05/08/2023 | Press release | Distributed by Public on 05/08/2023 06:19
For the first time in U.S. history, DOT initiates a rulemaking that would require airlines to compensate passengers and cover certain expenses for controllable delays and cancellations
FlightRights.Gov, the newly-expanded DOT dashboard first launched last summer to hold airlines accountable to passengers, shows that few airlines currently provide any compensation for airline-caused delays or cancellations
WASHINGTON - The U.S. Department of Transportation (DOT) today announced plans to launch a new rulemaking that is aimed at requiring airlines to provide compensation and cover expenses for amenities such as meals, hotels, and rebooking when airlines are responsible for stranding passengers. After a two-year DOT push to improve the passenger experience, the ten largest airlines guarantee meals and free rebooking on the same airline and nine guarantee hotel accommodations as part of the Department's Airline Customer Service Dashboard. DOT expanded the dashboard today at FlightRights.Gov to highlight which airlines currently offer cash compensation, provide travel credits or vouchers, or award frequent flyer miles when they cause flight delays or cancellations. DOT's planned rulemaking would make passenger compensation and amenities mandatory so that travelers are taken care of when airlines cause flight disruptions.
"When an airline causes a flight cancellation or delay, passengers should not foot the bill," said U.S. Transportation Secretary Pete Buttigieg. "This rule would, for the first time in U.S. history, propose to require airlines to compensate passengers and cover expenses such as meals, hotels, and rebooking in cases where the airline has caused a cancellation or significant delay."
The planned rulemaking is aimed at addressing:
In addition to announcing plans to initiate a rulemaking that would strengthen consumer protections, the Department has launched FlightRights.Gov and expanded its Airline Customer Service Dashboard to give travelers more transparency about the types of compensation, if any, airlines currently guarantee when they are the cause of a cancelation or delay. The following categories were added to Commitments for Controllable Cancellations and Controllable Delays:
Currently, one airline guarantees frequent flyer miles, and two airlines guarantee travel credits or vouchers as compensation if passengers experience significant delays or cancellations that are caused by something within the airline's control, such as a mechanical issue. No airline guarantees cash compensation when an airline issue causes the significant delay or cancellation. The Department's rulemaking proposes to ensure that passengers experiencing controllable delays and cancellations are better protected from financial losses than is the case today. The Department plans to define "controllable cancellation and delay" in this rulemaking. Also, the Department believes that this rulemaking could result in improved airline on-time performance.
Today's announcement builds upon work that DOT has been pushing on for the last two years. Last summer, Secretary Buttigieg urged to improve their customer service plans before the release of the Airline Customer Service Dashboard. Airlines responded. Before the Secretary's letter, none of the 10 largest U.S. airlines guaranteed meals or hotels when the airline was at fault for a delay or cancellation. Now, all 10 guarantee meals and nine guarantee hotel accommodations when an airline issue causes the delay or cancellation.
During the past two years, DOT has taken other unprecedented action to ensure the traveling public is protected, including:
For information about airline passenger rights, as well as DOT's rules, guidance, and orders, the Department's aviation consumer website can be found at: https://www.transportation.gov/airconsumer.
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