), who spoke about the economic and social impacts of Covid-19 on air transport and tourism. In that sense, Through statistics and graphs, he analyzed the losses suffered by tourism providers both at the regional level and in Argentina.. As well, projected the gaze of users in the post Covid-19 scenario.


Finally, named the challenges in reactivating air transport such as: establish a coordination and communication mechanism between the different tourism actors, involve academic institutions that generate projection statistics of scenarios in advance and communicate about biosafety.

Continued Lic. Marcela Falivelli, LATAM Customer Service Deputy Manager in Argentina, to tell that the company had to become more flexible and transformed in various aspects: in the industry, using the recommendations of the World Health Organization (WHO), of the health authorities of each country, and the International Air Transport Association (THERE IT IS); in daily operation, based on the protocols; in safety on board; and at airports to avoid crowds. Nevertheless, Falivelli confessed that a transformation should have been generated from the inside out of the company, through a new “JETS” culture: be fair, empathic, transparent and simple with the user.


Likewise, admitted that with the launch of the vaccines a new hope arose, not only because this allowed them to gain more confidence in the passengers to fly but also a new tourism emerged, which was that of those people who traveled with the intention of getting vaccinated abroad.

After your exposure, The doctor. Eduardo Rafael Iacono, specialist in Aeronautical Medicine and Occupational Health, talked about the operation, disability and health for air transport. In that sense, divided the passengers into two groups: not doctors, which would include people with disabilities; and the doctors, what are those who have a recent illness, exacerbated and recently operated.


These last, holds the specialist, impact on the organization of a trip, and in the event that a medical passenger occurs during the trip, can have an influence on public health and aviation safety. Iacono emphasized the need to resort to specific guidelines so that gray areas are not raised with these groups.

Continuing on that line, continued Dr.. Carlos Maria Vassallo, Professor of the National Institute of Aeronautical and Space Law and of the Universidad del Salvador in Aeronautical Law, who reported on the air transport of people with disabilities and reduced mobility. Al respecto, summarized some of the equal treatment and opportunity agreements. A) Yes, emphasized in the first decade of this century when IATA published the manual on air transport for people with disabilities, so that Member States can make their regulations.


Vasallo works to achieve a regulatory framework to help people with disabilities to travel, who are the ones with the greatest restrictions to do so. For that, argued that there are several points to discuss, among them, non-discrimination and accessibility. Likewise, through various examples, highlighted that the biggest problem for this group of people is the uncertainty of knowing whether or not they will be allowed to travel when taking a flight.

Finally, the session was closed by Lic. Fernando Arias placeholder image, geographer who is part of the Group of Territorial Economic Analysis and Statistics in the Management of Financial Economic Regulation of the Regulatory Body of the National Airport System (ORSNA), and is a teacher at the Training Institute of the Aeronautical Personnel Association. To explain the synthetic chronology of the pandemic and the impact of Covid-19 on commercial air transport and the airport sector, Arias used graphs and statistics that showed the sharp fall of the item that, according to confessed, in the future they will dramatically mark the activity.


To understand it better, explained the evolution of world passenger traffic since 1945 a 2020, the regional difference in speed of recovery, the variation in passenger traffic over the years 2019 Y 2020, the impact of the pandemic in Argentina on the transfer of domestic and international passengers, among others.

If you want to see the whole day, enter the YouTube platform of the Ombudsman's Office of the Autonomous City of Buenos Aires or the following link: