The U.S. Department of Transportation is warning airlines that they must issue prompt refunds to passengers whose flights are canceled or changed significantly during the coronavirus crisis.
began in hopes of preserving badly needed cash as trip cancellations have soared and new bookings have disappeared."Although the COVID-19 public health emergency has had an unprecedented impact on air travel, the airlines’ obligation to refund passengers for cancelled or significantly delayed flights remains unchanged,'' the DOT said in its enforcement notice.
The DOT notes that airlines complied with the policy during 9/11, Hurricane Katrina and other natural disasters. Airline executives have repeatedly said the financial damage from the coronavirus crisis is alreadyThe DOT is giving airlines that haven't been following the refund policies time to change their policies before it takes any enforcement action.
2) Update their refund policies and contract of carriage provisions to"make it clear that it provides refunds to passengers if the carrier cancels a flight or makes a significant schedule change.'' 3) Review the refund requirements with airline employees, including reservationists, ticket counter agents, refund personnel and other customer service professionals.
"The Aviation Enforcement Office will monitor airline policies and practices and take action as necessary,'' the enforcement notice says.
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