GAO EXAMINES DOT’S SUPERVISION OF AIRLINE CONSUMER PROTECTION
December 12, 2018
The Government Accountability Office (GAO) this month issued a report, Airline Consumer Protections: Additional Actions Could Enhance DOT’s Compliance and Education Efforts, on customer service quality in the domestic airline industry. GAO examined government data on the twelve largest domestic airlines for the period 2008 to 2017 to identify trends in airline service, the effectiveness of the Department of Transportation (DOT’s) compliance efforts, and how DOT’s passenger education efforts aligned with industry best practices. In general, GAO observed that airline customer service quality was mixed: while late flights, denied boardings, and mishandled baggage have decreased, the rate of passenger complaints increased from 1.1 to 1.2 complaints per 100,000 in the period studied. Third-party studies of consumer perceptions indicated travelers were generally more satisfied with airline service in 2017 compared to 2013, though that trend might have plateaued in 2018.
The report recommended the following actions for DOT:
- improve the rigor of its analysts’ training and coding of complaints;
- improve its complaints case management system;
- establish internal performance measures for its key compliance activities (consulting on compliance with airlines, processing complaints from passengers, conducting inspections, and enforcement); and
- reach out directly to consumers to understand what they do or don’t know about their rights even as the Department regularly consults with stakeholder groups
In a letter dated November 6, 2018, DOT concurred with GAO’s recommendations, and pledged to improve while also recognizing the significant work the Department has done over the past decade to ensure airline customer service quality. From 2008 to 2017, DOT’s Enforcement Office processed over 142,000 consumer complaints, conducted approximately 2,500 investigations, issued approximately 400 consent orders, and developed 25 guidance documents for airlines.
If you have any questions, please contact Evelyn Sahr (esahr@eckertseamans.com or 202-659-6622); Drew Derco (dderco@eckertseamans.com or 202-659-6665), or Alexander Matthews (amatthews@eckertseamans.com or 202-659-6633).
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