Airport Avenger: Tips and Top Secrets for Airlines, Airfares, Fees, Security and Cancelations

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What Airlines Must Tell You: The New Rules

There's a lot that airlines would rather passengers didn't know, especially when it comes to buying a ticket, lost luggage or compensation when things go wrong. For years the government made noise about addressing the problems, and airlines still did pretty much whatever they wanted.

Finally things are changing and flying might become a little more enjoyable. After all, it's always more fun when you're treated fairly and honestly, isn't it?

The U.S. Department of Transportation has addressed some problems that have plagued air travelers for years: hidden fees, deceptive ads, how airlines let you know about canceled flights and what they will pay you when you're tossed off an overbooked flight.

"Thanks, Avenger!"

Here's what you need to know about what's changed and some of our ideas for doing more.


The Problem	The Solution	What Else Can Be Done?
Penalties for tarmac delays of more than 3 hours didn't apply to all airports and all carriers.	The 3-hour limit for sitting on the tarmac now covers large and small airports, airlines and foreign carriers. Foreign airlines have a 4-hour tarmac limit before planes must return to the terminal.	Two hours is long enough to wait on the tarmac.
Passengers were left in the dark about delays and flight status.	Airlines must update passengers at the gate, by email or phone within 30 minutes of knowing a flight will be delayed or canceled.	Offer passengers alternate airlines and airports that have available flights. Switch passengers to alternate carriers without charge.
Bumped passengers didn't get written explanations of why they were bumped and what compensation they were due. Compensation was too low.	The compensation passengers get for involuntary bumping rose to $650-$1,300.	Raise bumping payouts with the inflation rate. Cap airline overbookings that create bumpings. Extend the rules to regional and foreign carriers.
Airlines didn't spell out what they would do for passengers when flights were canceled.	Airlines must clearly state on their websites how they handle cancellations and what, if anything, they will do for passengers.	Require airlines to reimburse passengers for major expenses related to delays.
Airfare ads were often misleading. Fares on airline websites didn't include taxes and fees.	Airfare ads must clearly say if a fare is "each way" and only available with roundtrip purchase or under special conditions. Fares must include all government taxes and fees.	Require airlines to honor each leg of a roundtrip ticket, instead of canceling the entire ticket when one leg isn't used.
Once booked, discount fares couldn't be changed or canceled without a fee.	Changes and cancellations are allowed within 24 hours of booking with no fee.	Drop the change fee altogether. Does it really cost an airline $100 or more to press a few keys to book a passenger on another flight?
Extras like travel insurance or club memberships were added to fares without customer approval.	Extras must be left up to the customer to choose, instead of being an "opt-out" the airline automatically adds to the total fare.	List all extras seperately from the airfare tally.
Fees for checked bags, frequent-flier miles, reservations, etc. were not posted prominently in ads or on websites.	All fees must be posted prominently on websites, before a flight is booked.	Force airlines to provide fees to online booking sites other than their own so passengers buying tickets there won't be hit by hidden fees.
Airlines pocketed fees when airfares were refunded.	All fees must be refunded when a ticket is refunded, including "zero-fare" frequent-flier bookings.	Notify passengers at purchase that fees will be returned if a refund is necessary.
Airlines were not penalized for delays in returning checked bags and some kept checked bag fees when luggage was lost.	Checked bag fees must be refunded when luggage is lost.	Raise compensation that airlines must pay for lost bags. Add a penalty for each day that a bag is delayed.
Complaint addresses and phone numbers were often hard to find on airline websites. Complaint phone lines have lengthy delays.	Ways for passengers to complain must be prominently posted.	Prominently post an airline's responsibility to respond within 30 days to written complaints, including those on social networking sites. Require complaint phones to be answered by a person, not a computer, within 10 minutes.
Airlines tell customers about a flight's on-time performance, if asked. Some post it on websites.	Airlines must post updated information about a flight's on-time record before a ticket is purchased.	Post online an aircraft's age and maintenance record. Post any DOT or FAA penalties levied against the airline in the last five years.
When an airline was sued, the carrier could insist on having the case heard in a court far from where the plaintiff lived.	Airlines may not insist on specific, inconvenient venues in the event of a lawsuit.	Any competent jurisdiction should be acceptable for a lawsuit.

Let's Fly Right!