Was reading some of the the US blogs just now and it seams that DOT has told the airlines that vouchers or credits cannot be forced on to Pax with flights cancelled or with significant schedule changes.
This involves all airlines flying into and out of the USA. It also says and one who has taken a voucher or credit for these flight must be contacted by the airline and offered a full refund.
DOT is telling airlines that continuing to deny refunds for cancelled flights and significant schedule changes is “a violation of the carriers’ obligation that could subject the carrier to an enforcement action.”
However the government will not act against airlines that have improperly refused refunds already provided:
This involves all airlines flying into and out of the USA. It also says and one who has taken a voucher or credit for these flight must be contacted by the airline and offered a full refund.
- The DOT has seen an increase in consumer complaints related to flight refunds
- Customers are entitled to a cash refund when the airline cancels a scheduled flight or makes a significant schedule change and the passenger chooses not to accept the alternative offered
- This applies for flights operated by US and foreign airlines to, within, or from the United States
- Because this is an unprecedented situation, the DOT will exercise enforcement discretion, and will give airlines the opportunity to become compliant before taking further action
DOT is telling airlines that continuing to deny refunds for cancelled flights and significant schedule changes is “a violation of the carriers’ obligation that could subject the carrier to an enforcement action.”
However the government will not act against airlines that have improperly refused refunds already provided:
- “the carrier contacts, in a timely manner, the passengers provided vouchers for flights that the carrier cancelled or significantly delayed to notify those passengers that they have the option of a refund”
- “the carrier updates its refund policies and contract of carriage provisions to make clear that it provides refunds to passengers if the carrier cancels a flight or makes a significant schedule change”
- “the carrier reviews with its personnel, including reservationists, ticket counter agents, refund personnel, and other customer service professionals, the circumstances under which refunds should be made.”