Late-Flight Records Will Be Exposed

The Transportation Department granted airlines a 60-day extension on a less-publicized new rule: a requirement that carriers publish each flight’s on-time record and how often it has arrived more than 30 minutes late within their search results. Special note will be made of flights that have arrived more than a half-hour late more than half the time. Airlines will also have to indicate the cancellation rate for any flight canceled more than 5 percent of the time.

Although the rule takes effect in late June, carriers will have until late July to begin publishing this information, since it is based on the previous month’s statistics for each flight. This provision may end up reducing delays: if travelers start choosing flights based on a flight’s on-time record and avoiding flights that are frequently late, airlines will have to correct unrealistic schedules. The Transportation Department has also deemed it “an unfair and deceptive practice” to continue operating a chronically delayed flight and will fine airlines that do so.

Complaining Will Be Easier

Another less-publicized new rule is that carriers now have to publish contact information for consumer complaints on their Web sites and on all e-ticket confirmations. The Transportation Department has also redesigned its aviation consumer protection Web site, airconsumer.dot.gov, to make it easier for passengers to file complaints.

While it may seem like filing a complaint to a government agency is a futile exercise, it’s not, and may be more effective than complaining to the airline. Transportation officials say they review every complaint and investigate when there’s a clear violation of government rules or a pattern of misbehavior that needs to be addressed, and sometimes these investigations result in financial penalties to the airline. The complaints also help investigators spot emerging problems that may require further regulation, such as whether airlines should have to refund checked baggage fees if a passenger’s luggage is lost or late.

Charges Should Be Fair and Transparent

Even before the new rules went into effect, the Transportation Department was working on another set of proposed regulations, which it plans to announce and open for public comment in June. Among the topics under consideration: how extra fees  such as for baggage or seat reservations  are disclosed, how fares are advertised and how and when airlines should provide alternative transportation for passengers on canceled flights. Also under discussion is the possibility of prohibiting airlines from pre-selecting extra options for passengers buying tickets (like travel insurance), so that consumers don’t have to un-check a box to avoid paying additional charges.

Kate Hanni, founder of Flyersrights.org, the advocacy group that pushed for the tarmac delay rule, said that she had been communicating with legislators and transportation officials about addressing these and other issues for many months. Although it took years to get the tarmac delay rule adopted, she believes government action is key to getting the airlines to change.