The past week (and change) has been rough for airlines, given the IT meltdown that occurred. While Delta obviously had the toughest time, most airlines experienced a higher rate of cancelations than normal, during one of the busiest travel periods.
That brings us to something that I think people will get a kick out of, and which is also a good reminder of the consumer protections that exist.
In this post:
US Transportation Secretary reads angry airline Tweets
US Transportation Secretary Pete Buttigieg just did a segment with The Recount, during which he was presented with a variety of angry airline Tweets (or whatever you call things posted on that platform nowadays, given that it’s no longer Twitter) from air travelers, and responded to them.
Many of these responses are to people who are clearly confused about what current regulations are, so he provides a useful reminder of what the actual policies are that are in place.
For example, one person writes:
Hey @PeteButtigieg, airlines should be required to refund tickets for flights that they cancel. @delta is only offering a credit that’s only valid for one year.
And of course he reminds them that airlines are actually required to refund passengers in cash when they cancel a flight.
Or there are stories like this one (which I’m sure some people will just deny happened):
Delta has completely dropped the ball on this.
My family and I have been stranded at Atlanta airport for 4 days now.
0 car rentals
0 hotels (was able to get one through a rewards program 25 minutes from the airport for tonight)
0 available flights
4-5 hours in line to even talk to a personThousands of flights canceled.
Thousand of people sleeping in the floor for days.
Thousands of lost bags with no one to claim them.I’ve flown over 30 times in the last 4 years and never seen anything like this even during Covic.
We have two flights booked for tomorrow and hope to catch one of them to make it home.
Buttigieg explains all the things that are wrong with how the airline handled this as well.
I appreciate increased accountability for airlines
It goes without saying that no country has a perfect system when it comes to passenger rights in the case of irregular operations. In the United States, we’re certainly not to the level of the European Union, and the EU261 passenger rights scheme, in terms of protection and compensation in the event of delays and cancelations.
However, there’s no denying that major progress has been made in terms of airlines needing to be transparent about their obligations, and being held accountable.
For example, given its meltdown, Delta has agreed to reimburse passengers if they booked tickets on other airlines due to flight delays and cancelations during the meltdown. That’s not something the airline legally has to do, but it’s ethically the right thing to do, given Delta’s inability to rebook so many stranded passengers.
Delta didn’t want to do this, and for days, the airline insisted it wouldn’t reimburse tickets on other airlines. Then the Department of Transportation (DOT) announced it was investigating Delta’s meltdown, and the airline suddenly changed its tune.
Similarly, I think there’s power to the DOT’s airline customer service dashboard, which clearly spells out what passengers are entitled to in the event of controllable delays and cancelations. Some airline agents used to claim the airline doesn’t provide any sort of accommodation in some situations, but that’s now all very clearly spelled out.
There’s still work to be done, but I think we’ve come a long way.
Bottom line
US Transportation Secretary Pete Buttigieg is responding to some complaints from air travelers regarding delays and cancelations that were recently experienced. It’s a good reminder of what obligations airlines do have in the event of irregular operations, since (understandably) it’s something that many consumers are confused about.
Pete has too much tome on his hands by doing this video and being on so many talk shows recently... I guess he is running for the VP spot since he has soo much experience..NOT
The solutions to greatly reduce airline computer breakdowns are well known but opposed by the airline lobby and ignored by DOT and FAA and Congress. They include stress testing of airline computer systems (Delta lost track of where its planes and flight crews were for days), delay compensation for domestic flights as provided for under EU rules and the Montreal Convention for international flights, minimum reserves of operational personnel and equipment, practice and training for...
The solutions to greatly reduce airline computer breakdowns are well known but opposed by the airline lobby and ignored by DOT and FAA and Congress. They include stress testing of airline computer systems (Delta lost track of where its planes and flight crews were for days), delay compensation for domestic flights as provided for under EU rules and the Montreal Convention for international flights, minimum reserves of operational personnel and equipment, practice and training for major disruptions (plans required but no practice and testing), mandatory use of tickets on other airlines when flight is canceled or excessively delay (was norm before deregulation, DOT repestedly rejects restoring).
One of the problems I see is the blatant lies airlines put out when they say flight was canceled or delayed for safety reasons for unforeseen maintenance so no compensation. Yet somehow that pertucular plane flies somewhere else. They should also have to publicly publish what the safety maintenance issues are. I also like that airline agents should need to be available for passengers so they can help rebook. 8 hours to get an agent is unacceptable.
The US has labour laws? You guys have no protection. Sorry that sux, but at least you can get points from 11 credit cards on Monday.
He didn't read my tweet...which is that Delta is STILL the best airline ever! No aircraft will come close to the majesty of DL's A350-1000.
You are totally F********. Please show me where Delta stands in any Skytrax top airlines categories....
How many freebies do you get from DL
Beware of frauds and imposters
Accountability is good. Making sure the consumer knows what rules exist for airlines is good. Making sure consumers know how to file a complaint when airlines don't follow the law is good. I will remember that website.
Buttigieg takes his role seriously, along with the enforcement duties with which his office is charged.
Remember when Elaine Chao went to bat like this for consumers?
Of course you don’t, because she never did. She was too busy using the office for self-enrichment for herself and her “husband,” Moscow Mitch.
Thank you, Secretary Buttigieg, for doing your job, and doing it so ably.
100% agree!!
When I see ppl complaining about not getting compensated for delays or lost luggage, I so want to ask them when was the last time they voted for more regulations and consumer protection?
Same with healthcare, education and employment…. For instance if you get laid off and you’ve never voted for labor laws or have been voting to empower and enrich billionaires and corporations, then zip it!! We are here because of your vote!
Given that Democrats have been in charge for 12 of the last 16 years, I would say blame them if you don't like the labor laws!
Except they haven’t! Plus to make any meaningful change you need super majority or getting rid of the filibuster.
Well as Obama/Biden/Harris have been weak leaders who would rather just raise issues than try and solve them, I guess you're right - the Dems haven't been in charge!
Sorry it’s really not about either party…and not to talk politics, but about half the population here votes to empower corporations and deprive the individual of any right. An airline can file for bankruptcy and continue as if nothing happened but a middle class person can’t. The population has been brainwashed to think that govt is bad and corporations are good - and because of that thinking, we don’t have a lot of rights. Neither...
Sorry it’s really not about either party…and not to talk politics, but about half the population here votes to empower corporations and deprive the individual of any right. An airline can file for bankruptcy and continue as if nothing happened but a middle class person can’t. The population has been brainwashed to think that govt is bad and corporations are good - and because of that thinking, we don’t have a lot of rights. Neither one is correct but there has to be a balance.
LOL. Congress makes the laws, not the president. Republicans have controlled both chambers for 10 of the last 16 years.
The EU261 regulations are consumer friendly in concert but in reality there are airlines that simply avoid paying compensation. I have been fighting Etihad for months to receive compensation from a flight in September of last year. My claim was approved and I even had a payment advice confirmation but the funds were never credited to my bank. Etihad have been dreadful in trying to successfully resolved this issue.
If you are a US Citizen then file a complaint with the US DOT about this. It looks like this flight wasn't one that touched the US since it was an Etihad flight and subject to EU261, but it doesn't matter, the US DOT will still go to bat for you, because they do regulate Etihad even if they don't regulate this specific flight. I had an inter-Vietnam flight on Vietnam airlines that US DOT...
If you are a US Citizen then file a complaint with the US DOT about this. It looks like this flight wasn't one that touched the US since it was an Etihad flight and subject to EU261, but it doesn't matter, the US DOT will still go to bat for you, because they do regulate Etihad even if they don't regulate this specific flight. I had an inter-Vietnam flight on Vietnam airlines that US DOT had absolutely zero control over but they still reached out to Vietnam Airlines for me and got my refund, because as the DOT person said to me "they don't want to be on our bad side". A simple email from DOT will get things moving.
Ok how about fining airlines when they violate laws. Or asking why airlines and airports jam so many flights that any disruption goes into total chaos? My thinks he wants to keep his career options open, including CEO or an airline so he does pretend outrage.
They fined Southwest last December “30 times larger than any previous penalty for consumer protection violations" a year after that holiday mess. I expect Delta to get taken to the woodshed.
@ George Romey -- As noted by @ FF Dad, we've seen a huge increase in airlines facing fines for breaking laws and not handling meltdowns correctly. We saw that at Southwest, where an unprecedented fine was issued, and that's no doubt in part why Delta is now being more customer friendly.
But even beyond that, if you look at airline filings, you'll constantly see airlines fined for violating the tarmac delay rule, violating airspace rules, etc.
“My [sic] thinks he wants to keep his career options open, including CEO or [sic] an airline so he does pretend outrage.”
You keep making cray cray comments like this.
Mayor Pete can have any job he wants…and he does NOT want to be an airline CEO, as he is dedicated to public service.
Now tell us all about all his flights on government aircraft, so we can debunk that next.
George, you're one of the first people on here always complaining about government regulation and insisting that the government is terrible and needs to stay out of things, but now you are mad that they don't step in and do more (when they are actually doing exactly what you propose they do, that's how ignorant you are), so will you please tell us exactly what would make you happy?
My point here is that...
George, you're one of the first people on here always complaining about government regulation and insisting that the government is terrible and needs to stay out of things, but now you are mad that they don't step in and do more (when they are actually doing exactly what you propose they do, that's how ignorant you are), so will you please tell us exactly what would make you happy?
My point here is that you are exactly what's wrong with the U.S. today and I wish people like you would shut up and go away, and as is your style for every time someone points out what a useless boob you are I'll now wait for you to call me a liberal commie moron. Thanks.