Pre-flight: booking and reservations

Like most businesses, airlines have considerable discretion in how they respond to problems. This doesn’t mean travelers don’t have certain rights as passengers. Rather, demands for compensation from delays and other inconveniences are likely to be the subject of negotiation. For this reason, the consumer should start by seeking remedies from the airline itself.

If that fails, administrative remedies can be obtained through the Department of Transportation (DOT):

• Consumers can file complaints with the Aviation Consumer Production Division:www.dot.gov/airconsumer.
• For broader or more serious fraud, or abuse of discretion issues, consumers should contact the Office of Inspector General.

Depending on the claim, the DOT may undertake an independent investigation or administrative action, or counsel the traveler to seek litigation or settlement. In certain cases where disputes commonly arise, such as cancellations of reservations, the rights of travelers are more clear-cut.

Read the rest of my article at Elsevier Connect