With Labor Day weekend approaching, the federal government is beefing up US airlines, calling the disruptions observed over the past few months “unacceptable” and calling for changes.
Department of Transportation Secretary Pete Buttigieg wrote to airlines on Thursday, urging them to improve their customer service and warning airlines that new rules could be coming to better serve travelers who face flight disruptions within the airlines’ control enable.
“Americans, when they buy an airline ticket, expect to get to their destination safely, reliably and affordably,” the secretary wrote.
According to the department, about 24% of US airlines’ domestic flights were delayed and 3.2% were canceled in the first six months of this year.
DOT said it will launch a new website in the coming weeks where travelers can see exactly what they are owed and the differences in compensation across all major airlines.
“When passengers experience cancellations and delays, they deserve clear and transparent information about the services your airline will be providing to manage the cost and inconvenience resulting from these disruptions,” Buttigieg wrote.
Pete Buttigieg, Secretary of Transportation, speaks with members of the media outside the West Wing before U.S. President Joe Biden signs the Inflation Reduction Act of 2022 into law at HR 5376 August 16, 2022 at the White House in Washington, DC.
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Buttigieg said airlines must “evaluate” their customer service plans, urging airlines to at least provide meal vouchers for delays of three hours or more and hotels for passengers who have to wait overnight at an airport due to disruptions within the airline’s control .
Airlines for America (A4A), the group advocating for all major U.S. airlines, responded to the letter by saying its members have an “obligation” to work with stakeholders to address these challenges.
Airlines have pointed to increased demand and staffing issues for the disruptions. A4A also cited data suggesting that 63% of cancellations in the first five months of 2022 were caused by weather and the National Airspace System (NAS) combined.
The DOT letter comes amid a push for consumer rights — earlier this month the department announced a new rule that would “bolster” protections for customers requesting a refund.
The rule, if enacted, would define the conditions of a “significant” change and cancellation for the first time, and would also require airlines to issue refunds for flights delayed by three hours.