Mouna Benali

Main Missions:

• Ensure compliance with international accessibility regulations (CFR Part 382, ATPDR, EC 1107/2006) and implement best practices to enhance the travel experience for passengers with disabilities
• Handle litigation and regulatory compliance with the U.S. Department of Transportation (DOT) and the Canadian Transportation Agency (CTA) regarding accessibility-related disputes.
• Manage passenger claims and pre-litigation cases arising from potential disputes related to the transport of passengers with disabilities, ensuring legal risk mitigation and regulatory adherence.
• Coordinate with internal department to implement accessibility policies to align with international standards while ensuring compliance with airline industry regulations.
• Coordinate with internal departments, legal teams, and external regulators (lawyers) to address accessibility-related complaints and optimize passenger assistance procedures.

Main Missions :

1 Litigation & Dispute Management

• Managing legal disputes involving service providers or partners to protect company’s interests.
• Collaborating with external legal counsel and operational teams to develop litigation strategies.
• Overseeing contract compliance and addressing conflicts with third-party vendors.
• Engaging in negotiations to resolve disputes efficiently and mitigate financial and reputational risks.

2 Customer Claims & Dispute Resolution

• Handling and resolving customer disputes related to delays, cancellations, overbooking, baggage issues, etc.
• Negotiating amicable settlements to enhance customer satisfaction and minimize escalations.
• Representing the company in mediation, conciliation, and legal proceedings when necessary.
• Analyzing complaint trends to identify root causes and recommending process improvements.
• Ensuring compliance with internal procedures and regulations while providing staff training on best practices in claims management.

3 Regulatory & Industry Monitoring

• Keeping track of evolving regulations in air transport and customer service standards worldwide.
• Monitoring legal and regulatory changes that may impact company operations and service delivery.
• Assessing potential risks and advising operational teams on compliance and best practices.

• General Legal Counsel in Moroccan, European, and international law.
• Drafting & Compliance – Policies, conditions of carriage, and internal regulations.
• Litigation Management – Monitoring judicial cases and coordinating legal strategy.