The Mediator’s role
The Mediator steps in when prior efforts to resolve a dispute with the carrier have been unsuccessful.
The Mediator:
- reviews eligible requests;
- analyses the arguments and documents submitted by the parties;
- seeks a balanced and fair solution;
- issues a reasoned opinion based on law and fairness.
The Mediator carries out this role impartially and has a separate budget and a dedicated team.
Independent mediation
The Mediator is an external figure, independent of the carriers concerned.
Accordingly:
- the Mediator receives no instructions from the parties;
- there is no hierarchical or functional relationship between the Mediator and the carriers;
- the Mediator’s remuneration is not linked to the outcome of mediation cases;
- the Mediator’s independence is guaranteed throughout their term of office.
If a situation could compromise the Mediator’s impartiality, the Mediator would inform the parties immediately.
Please note that the Mediator is independent and does not have access to documents held by the customer service department of the carrier involved in your dispute.
A recognised legal framework
The Mediator acts in accordance with the provisions of the Consumer Code relating to consumer mediation and the Mediation Protocol signed by the carriers and the approved national consumer associations.
The Mediator is listed among the mediators registered with the Commission for the Evaluation and Monitoring of Consumer Mediation (CECMC).
The Mediation Protocol
The Mediator carries out this role in accordance with the Mediation Protocol in force.
This document sets out:
- the scope of the Mediator’s role;
- the rules governing the mediation process;
- the guarantees of independence and impartiality;
- the rights and obligations of the parties.
Guarantees for passengers
Impartiality
The Mediator acts with complete neutrality to seek a fair solution.
Confidentiality
All communications and documents shared remain confidential.
Free of charge
There is no fee for reviewing your case.