Consumer Protection

Groups Tell DOT Airlines Should Automatically Refund Consumers for Services Not Provided

In comments on rules proposed by the Department of Transportation concerning refunds when ancillary services for which consumers have paid are not provided as promised, Consumer Federation of America and other groups said that the priority should be to minimize cost and inconvenience for the passengers not the airlines. For instance, if consumers arrive at their destinations but their checked bags don’t, they should be entitled to have their baggage fees refunded automatically, regardless of how long it takes to deliver their luggage.