DOT warns airlines again over refunds
The US department of transportation has once again reminded airlines of their responsibilities over refunding customers after a huge surge in complaints.
Airlines were warned to process refund requests after an ‘unprecedented volume of complaints’ in March and April.
The DOT says it receives about 1,500 airline complaints in an average month but it spiked to 25,000 in March and April.
"The department received an unprecedented volume of complaints from passengers and is examining this issue closely to ensure that airlines’ policies and practices conform to DOT’s refund rules," said transportation secretary Elaine Chao.
Airlines have been accused of delaying tactics while refunding all passengers could force airlines into bankruptcy, trade group Airlines for America has warned.
"The department is asking all airlines to revisit their customer service policies and ensure they are as flexible and considerate as possible to the needs of passengers who face financial hardship," the DOT said.
However, the department is being more lenient with airlines on their obligation to fly to a certain number of destinations as a condition of CARES Act funding.
It will relax the current levels and allow airlines to cease flying to up to 5% fewer cities.
In relaxing the number of flights, the US DOT says at least one airline will continue to serve all communities that currently have scheduled flights.
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