FlyersRights gives DOT a Grade of C+

I would give this DOT report a grade of C+.

It shows that DOT took action on the clearly illegal practices of most airlines not to give passengers refunds for COVID related cancellations in 2020-21. However, that action was weak, consisting of counseling airlines to obey fundamental law, I.e. that you cannot keep consumers’ money for a service never provided.

The fact is nothing significant has been done to increase staffing in the face of a 5,000% increase in complaints. The DOT normally takes 1-3 years to investigate complaints that appear to violate its regulations and also only logs 90% of complaints for statistical purposes. These investigations could take a decade or more the way DOT operates.

The lack of any fines to date in the face of an estimated $10 billion in ticket refund money retained by airlines is staggering. And fines do not go to consumers unless negotiated in a settlement, only to the US government.

FlyersRights suggested that the DOT issue emergency orders and rules on refunds while normal rulemaking is pending which can take years and that Secretary Buttigieg speak out publicly on refund issue, but this has not happened even after the EO specifically called for DOT action.

The DOT generally takes as long as possible to do as little as possible and its record on COVID related refunds only slightly deviates from this norm.

Paul Hudson

President, FlyersRights.org

Member, FAA Rulemaking Advisory Committee

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Reference: DOT Report on Airline Ticket Refunds