Big Changes Ahead to improve U.S. Airline Customer Care
10/24/2016
Under new rules, airlines must report the on-time activity of all flights under their respective brands. Previously activity of flights operated by smaller airlines, and codesharing under the main airline’s flight numbers, was reported to the operating airline, not the codeshared airline. This allowed airlines to report their on-time percentage as a reflection of their mainline flights. The new rule requires major air carriers to report every flight operated under one of their brands.
Additionally, officials will investigate the practice of blocking sites from showing all available fares, and sites that employ the method will be subject to a DOT Request for information, to determine if these tactics are unfair to the consumer.
The Department of Transportation has begun to address problems with delayed luggage, protect travelers with disabilities and review current airline arrangements.
The Obama Administration announced a set of policies on Tuesday, aiming to make airlines more accountable to their passengers. The target of the new regulations is to improve the flyer experience from the time passengers purchase tickets to the moment they retrieve their luggage.
The new rules follow some overhauling regulations first thought of in 2009.
“These actions answer the President’s Executive Order that called for more competition that helps consumers, workers, and entrepreneurs,” a statement from the Office of the Press Secretary says.
Among the most significant changes, is that Airlines that do not deliver checked luggage with an arriving aircraft would be required to promptly reimburse the customer for any fees paid for lost luggage.
Airlines would also be required to inform passengers of baggage delivery rates. The DOT is shifting the reporting method to require airlines to report the actual number of mishandled checked bags against the number of checked bags accepted every month. Before this change, airlines reported lost luggage ratios by comparing passenger reports of lost luggage against the total number of passengers flying.
Under new rules, airlines must report the on-time activity of all flights under their respective brands. Previously activity of flights operated by smaller airlines, and codesharing under the main airline’s flight numbers, was reported to the operating airline, not the codeshared airline. This allowed airlines to report their on-time percentage as a reflection of their mainline flights. The new rule requires major air carriers to report every flight operated under one of their brands.
Pricing rules will also receive an overhaul. Online travel agencies can no longer allow bias on flight offerings without disclosure to the consumer. The changes will prevent travel websites from offering one fare over another based on their commission, and is intended to result in more transparency.
The DOT will take the opportunity to review airline business practices for pricing and fare delivery. Current regulations allow for airlines to block certain websites from seeing their fares, or block travel websites from presenting the fare including seat assignment and checked luggage fees.
Additionally, officials will investigate the practice of blocking sites from showing all available fares, and sites that employ the method will be subject to a DOT Request for information, to determine if these tactics are unfair to the consumer.
Lastly, the DOT will specify that airlines begin reporting how often wheelchairs, belonging to disabled passengers, are mishandled by the flight crew.Other rules include mandatory minimum customer service standards across travel agencies, and determining who qualifies as a “ticket agent” to ensure that consumer rules are adhered to.
Under the Obama administration, several reforms have been undertaken, including the ability to make reservations without payment, the right to cancel reservations within 24 hours of booking, and receive compensation for being wrongly denied boarding.