SENATORS URGE DOT TO INCREASE TRANSPARENCY AND EFFICIENCY FOR AIRLINE REFUNDS
June 10, 2022
On May 3, 2022, several U.S. Senators sent a letter to the Secretary of DOT to urge DOT to strengthen consumer protections regarding airline refunds in response to numerous complaints about refunds related to COVID-19 cancellations. Specifically, the Senators requested that DOT take further action to make the refund process easier, more transparent, and more efficient for U.S. airline consumers because of the many passenger refund complaints that were made during the COVID-19 pandemic. The Senators also urged DOT to take “specific actions to protect air travel consumers” such as clarifying and codifying policies to require air carriers and ticket agents to provide prompt refunds to consumers after a flight is cancelled or significantly delayed, and clarifying the rights consumers have when they are unable to travel and cancel their own tickets due to government restrictions or the declaration of a public health emergency. The Senators also urged DOT to require air carriers to conspicuously disclose and publicize those consumers must submit a written request to trigger the refund requirement, to set up user-friendly and easy to find refund portals, and to require carriers to report the value of refunds and vouchers provided to consumers to the Bureau of Transportation Statistics every month. The Senators based their request on a DOT report which found that during the pandemic, airlines had difficulties timely processing the extensive amount of refund requests they received from consumers and that many airlines were initially reluctant to provide refunds as required.
If you have any questions, please contact Evelyn Sahr (esahr@eckertseamans.com 202-659-6622) or Drew Derco (dderco@eckertseamans.com 202-659-66652).
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