ICAO's database on "Consumer Protection Rules" can be accessed HERE
This non-exhaustive database was developed with a view to provide easy and quick access to relevant information. Whenever possible, hyperlinks have been inserted as references. In certain cases, the material is only available in a language other than English.
A summary of the airline and governmental responses to some of the more prominent consumer protection issues is provided here (pdf) (revised, December 2016).
Guidance material for air transport users has also been prepared to assist States in publishing or encouraging the publication of booklets intended to inform air passengers and shippers of their rights and obligations.
In this regard, the following indicative list, together with airlines’ conditions of contract/carriage, could serve as a checklist of many of the consumer interest issues a State may wish to monitor: the availability of lower fares including fares on websites;
reservation, ticketing and refund rules;
airline’s commercial and operational conditions;
handling of and compensation for flight delays, cancellation, and denied boarding;
baggage handling and liability;
operational performance disclosure such as on-time performance and complaints; and
assistance for disabled and special-needs passengers (i.e. people with reduced mobility).
Interlining refers to transportation on more than one air carrier.