Flyers, Experts Weigh in on New Travel Regulations

Some applaud the new moves, while others say they do not go far enough.

Flyers, experts and the aviation community are expressing their opinions about the newest airline regulations, with some praising the moves as consumer-friendly while others say that they fall short of the necessary consumer protections.

FlyerTalk first released the full scope of the regulations on Tuesday, October 18. Among the changes were fee refunds for delayed luggage, new flight reporting methodology for system wide on-time arrivals and reviewing practices for pricing and fare delivery. The FlyerTalk Forums hosted a live question-and-answer session with officials from the Department of Transportation (DOT) on Wednesday, where flyers provided mixed feedback on the announcement.

“The press release says that these changes will ‘relieve undue burden on competition,’” wrote mherdeg.
“But it’s non-obvious how the specific changes pinpointed in the press release relate to competition between carriers.”

“Based on what was included in the press announcement, I see two missing areas that affect passenger health, safety, convenience, and comfort,” wrote MSPEconomist in the forum. “There should be uniform rules regarding customers of size … Similarly, there should be uniform rules regarding emotional support animals as instances of outrageous abuse seem to be growing.”

FlyerTalkers were not the only ones who had concerns that the regulations were not going far enough; in speaking to NBC News, founder and former director of FlyersRights.org Kate Hanni said the luggage delay problems did not hold as much weight without providing concrete definitions on when and how flyers would receive reimbursements for delayed luggage.

“That’s useless unless the word ‘timely’ is defined,” Hanni told NBC News. “My belief is timely means the bag arrives when you do.”

In addition, Airlines for America (A4A) expressed concern about the new regulations. In a statement, the trade organization warned that airfare and fees could increase if new regulations are added.

“Airlines have different business models and must be allowed to continue offering optional services in a manner that makes sense for both their customers and their business,” A4A president and chief executive Nicholas E. Calio said in a statement. “Efforts designed to reregulate how airlines distribute their products and services are bad for airline customers, employees, the communities we serve and our overall U.S. economy.”

In answering flyers’ questions online, the DOT reinforced their position that the announced improvements would help to improve the customer experience at all phases of flight: booking, during the flight and upon arrival.

“We believe that the more information consumers have about flight options, the more they are empowered to identify the best and most convenient flight options for their travel,” the DOT said in a response on FlyerTalk. “And that in turn will increase completion as airlines work to provide the best options to consumers.”

[Photo: Department of Transportation]