Opposing view: We’re working to improve the flying experience
Today, air travel is increasingly accessible and more affordable than ever. To keep pace with increasing demand, the Transportation Department’s Aviation Consumer Protection Division (ACPD) has redoubled its efforts to ensure that airlines are following the rules, that passengers understand their rights, and that it’s easier than ever to file a complaint.
ACPD’s commitment to protecting passengers includes fairly and vigorously enforcing consumer protection rules. This year, the division’s investigators made over 100 unannounced inspections of 34 airlines at 19 airports nationwide to ensure front-line airline employees are complying with consumer protection and civil rights laws.
Since January, the ACPD has issued
18 consent orders assessing more than
$3 million in civil penalties. The division has reached landmark voluntary agreements with several airlines to expand access for Americans with disabilities by increasing the availability of accessible airport kiosks.
We recognize that with the volume of flights and rising demand for travel, challenges arise. From our daily interaction with travelers, we understand firsthand the issues they face. That’s just one reason the ACPD relaunched its airline consumer website to make it easier for everyone, including people with disabilities, to learn about their rights. Now, with the click of a button, consumers can access the site and learn what to do if a problem arises.
In addition to its proactive work, the division regularly assists consumers in resolving problems with airlines, including facilitating payment of overdue refunds and ensuring proper compensation for damaged wheelchairs. From our frequent meetings with the industry, we understand that most U.S. airlines are taking steps to ensure families can be seated with young children, a practice that can earn them consumer approval in a competitive marketplace.
Although there is much more to be done, U.S. airlines just reported both the lowest mishandled baggage and bumping rates in decades. Should bags arrive late, the division requires airlines to compensate passengers up to $3,500 for reasonable expenses.
Whether advocating for travelers, providing better tools for consumers, or working with industry to ensure greater accessibility and responsiveness, ACPD remains committed to building upon these milestones to improve the flying experience for everyone.
Blane Workie is assistant general counsel of DOT’s Office of Aviation Enforcement and Proceedings. For more, visit www.dot.gov/airconsumer.