Passenger Rights
It is always best to know your rights before you go. Each airline may have different procedures, but these guidelines will help.
Your Tickets
Reservations: Once you have a confirmed reservation, you are confirmed on the flight even if there is no record of your reservation in the airline's computer system. If you have a ticket that shows a confirmed reservation for a specific flight and date, an agent cannot deny you boarding because you have no reservation in the computer. If you don't show up for a flight and fail to cancel the reservation, you are considered a no-show and the airline can cancel any continuing or return reservations.
Lost Tickets: Refunds can be difficult, sometimes impossible, to obtain if tickets are lost or stolen. Your ticket number may be shown on your credit card receipt or travel agency itinerary. Write it down and take it with you. You may have to buy another ticket in order to continue your trip and you may wind up paying more for the second one. Once you prove that you actually bought the ticket, the airline must begin processing your refund application, with a waiting period of two to six months.
Refunds: Refund guidelines vary from carrier to carrier, but there are certain rules that all must follow. If you paid for your ticket with cash and you have a refundable fare, you can often get an immediate refund from the carrier or travel agency. If you paid by personal check, the refund will generally have to be mailed to you. Some tickets purchased overseas can only be refunded in that same currency and country. If you pay by credit card, you will probably be charged whether you use your tickets or not. To get a refund, you must return the unused tickets to the airline. You usually can't get a cash refund for a credit card purchase. An airline must forward a credit to your card company within seven business days after receiving a complete refund application.At The Airport
Check-In Times: Even if you have already checked in for your flight, an airline can cancel your reservation if you are not at the departure gate on time. Even if you have an advance boarding pass or have an advance seat assignment, your seat may be given to another passenger. If you do not check your baggage in sufficient time for it to be loaded on your flight the airline is not responsible for any delay in the delivery of your baggage to your destination. To avoid these problems, we recommend arriving at the airport at least two hours before departure time.
Got Your ID?: You are required to present photo ID upon check-in and at boarding. You also may be subject to a physical or electronic search throughout your travel. If you refuse to provide identification as required or refuse a physical or electronic search you will be denied boarding, or removed from a flight at any point. The airline is then obligated to refund your ticket even if it is a nonrefundable ticket.
Delays/Cancellations: Airlines are not required to compensate passengers for delayed or canceled flights. Each carrier differs in its policy and there are no federal requirements. Most will book you on the next available flight. If your plane is delayed the airline may pay for meals or a phone call, so ask. Some will offer no amenities if the delay is caused by bad weather or other conditions beyond their control. Compensation is required by law only if you are "bumped" from a flight that is oversold (discussed below).Although it is not required by law, through their own programs, many airlines are beginning to inform passengers to the causes for delays in their flights.
Overbooking/Bumping: Overbooking is legal, and most airlines do it. They are, however, required to ask people to volunteer to be bumped. If you are bumped involuntarily, you must be given a written statement describing your rights and explaining how the carrier decides who gets on an oversold flight and who doesn't and you may keep your ticket and use it on another flight. If you choose to make your own arrangements, you can request an "involuntary refund" for the ticket. You are also entitled to compensation, with a few exceptions. For example, if the airline arranges substitute transportation that is scheduled to get you to your final destination (including later connections) within one hour of your original scheduled arrival time, you get nothing.
Delayed/Lost Luggage: If your bags are delayed, airlines usually agree to pay "reasonable" expenses until they're found. The amount is subject to negotiation and you may have to fight for it. If your bags are not found you must file a claim, which takes some time to process. It is normal to wait six weeks to three months for reimbursement although some airlines are much more efficient than others. If your bags are delayed, lost or damaged on a domestic trip, the airline can invoke a ceiling of $1,250 per passenger. On international trips, the liability limit is it is limited to $9.07 per pound ($20 per kilo) by the Warsaw Convention, unless you pay for extra liability. Beware of deadlines! If you miss the check-in deadline, the carrier is not responsible for your bag if it is delayed or lost.
The Airlines' Rights:
An airline is not necessarily liable if your flight is delayed or canceled. There are some situations, such as inclement weather and "acts of God" which are deemed beyond the carriers' control. In these cases, the airline will usually refund your ticket even if it's a nonrefundable ticket, but won't be responsible for any inconvenience it may have caused you. The following is a list of situations in which an airline may legally deny you boarding or remove you from a flight on which you are confirmed.
A. If they must comply with any government regulation of space or request for emergency transportation in connection with national defense or national disasters
B. Due to weather conditions or other conditions beyond the airlines' control
C. If you refuse to permit a search of your person or property for explosives or a concealed deadly or dangerous weapon
D. You refuse to provide positive identification or don't have proper documentation for travel across international boundaries
E. your conduct is disorderly, abusive or violent
F. if you are barefoot, if you are unable to sit in the seat with seat belt fastened, if you are intoxicated or under the influence of drugs, if you attempt to interfere with any member of the flight crew or if you have a concealed or unconcealed deadly or dangerous weapon.
Registering A Complaint
Have a Complaint?: If you can't resolve your problem or question at the airport and want to file a complaint, call or write the airline's consumer office at its corporate headquarters. If you would like to file a complaint online quickly and have it directed to the appropriate airline, hotel, cruise line, etc., go to PassengerRights.com and fill out a complaint form there.The DOT has a Web site set up specifically to deal with consumer complaints at http://www.oig.dot.gov/. You can get useful information on filing a complaint there and if your complaint is in reference to airline-ticket pricing or overbooking issues, you may download forms and submit your complaint directly. If you want to put your complaint about an airline on record with DOT, you can call the Federal Aviation Administration at (202) 366-2220 or toll-free at 1-800-322-7873 to record your complaint. Or write: Aviation Consumer Protection DivisionU.S. Department of TransportationRoom 4107, C-75Washington, DC 20590 airconsumer@ost.dot.gov The DOT web site (http://www.dot.gov/) has links to several other sites, and phone numbers of contacts.Disabled Passengers
Disabled Passengers:
You cannot be refused transportation on the basis of disability or be required to have an attendant or produce a medical certificate except in very limited circumstances. Airlines must provide enplaning, deplaning and connecting assistance, including both personnel and equipment. Some commuter aircraft may not be accessible to passengers with severe mobility impairments. In addition, airport terminals and airline reservations centers must have TDD telephone devices for persons with hearing or speech impairments. Passengers with vision or hearing impairments must have timely access to the same information given to other passengers at the airport or on the plane concerning gate assignments, delayed flights, safety, etc. Air carriers must accept wheelchairs as checked baggage, and cannot require passengers to sign liability waivers for them (except for pre-existing damage). Carriers must allow service animals to accompany passengers in the cabin as long as they don't block the aisle or other emergency evacuation route. FAA safety rules establish standards for passengers allowed to sit in emergency exit rows; such persons must be able to perform certain evacuation-related functions. Airlines may not charge for any of these services.
Your Tickets
Reservations: Once you have a confirmed reservation, you are confirmed on the flight even if there is no record of your reservation in the airline's computer system. If you have a ticket that shows a confirmed reservation for a specific flight and date, an agent cannot deny you boarding because you have no reservation in the computer. If you don't show up for a flight and fail to cancel the reservation, you are considered a no-show and the airline can cancel any continuing or return reservations.
Lost Tickets: Refunds can be difficult, sometimes impossible, to obtain if tickets are lost or stolen. Your ticket number may be shown on your credit card receipt or travel agency itinerary. Write it down and take it with you. You may have to buy another ticket in order to continue your trip and you may wind up paying more for the second one. Once you prove that you actually bought the ticket, the airline must begin processing your refund application, with a waiting period of two to six months.
Refunds: Refund guidelines vary from carrier to carrier, but there are certain rules that all must follow. If you paid for your ticket with cash and you have a refundable fare, you can often get an immediate refund from the carrier or travel agency. If you paid by personal check, the refund will generally have to be mailed to you. Some tickets purchased overseas can only be refunded in that same currency and country. If you pay by credit card, you will probably be charged whether you use your tickets or not. To get a refund, you must return the unused tickets to the airline. You usually can't get a cash refund for a credit card purchase. An airline must forward a credit to your card company within seven business days after receiving a complete refund application.At The Airport
Check-In Times: Even if you have already checked in for your flight, an airline can cancel your reservation if you are not at the departure gate on time. Even if you have an advance boarding pass or have an advance seat assignment, your seat may be given to another passenger. If you do not check your baggage in sufficient time for it to be loaded on your flight the airline is not responsible for any delay in the delivery of your baggage to your destination. To avoid these problems, we recommend arriving at the airport at least two hours before departure time.
Got Your ID?: You are required to present photo ID upon check-in and at boarding. You also may be subject to a physical or electronic search throughout your travel. If you refuse to provide identification as required or refuse a physical or electronic search you will be denied boarding, or removed from a flight at any point. The airline is then obligated to refund your ticket even if it is a nonrefundable ticket.
Delays/Cancellations: Airlines are not required to compensate passengers for delayed or canceled flights. Each carrier differs in its policy and there are no federal requirements. Most will book you on the next available flight. If your plane is delayed the airline may pay for meals or a phone call, so ask. Some will offer no amenities if the delay is caused by bad weather or other conditions beyond their control. Compensation is required by law only if you are "bumped" from a flight that is oversold (discussed below).Although it is not required by law, through their own programs, many airlines are beginning to inform passengers to the causes for delays in their flights.
Overbooking/Bumping: Overbooking is legal, and most airlines do it. They are, however, required to ask people to volunteer to be bumped. If you are bumped involuntarily, you must be given a written statement describing your rights and explaining how the carrier decides who gets on an oversold flight and who doesn't and you may keep your ticket and use it on another flight. If you choose to make your own arrangements, you can request an "involuntary refund" for the ticket. You are also entitled to compensation, with a few exceptions. For example, if the airline arranges substitute transportation that is scheduled to get you to your final destination (including later connections) within one hour of your original scheduled arrival time, you get nothing.
Delayed/Lost Luggage: If your bags are delayed, airlines usually agree to pay "reasonable" expenses until they're found. The amount is subject to negotiation and you may have to fight for it. If your bags are not found you must file a claim, which takes some time to process. It is normal to wait six weeks to three months for reimbursement although some airlines are much more efficient than others. If your bags are delayed, lost or damaged on a domestic trip, the airline can invoke a ceiling of $1,250 per passenger. On international trips, the liability limit is it is limited to $9.07 per pound ($20 per kilo) by the Warsaw Convention, unless you pay for extra liability. Beware of deadlines! If you miss the check-in deadline, the carrier is not responsible for your bag if it is delayed or lost.
The Airlines' Rights:
An airline is not necessarily liable if your flight is delayed or canceled. There are some situations, such as inclement weather and "acts of God" which are deemed beyond the carriers' control. In these cases, the airline will usually refund your ticket even if it's a nonrefundable ticket, but won't be responsible for any inconvenience it may have caused you. The following is a list of situations in which an airline may legally deny you boarding or remove you from a flight on which you are confirmed.
A. If they must comply with any government regulation of space or request for emergency transportation in connection with national defense or national disasters
B. Due to weather conditions or other conditions beyond the airlines' control
C. If you refuse to permit a search of your person or property for explosives or a concealed deadly or dangerous weapon
D. You refuse to provide positive identification or don't have proper documentation for travel across international boundaries
E. your conduct is disorderly, abusive or violent
F. if you are barefoot, if you are unable to sit in the seat with seat belt fastened, if you are intoxicated or under the influence of drugs, if you attempt to interfere with any member of the flight crew or if you have a concealed or unconcealed deadly or dangerous weapon.
Registering A Complaint
Have a Complaint?: If you can't resolve your problem or question at the airport and want to file a complaint, call or write the airline's consumer office at its corporate headquarters. If you would like to file a complaint online quickly and have it directed to the appropriate airline, hotel, cruise line, etc., go to PassengerRights.com and fill out a complaint form there.The DOT has a Web site set up specifically to deal with consumer complaints at http://www.oig.dot.gov/. You can get useful information on filing a complaint there and if your complaint is in reference to airline-ticket pricing or overbooking issues, you may download forms and submit your complaint directly. If you want to put your complaint about an airline on record with DOT, you can call the Federal Aviation Administration at (202) 366-2220 or toll-free at 1-800-322-7873 to record your complaint. Or write: Aviation Consumer Protection DivisionU.S. Department of TransportationRoom 4107, C-75Washington, DC 20590 airconsumer@ost.dot.gov The DOT web site (http://www.dot.gov/) has links to several other sites, and phone numbers of contacts.Disabled Passengers
Disabled Passengers:
You cannot be refused transportation on the basis of disability or be required to have an attendant or produce a medical certificate except in very limited circumstances. Airlines must provide enplaning, deplaning and connecting assistance, including both personnel and equipment. Some commuter aircraft may not be accessible to passengers with severe mobility impairments. In addition, airport terminals and airline reservations centers must have TDD telephone devices for persons with hearing or speech impairments. Passengers with vision or hearing impairments must have timely access to the same information given to other passengers at the airport or on the plane concerning gate assignments, delayed flights, safety, etc. Air carriers must accept wheelchairs as checked baggage, and cannot require passengers to sign liability waivers for them (except for pre-existing damage). Carriers must allow service animals to accompany passengers in the cabin as long as they don't block the aisle or other emergency evacuation route. FAA safety rules establish standards for passengers allowed to sit in emergency exit rows; such persons must be able to perform certain evacuation-related functions. Airlines may not charge for any of these services.
posted by Advantage International, LLC | 8:01 PM
<< Home