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Traveling by air in recent years has become more and more frustrating for consumers. Ticket prices have been on the rise while previously complimentary amenities diminish. We are paying more to travel with fewer perks and in many cases little or no control over how much time we are forced to spend at the airport or on the tarmac. Most people understand the increased need for security and tolerate delays due to weather or mechanical issues. Passengers are less tolerant however of being “held hostage” so to speak on the tarmac when flights are delayed.

Transportation secretary Ray LaHood announced this week that new rules will be in effect in the spring of 2010. In the meantime Kate Hanni a passengers rights advocate is pushing for legislation which will turn the new rules into law. Hanni formed a group supporting passenger rights in response to the increased number of incidents where people are stranded on the tarmac and not allowed to deplane. Flight delays and other problems being reported by passengers have initiated the push for an “Airline Passengers Bill of Rights”.

Changes coming to the airline industry include the following:

  • Airlines must have a designated employee who will monitor flight delays and cancellations. This employee must also respond to complaints in a timely manner and offer passengers information as to where they can file complaints.
  • Airlines will no longer be able to make contract changes on tickets that have already been purchased if those changes will have a negative impact on consumers.
  • Passengers will have the right to deplane an aircraft that has been on the tarmac for three hours as long as it is has been determined safe to do so.
  • Carriers must offer food, potable water, working lavatories and medical attention to passengers on a grounded plane within two hours of the plane being delayed.
  • Airlines will have to implement and audit customer service plans.
  • If an airline continually schedules delayed flights, they will be subject to consequences as a result of unfair and deceptive practices.
  • Airlines must update their websites to reflect accurate flight delay information.

Travelers have rights and the rules mentioned here should result in fewer customer complaints. These new rules apply to U.S. carriers operating domestic flights, therefore international flights may be subject to different rules and regulation. While this announcement may not help the millions of passengers flying this week, it should be considered a positive move in the travel industry. Purchasing an airline ticket should not result in the complete loss of consumer rights and new rules will offer consumers options and protection in the very near future.



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