Passengers at Taiwan Taoyuan International Airport could be compensated if they are delayed because of a malfunctioning luggage carousel, the Taoyuan International Airport Co said last week.
Company president Samuel Lin (林鵬良) said the company was drafting the standards governing compensation for passengers in cases where the airport fails to deliver quality service, adding that such regulations did not exist anywhere else in the world.
Lin said the company was inspired by the hotel industry, where people can ask for a change of rooms or compensation if the service they receive fails to meet their expectations.
Lin said the new policy would mainly offer compensation for passengers delayed as a result of malfunctioning luggage carousels or jet bridges.
Lin said it was important to find ways to avoid delays in baggage-claim services. It often takes between 40 minutes and one hour before passengers can leave the airport terminals with their checked luggage.
“People often have to drive around the terminal a few times while they wait for the people they are supposed to pick up to exit baggage claim,” he said, adding that the details of the new policy would be available later this year.
Meanwhile, the company will soon introduce several new services as part of its plans to become one of the world’s top 10 airports within three years, including activating a new lost-and-found system and offering quality food at the airport.
The company said all lost items would first be registered in the new lost-and-found system. Passengers could access the system to see if they lost the item on the airplane, inside or outside the terminal.
Lin said a catering company would soon open a restaurant at the airport, possibly as early as the second quarter of this year. The restaurant would offer quality food normally served in the airport’s VIP lounge, he said.