The US government is working on introducing new regulations to alleviate the burden on passengers who faced unforeseen costs and inconveniences due to the extensive flight disruptions during the previous winter season. These regulations may necessitate that airlines compensate passengers and cover expenses such as meals and accommodations in the event of avoidable delays and cancellations.
The initiation of the regulatory development process is set to be announced by President Joe Biden and Transportation Secretary Pete Buttigieg in the coming weeks, just ahead of the hectic summer travel period. Presently, almost no airline provides monetary compensation in addition to reimbursements or amenities, as stated by the White House.
Countries like Canada and the European Union have already implemented policies that mandate such supplementary compensation. The White House mentioned that one research study demonstrated that these regulations have resulted in fewer flight delays within the EU.
To supplement the upcoming regulations, the Transportation Department has also broadened its online Airline Customer Service Dashboard. This tool enables passengers to monitor individual airlines' policies regarding refunds and compensation in instances of flight cancellations or delays.
The call for airlines to enhance customer service comes on the heels of numerous flight disruptions during the holiday season. For instance, Southwest Airlines canceled over 16,000 flights between Christmas and New Year due to a severe winter storm and the breakdown of the company's outdated crew-scheduling software. This situation left passengers stranded across the country, incurring unforeseen expenses.
In a February Senate hearing, Southwest Airlines COO Andrew Watterson expressed the company's commitment to refunding airfares for canceled flights and reimbursing customers for additional expenses such as accommodations and meals. Watterson also apologized for the inconvenience and distress caused by the disruptions. Nevertheless, the Transportation Department is currently investigating Southwest's holiday travel fiasco and whether the airline set unattainable flight schedules.
