FLUGLEIDIR, H.F., D/B/A/ ICELANDAIR – CONSENT ORDER
May 24, 2018
On April 16, 2018, Flugleidir, h.f., d/b/a/ Icelandair (Icelandair) entered into a Consent Order Agreement with DOT. The Order concerned alleged violations by Icelandair of 14 CFR Part 259, and the statutory prohibition against unfair and deceptive practices and unfair methods of competition, 49 U.S.C. § 41712. Specifically, the Order addressed violations of the Department’s rules requiring carriers to respond to consumer complaints in a timely manner, as well as the Department’s rules requiring that carriers adhere to the standards set forth in their customer service plans.
According to the DOT’s Enforcement Office, it was revealed that Icelandair failed to provide substantive responses within 31 days of receipt to over 20% of the consumer complaints reviewed by the Enforcement Office, in violation of Icelandair’s customer service plan. Additionally, Icelandair failed to provide a substantive response within 60 days of receipt, as required by DOT regulations, to over 40% of these complaints.
The Enforcement Office and Icelandair have reached a settlement of this matter in order to avoid litigation. Icelandair consented to the issuance of the Order, to cease and desist from future similar violations, and to the assessment of $100,000 in penalties.
If you have any questions, please contact Evelyn Sahr (esahr@eckertseamans.com, 202-659-6622) or Drew Derco (dderco@eckertseamans.com, 202-659-6665).
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