Perhaps I can answer the second question first. I'm not an expert on the passenger bill of rights. That's in our other side of the house, with our policy group. But I think from my personal perspective, the clarity of understanding how types of events will occur and what the rights and obligations of all parties are would obviously go a significant way to clarifying for everyone involved in a particular incident...and hopefully avoid many unhappy results for the traveller.
So I think that's a core issue, understanding what is expected, what the obligations are, and how it will work.