Letter to Blane Workie, Assistant General Counsel for the Department of Transportation - Davids Calls on Department of Transportation to Put Consumers First; Ensure Airlines Issue Deserved Refunds
Letter
Dear Ms. Workie,
As I'm sure you are aware, commercial airline passenger ticket cancellations have spiked recently
due to concerns about the spread of COVID-19, as well as an uptick in carrier-cancelled flights.
With an increased number of passengers seeking relief, it's come to my attention that obtaining
refunds from airlines for these cancelled flights has become difficult.
I understand that the Department of Transportation has issued multiple warnings to airlines on this
matter due in no small measure to the 16.5-times increase in consumer complaints you have
reportedly received. I appreciate your work to ensure that regulations are being enforced and
asking that airlines revisit their customer service policies.
Reports have emerged, however, of loopholes in Department of Transportation guidance to
airlines, including "exclusions for flights that have not been canceled, "nonrefundable fares,' and
bookings made through third parties such as online travel agencies."1 This has left consumers
jumping through hoops to receive refunds or in some cases being forced to accept vouchers instead
of a deserved refund. These vouchers do not help the millions of Americans who are out of work
and need money to pay their bills.
As passenger-cancelled fares and carrier-cancelled flights continue during this pandemic, I ask
that you share what further steps the Department of Transportation intends to take in order to
guarantee consumers aren't adversely affected by this unique circumstance outside their control.
Specifically, what guidance does the Department plan to put forward to make sure that the
regulations surrounding these types of refunds are adhered to? Furthermore, what further remedies
exist beyond warnings from the Department should refunds continue to stall?
I appreciate your attention to this matter and for your continued service during the current crisis.
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