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Air Passenger Rights: The On-the-Go Guide

A nationally recognized reporter, writer, and consumer advocate, Ed Perkins focuses on how travelers can find the best deals and avoid scams.

He is the author of "Online Travel" (2000) and "Business Travel: When It's Your Money" (2004), the first step-by-step guide specifically written for small business and self-employed professional travelers. He was also the co-author of the annual "Best Travel Deals" series from Consumers Union.

Perkins' advice for business travelers is featured on MyBusinessTravel.com , a website devoted to helping small business and self-employed professional travelers find the best value for their travel dollars.

Perkins was founding editor of Consumer Reports Travel Letter, one of the country's most influential travel publications, from which he retired in 1998. He has also written for Business Traveller magazine (London).

Perkins' travel expertise has led to frequent television appearances, including ABC's "Good Morning America" and "This Week with David Brinkley," "The CBS Evening News with Dan Rather," CNN, and numerous local TV and radio stations.

Before editing Consumer Reports Travel Letter, Perkins spent 25 years in travel research and consulting with assignments ranging from national tourism development strategies to the design of computer-based tourism models.

Born in Evanston, Illinois, Perkins lives in Ashland, Oregon with his wife.

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Ever wonder what recourse you have when a flight is delayed or canceled? Is anything coming your way if the airline loses your bag? Print out and travel with this wallet-sized fold-up card to quickly reference your air passenger rights.

Perfect for leaving in your suitcase, download and print the PDF file for an on-the-go reference to your air passenger rights, or you can view the mobile-friendly version. 

Downloadable PDF   Air Passenger Rights Fold-up Card

Save the  mobile-friendly air passenger rights fold-up card, 3 levels of air passenger rights:.

• When an airline fails to perform as required or promised, it has to pay you something.
• When an airline violates government rules, the government can impose a fine.
• When an airline fails to perform as promised, its official contract with you requires that it either accommodate you or refund your money

Rights with Compensation

• Cash penalty – If an airline bumps you from a flight, it owes you 200% of the one-way fare, with a $675 maximum, if it can’t get you to your destination within two hours; or 400%, with a maximum of $1,350, if the delay is more than four hours. Those time limits double for international flights.
• Overbooking – This rule applies only when you’re bumped due to overbooking: It does not cover denied boarding for other reasons.
• Cash requirement – An airline may offer vouchers or some other non-monetary compensation, but you can demand a check or a credit to your credit card.
• If an airline loses or damages your checked baggage, it owes you up to $3,500 (domestic) or $1,675 (international).
• Loss compensation applies only if an airline can’t locate and deliver your baggage within 30 days, and it does not apply at all to delayed baggage.

Rights Enforced by Government

The Department of Transportation enforces many regulations that apply to airlines. Beyond safety and corporate behavior, four are specific to passenger rights:

• To deplane if your flight is delayed on the tarmac for more than three hours, with a few minor exceptions, and the right to water and a working toilet during a long tarmac delay.
• To see honest, fully inclusive airfares in advertising and online postings on airline and third-party websites.
• To cancel and receive a full refund on a ticket booked a week or more before departure, even if nonrefundable if you can find a better price within 24 hours of your first purchase.
• To full and accessible disclosure of the terms and conditions of each airline’s contract of carriage.

Rights in Airline Contracts

Airlines belonging to Airlines for America (formerly the Air Transport Association) developed a consistent set of Customer Service Plans, promises to travelers that are incorporated into official contracts. Individual airlines vary the language, but the basic formula covers government-mandated rights and details policies on:

• Lowest fare availability
• Handling of delays, cancellations, and diversions
• Baggage acceptance and delivery
• Handling refunds
• Accommodating passengers with special needs
• Frequent flyer program details
• Handling of complaints

Rights in Delays, Cancellations, and Diversions: Transfer to Another Airline

Your rights during interrupted travel vary by airline:

• If you decide not to complete the trip, all airlines must refund the remaining value of your ticket, even if it’s a non-refundable ticket.
• If you want to complete the trip, all airlines promise you the next available seat to your destination on their own next flight. If the next available seat is a day or more later, Air Canada accommodates return dates changes to provide your original length of stay; other lines may offer this option but they don’t cover it in their documentation.
• American, Delta, Sun Country, United, Virgin America, and WestJet may transfer you to another line, at their sole discretion.
• Air Canada, Alaska, Hawaiian, and WestJet will transfer you at your request.
• If your connecting flight on the outbound portion of a round-trip is canceled at the connecting point and you no longer want/need to travel onward, Air Canada, Alaska, and WestJet will, at your option, return you to your origin point at no cost and refund the full value of your ticket.

Rights in Delays, Cancellations, and Diversions: Amenities

• In a long delay, your rights depend on the cause of the delay. If it is caused by something within an airline’s control, some airlines promise to provide or pay for your needs. But if the delay is due to force majeure , including weather, the airlines promise nothing.
• In a long delay, typically four hours or more, Alaska, Hawaiian, United, and WestJet provide meal expenses; Spirit says it “may” provide such help, and JetBlue offers vouchers for future travel based on delay length.
• In an overnight delay, typically between the hours of 10 p.m. and 6 a.m., Alaska, American, Delta, Hawaiian, Sun Country, United, and WestJet provide for overnight accommodations; Spirit “may” offer accommodations.
• Although the other airlines do not mention amenities specifically in their contracts, they may offer assistance. But it isn’t guaranteed by contract.

Rights You Do Not Have

• Airlines do not guarantee schedules.
• Airlines do not guarantee your seat assignment, even when reserved and assigned in advance.
• Airlines do not promise to seat family groups together.
• Almost all airlines do not refund baggage fees if your bags are not delivered immediately from your flight. Alaska, however, offers a $25 discount on a future flight or 2,500 miles if you don’t get your checked baggage within 20 minutes of arrival at your gate.
• Airlines are not liable for consequent damages, e.g., if a late flight causes you to miss a cruise departure or an important meeting.
• You do not actually own your frequent flyer miles; the airlines own them. Airlines can change frequent flyer rules without notice, and you have no recourse.
• You cannot sue an airline in state court; you must use much less consumer-friendly federal court.

Perfect for leaving in your suitcase, download and print the PDF file for an on-the-go reference to your travel rights.

More from SmarterTravel:

• Airline Fees: The Ultimate Guide
• What Are My Rights in a Winter Storm Flight Cancellation?
• 7 Air Passenger Rights You Might Not Know About

Consumer advocate Ed Perkins has been writing about travel for more than three decades. The founding editor of the Consumer Reports Travel Letter, he continues to inform travelers and fight consumer abuses every day at SmarterTravel.

Editor’s note: This story was originally published in 2016. It has been updated to reflect the most current information.

We hand-pick everything we recommend and select items through testing and reviews. Some products are sent to us free of charge with no incentive to offer a favorable review. We offer our unbiased opinions and do not accept compensation to review products. All items are in stock and prices are accurate at the time of publication. If you buy something through our links, we may earn a commission.

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8 Air Travel Rights You Didn’t Know You Have

With disputes between airlines and the passengers that fly with them increasing, it’s always good to understand your rights as a traveler. Airlines are not inclined to share policies that favor the customers they serve, but there are myriad rules and regulations from the U.S. Department of Transportation they must follow. Below are eight rights that passengers have—but might not know about—when things go wrong. 

Voluntary Bumping

U.S. airlines fly nearly 24,000 flights a day. The odds of passengers being on an oversold flight are pretty slim. But when it happens, the airlines prefer to first seek volunteers to take a later flight for vouchers that can be used on future travel. Not only do you get compensation, but you get priority seating on the next available flight. Depending on the airline (and how desperate they are for the seat), you can ask for perks like first/business class seats , access to a premium lounge , and food vouchers.

Involuntary Bumping

Ed Pritchard / Getty Images

If the bumping is involuntary , travelers are entitled to receive boarding compensation by check or cash, depending on the price of their ticket and the length of the delay. The key here is that the airlines can't give you vouchers, which tend to expire after a year. They must give you cash or a check.

If the airline gets you to your final destination within an hour of the originally scheduled arrival time, a traveler will not be compensated. If the substitute transportation arrives between one and two hours after the original arrival time (between one and four hours on international flights), an airline must pay an amount equal to 200 percent of the original one-way fare, with a maximum of $675. If you arrive more than two hours later (four hours internationally), or if the airline does not make any substitute travel arrangements for you, the compensation hits 400 percent of the one-way fare, with a maximum of $1,350 (as of 2019). 

Those using frequent-flyer award tickets or a ticket issued by a consolidator will be compensated based on the lowest cash, check, or credit card payment charged for a ticket in the same class of service on the flight. And travelers can keep the original ticket and either use it on another flight or ask for an involuntary refund for the ticket for the flight you were bumped from. Finally, airlines must refund payments for services on the original flight, including seat selection and checked baggage.

Flight Delay or Cancellation

Compensation for a delay or cancellation depends on the reason and the airline in question. If there's a weather delay, there’s not much that the airline can do. But if the delay is for manmade reasons, including mechanical, compensation depends on the airline you’re flying.

All airlines have a contract of carriage that outlines what they will do. Travelers can ask for things, including meals, phone calls, or a hotel stay. They can also ask an airline to endorse the ticket over to a new carrier that has seat availability, and legacy carriers can rebook you on their first flight to your destination on which space is available without charge if you ask.

Ticket Changes or Cancellations

Hinterhaus Productions / Getty Images

You’ve found what looks to be a great fare and purchased your ticket. The Department of Transportation (DOT) regulations allow travelers who have booked a flight at least seven days in advance to make changes or even cancel the reservations within 24 hours without being hit with a high cancellation fee. Or if an airline refuses to carry a passenger for any reason, they can apply for a refund, even if they bought a nonrefundable ticket.

Flight Changed by Airliine

Richard Wareham / Getty Images

Airlines sometimes have scheduled flight changes or aircraft changes that force them to re-accommodate travelers on a different flight. If the change does not work, travelers have the right to propose a schedule that works better for them. It’s better to call the airline directly to make the change. Let them know you’re calling about a flight change so you’re not charged to speak with an agent. If the change is significant (like a major time change, a longer layover, or even an overnight stay), you can request a refund.

Lost Baggage

sola deo gloria / Getty Images

The basic rule is that if an airline loses your luggage, you will be reimbursed, depending on the type of flight. The maximum reimbursement for U.S.domestic flights is $3,300 and up to $1,742 for international flights (as of 2019).

For international travel not originating in the U.S., the Warsaw Convention applies, which limits liability to approximately $9.07 per pound up to $640 per bag for checked baggage and $400 per customer for unchecked baggage.

Most airlines will also provide basic necessities, like toothpaste and other personal items, to hold you over. You also have the right to ask for reimbursement to buy replacement clothes in case you were traveling for an event.

Damaged Baggage

If your luggage is damaged , go immediately to the airline’s office in the baggage claim area. You will need to file a report and document any issues. It helps if you can submit photos of the luggage before the flight. If the airline is at fault, you can negotiate a settlement to either repair the damage or replace the bag if it can’t be fixed.

Stuck on the Tarmac

Joe Raedle / Getty Images News / Getty Images

On Jan. 16, 1999, thousands of passengers were trapped for up to 10 hours on Northwest Airlines jets stranded after a major snowstorm at Detroit Metro Airport . That led to a $7.1 million settlement to those travelers and the creation of DOT regulations on how long passengers can be forced to stay on a delayed plane.

A similar incident happened to JetBlue at its JFK Airport hub on Valentine’s Day, 2007. The CEO of JetBlue announced a $30 million initiative to rewrite its procedures for handling flight disruptions and create a customer bill of rights.

DOT rules don’t allow U.S. airline domestic flights to stay on a tarmac for more than three hours, but there are exceptions. 

• The pilot feels there is a safety or security reason why the aircraft can’t go back to the gate and deplane passengers.
• Air traffic control feels that moving an aircraft to a gate would significantly disrupt airport operations.

International flights operated by U.S. carriers are required by DOT to establish and comply with their own limit on the length of tarmac delays. But passengers on both types of flights must be given food and water no later than two hours after the delay begins. Lavatories must remain operable and medical attention must be available if needed.

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EU Air Passenger Rights – European Commission

Related content, eu air passenger rights may apply: .

• If your flight is within the EU and is operated either by an EU or a non-EU airline
• If your flight arrives in the EU from outside the EU and is operated by an EU airline
• If your flight departs from the EU to a non-EU country operated by an EU or a non-EU airline
• If you have not already received benefits (compensation, re-routing, assistance from the airline) for flight-related problems for this journey under the relevant law of a non-EU country.

The European Union is the only area in the world where citizens are protected by a full set of passenger rights. These rights are managed by the European Commission.

Your EU passenger rights!

Know your rights » Read more »

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An Airline Passengers' Bill of Rights seeks to make flying feel more humane

Vanessa Romo

Southwest canceled more than 16,700 flights over several days in late December, leaving thousands of travelers stranded for days. Now lawmakers are attempting to hold airlines to account for disruptions and cancellations with a new Airline Passengers' Bill of Rights. David Zalubowski/AP hide caption

Southwest canceled more than 16,700 flights over several days in late December, leaving thousands of travelers stranded for days. Now lawmakers are attempting to hold airlines to account for disruptions and cancellations with a new Airline Passengers' Bill of Rights.

After millions of Americans had their holiday plans — and even early January itineraries — ruined by airline computer glitches and severe weather disruptions , a group of senators are moving to pass legislation protecting passengers.

Democrat Sens. Edward Markey of Massachusetts and Richard Blumenthal of Connecticut have introduced an Airline Passengers' Bill of Rights that would require airlines to refund tickets and compensate passengers for delays and cancellations caused by the airlines.

Companies would be on the hook for a minimum of $1,350 to passengers denied boarding as a result of an oversold flight. They would also be responsible for compensation and refunds in the event of airline-caused flight delays and cancellations. If or when bags are damaged or lost, the airlines would have to shell out immediate refunds on bag fees.

"This legislation will ensure fliers have the essential consumer protections they deserve," Blumenthal said in a release announcing the bill. "This legislation will establish clear, enforceable rules for airlines to follow, putting consumers first and restoring sanity to the skies.

He added: "The Southwest Airlines debacle is just the latest example of why we urgently need stronger passenger protections, as air travel has become more stressful, unpredictable, and uncomfortable for fliers."

Southwest Airlines canceled more than 16,000 flights between Christmas and the New Year.

If passed, the package could also mean the end of shrinking seat sizes, at least until the Department of Transportation implements a minimum seat size requirement. Additionally, parents wouldn't be charged extra for choosing to sit next to their children on flights.

Other consumer protections seeking to make flying feel more "humane," would require airlines to:

• Provide ticket refunds and alternative transportation for flights delayed between one and four hours.
• Provide ticket refunds, alternate transportation, compensation, and cover the cost of meals and lodging (as applicable) for flights delayed more than four hours.
• Not use weather as an excuse for delays and cancellations that are actually the airlines' fault.

Meanwhile, the DOT would be held to account for the following:

• Explaining why it has failed to impose penalties on airlines for violations of passenger rights.
• Instituting a joint study with consumer groups on the feasibility of system in which fines on airlines go directly to passengers.
• Eliminating the cap on fines that it charges airlines for violating consumer protection laws, and preventing airlines from negotiating low, slap-on-the wrist fines for egregious conduct.

The U.S. Senate Commerce Committee plans to hold hearings in the coming weeks over the recent Southwest airline meltdown. Members of Congress also plan to investigate the computer outage that caused the FAA's computer system to malfunction, causing more than 10,000 flights to be delayed or canceled.

As for the latest passengers' Bill of Rights, industry leaders and groups are pushing back. Airlines for America, the trade group representing most of the nation's carriers, called the proposals "short sighted," saying it "would inevitably drive-up costs and reduce choices for the consumer."

"The federal government should be focused on 21 st century policies and procedures that drive our nation's aviation system forward, rather than making efforts that threaten to reduce access and affordability for consumers," the group said in a statement .

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What are your rights when traveling by air?

LEXINGTON, Ky. (WKYT) - As summer travel picks up, it’s important to know your rights when it comes to traveling by air.

Under current U.S. Department of Transportation rules, airlines can set their own standards for which changes to your flight warrant a refund.

“So that’s important that you know before you go what you’re getting into and what you might be offered,” said Lori Weaver-Hawkins with AAA of the Bluegrass.

Weaver-Hawkins recommends visiting the DOT’s website before your trip to ensure you know what you’re entitled to.

“It has charts that actually you can go onto the website, choose a situation, whether it’s a delayed flight, canceled flight, baggage delay, and when you click on that it will bring up a chart that shows all the major airlines and will show you, at a glance, what that airline offers and how they handle those situations,” said Weaver-Hawkins.

For example, if you experience a controllable delay of three hours or more with any of the major domestic airlines, you’re entitled to a meal or meal voucher. A controllable delay is anything the airline can control, including maintenance or crew problems, fueling, or cabin cleaning.

If you experience an overnight controllable delay, all ten except Frontier will provide a hotel room and transportation to and from your hotel. If an airline declares your luggage lost, the DOT says you’re entitled to a full refund of your baggage fee.

As for the contents of your bag, that’s where travel insurance can come in handy.

“We still want to make sure that people understand and recommend that they do get travel insurance because there are things beyond an airline’s involvement that can cause delays and problems with your trip, so that’s also still a good idea,” said Weaver-Hawkins.

Depending on your plan, travel insurance can also reimburse a trip canceled due to illness or if severe weather impacts your travel.

This fall, the DOT’s new guidelines for airlines will take effect. “We’re gonna see the rule go into effect where we will see consistency across airlines,” said Weaver-Hawkins.

They’ll set specific guidelines for when airlines have to provide refunds.

If your flight is canceled or significantly changed, and you choose not to accept alternative transportation or travel credits offered, you are entitled to a refund. Significant changes include departure or travel times by more than three hours domestically.

“Until then, I’ve been telling people to make sure that you download your airline’s app, look for what they offer should your flight become delayed because we are still seeing a lot of delayed and canceled flights. So that’s important that you know before you go what you’re getting into and what you might be offered,” said Weaver-Hawkins.

Read more from the DOT about the current rules:

In the following situations, consumers are entitled to a refund of the ticket price and/or associated fees.

• Cancelled Flight – A consumer is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the consumer chooses not to travel.
• Schedule Change/Significant Delay - A consumer is entitled to a refund if the airline made a significant schedule change and/or significantly delays a flight and the consumer chooses not to travel. DOT has not specifically defined what constitutes a “significant delay.” Whether you are entitled to a refund depends on many factors – including the length of the delay, the length of the flight, and your particular circumstances. DOT determines whether you are entitled to a refund following a significant delay on a case-by-case basis.
• Class of Service Change - A consumer is entitled to a refund if the consumer was involuntarily moved to a lower class of service. For example, if the consumer purchased a first-class ticket and was downgraded to economy class due to an aircraft swap, the consumer is owed the difference in fares.
• Optional Service Fees - A consumer is entitled to a refund of fees paid for an optional service (for example, baggage fees, seat upgrades, or in-flight Wi-Fi) if the consumer was unable to use the optional service due to a flight cancellation, delay, schedule change, or a situation where the consumer was involuntarily denied boarding. Note : In situations where you have purchased an optional service and that amenity either does not work or is not available on the flight, you may need to notify the airline of the problem to receive a refund.
• Baggage Fees - A consumer is entitled to a refund if the consumer paid a baggage fee and his or her baggage has been declared lost by the airline. Airlines may have different policies to determine when a bag is officially lost. Most airlines will declare a bag lost between five and fourteen days after the flight, but this can vary from one airline to another. If an airline unreasonably refuses to consider a bag lost after it has been missing for an unreasonable period of time, the airline could be subject to enforcement action by the DOT. Learn more about lost, delayed, or damaged baggage .
• Fully refundable ticket - Consumers who purchase fully refundable tickets are entitled to a refund when they do not use the purchased ticket to complete their travel

In the following situations, consumers are not entitled to refunds except under very limited circumstances:

• Non-refundable tickets - Consumers who purchase non-refundable tickets are not entitled to a refund unless the airline makes a promise to provide a refund or the airline cancels a flight or makes a significant schedule change.
• Personal Issue - Consumers who purchase nonrefundable tickets, but are unable to travel for a personal reason, such as being sick or late to the airport, are not entitled to a refund.
• Unsatisfactory Service - A consumer who willingly takes a flight but has a bad experience with the airline or the flight is not entitled to a refund.
• Incidental Expenses – A consumer who incurs incidental expenses such as a rental car, hotel room, or meal due to a significantly delayed or cancelled flight is not entitled to a refund of the incidental expenses.

Read more from the DOT about the new rules coming this fall:

Under the rule, passengers are entitled to a refund for:

• Canceled or significantly changed flights: Passengers will be entitled to a refund if their flight is canceled or significantly changed, and they do not accept alternative transportation or travel credits offered. For the first time, the rule defines “significant change.” Significant changes to a flight include departure or arrival times that are more than 3 hours domestically and 6 hours internationally; departures or arrivals from a different airport; increases in the number of connections; instances where passengers are downgraded to a lower class of service; or connections at different airports or flights on different planes that are less accessible or accommodating to a person with a disability.
• Significantly delayed baggage return: Passengers who file a mishandled baggage report will be entitled to a refund of their checked bag fee if it is not delivered within 12 hours of their domestic flight arriving at the gate, or 15-30 hours of their international flight arriving at the gate, depending on the length of the flight.
• Extra services not provided: Passengers will be entitled to a refund for the fee they paid for an extra service — such as Wi-Fi, seat selection, or inflight entertainment — if an airline fails to provide this service.

DOT’s final rule also makes it simple and straightforward for passengers to receive the money they are owed. Without this rule, consumers have to navigate a patchwork of cumbersome processes to request and receive a refund — searching through airline websites to figure out how make the request, filling out extra “digital paperwork,” or at times waiting for hours on the phone. In addition, passengers would receive a travel credit or voucher by default from some airlines instead of getting their money back, so they could not use their refund to rebook on another airline when their flight was changed or cancelled without navigating a cumbersome request process.

The final rule improves the passenger experience by requiring refunds to be:

• Automatic: Airlines must automatically issue refunds without passengers having to explicitly request them or jump through hoops.
• Prompt: Airlines and ticket agents must issue refunds within seven business days of refunds becoming due for credit card purchases and 20 calendar days for other payment methods.
• Cash or original form of payment: Airlines and ticket agents must provide refunds in cash or whatever original payment method the individual used to make the purchase, such as credit card or airline miles. Airlines may not substitute vouchers, travel credits, or other forms of compensation unless the passenger affirmatively chooses to accept alternative compensation.
• Full amount: Airlines and ticket agents must provide full refunds of the ticket purchase price, minus the value of any portion of transportation already used. The refunds must include all government-imposed taxes and fees and airline-imposed fees, regardless of whether the taxes or fees are refundable to airlines.

The final rule also requires airlines to provide prompt notifications to consumers affected by a cancelled or significantly changed flight of their right to a refund of the ticket and extra service fees, as well as any related policies.

In addition, in instances where consumers are restricted by a government or advised by a medical professional not to travel to, from, or within the United States due to a serious communicable disease, the final rule requires that airlines must provide travel credits or vouchers. Consumers may be required to provide documentary evidence to support their request. Travel vouchers or credits provided by airlines must be transferrable and valid for at least five years from the date of issuance.

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A civil rights organization may warn Black travelers from using American Airlines after a spate of racial-discrimination claims

The NAACP has warned American Airlines it could caution Black passengers away from the carrier.

It follows a lawsuit alleging eight Black men were unfairly removed from a flight.

The NAACP previously issued a travel warning against AA in 2017.

A civil rights organization has warned American Airlines that it could issue an advisory cautioning Black passengers about potential discrimination.

The annoucement from the National Association for the Advancement of Colored People (NAACP), comes as a result of a lawsuit filed against American Airlines by three Black men last month.

Alvin Jackson, Emmanuel Jean Joseph, and Xavier Veal boarded an American Airlines plane in Phoenix in January.

The three men — who said they had never met before and weren't seated together — were removed from the plane, along with five other Black men, the lawsuit said.

The complaint says an airline representative told the men they were removed from the flight because a someone had complained about an offensive body odor.

The body odor complaint came from a white male flight attendant, the lawsuit said.

It added that the men were then allowed to reboard the flight, which was delayed for over an hour as a result.

"Imagine a flight attendant ordering every white person off a plane because of a complaint about one white person. That would never happen. But that is what happened to us. There is no explanation other than the color of our skin," the plaintiffs said in a statement shared with Business Insider.

In 2017, the NAACP issued a travel warning against American Airlines following several reports of discrimination against Black passengers. The warning was lifted the following year after the carrier agreed to terms, including the creation of a diversity, equity, and inclusion advisory council.

"Amidst the resurgence of attacks on DEI, American Airlines disbanded the panel in 2023," said Derrick Johnson, the president and CEO of the NAACP, in a Tuesday statement.

"Recent discriminatory actions from company employees prove that there is a dire need for continued accountability and resolution to this clear pattern," he added.

Earlier this year, a former judge said she was racially discriminated against by American Airlines as a flight attendant made her use an economy bathroom even though she was stting in first class.

Johnson called on American Airlines to bring back the DEI panel and meet with the NAACP to work on a path forward.

He added: "Without a swift and decisive response, the NAACP will be forced to reinstate an advisory against the airline."

In a statement sent to Business Insider, the company said: "At American, every customer should feel valued and represented and have a positive experience while traveling with us."

"We have worked with the NAACP to institute education and training programs to address issues of bias on our aircraft and within our hiring practices to eliminate bias and create a workforce and customer experience that represents the customers we serve."

Read the original article on Business Insider

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DOT Announces First-Ever Bill of Rights for Passengers with Disabilities, Calls on Airlines to Seat Families Together Free of Charge

In its ongoing work to protect airline passengers, USDOT moves forward with pro-consumer actions 

WASHINGTON – As the busy summer travel season continues, U.S. Transportation Secretary Pete Buttigieg today announced actions taken by the U.S. Department of Transportation (USDOT) to help protect airline passengers. USDOT has published the first-ever Airline Passengers with Disabilities Bill of Rights and issued a notice to airlines to seat young children next to a parent. 

“Today’s announcements are the latest steps toward ensuring an air travel system that works for everyone,” said U.S. Transportation Secretary Pete Buttigieg . “Whether you’re a parent expecting to sit together with your young children on a flight, a traveler with a disability navigating air travel, or a consumer traveling by air for the first time in a while, you deserve safe, accessible, affordable, and reliable airline service.” 

These announcements come at a time when consumer complaints against airlines are up more than 300% above pre-pandemic levels . 

The actions announced by the Department today include:  

Publishing the First-Ever Bill of Rights for Airline Passengers with Disabilities  

The Airline Passengers with Disabilities Bill of Rights , an easy-to-use summary of the fundamental rights of air travelers with disabilities under the Air Carrier Access Act, will empower air travelers with disabilities to understand and assert their rights, and help ensure that U.S. and foreign air carriers and their contractors uphold those rights. It was developed using feedback from the Air Carrier Access Act Advisory Committee , which includes representatives of passengers with disabilities, national disability organizations, air carriers, airport operators, contractor service providers, aircraft manufacturers, wheelchair manufactures, and a national veterans organization representing disabled veterans. The Bill of Rights provides a convenient, easy-to-use summary of existing law governing the rights of air travelers with disabilities.   

Calling on Airlines to Seat Parents with their Children  

Today, USDOT’s Office of Aviation Consumer Protection (OACP) issued a notice urging U.S. airlines to ensure that children who are age 13 or younger are seated next to an accompanying adult with no additional charge. Although the Department receives a lower number of complaints from consumers about family seating than some other flight issues, there continue to be complaints of instances where young children, including a child as young as 11 months, are not seated next to an accompanying adult. Later this year, OACP will initiate a review of airline policies and consumer complaints filed with the Department. If airlines’ seating policies and practices are found to be barriers to a child sitting next to an adult family member or other accompanying adult family member, the Department will be prepared for potential actions consistent with its authorities. 

Addressing Consumer Complaints and Refunds  

The latest Air Travel Consumer Report , released last month, shows consumer complaints against airlines are up more than 300% above pre-pandemic levels. 

Similar to 2020 and 2021, refunds continue to be the highest category of complaints received by the Department and flight problems is the second highest. 

To process and investigate these voluminous complaints, USDOT increased staff handling consumer complaints by 38%. OACP has initiated investigations against more than 20 airlines for failing to provide timely refunds. One of these investigations resulted in the highest penalty ever assessed against an airline .   

In addition, OACP continues to monitor airline delays and cancellations to ensure airline compliance with consumer protection requirements. USDOT is considering future action in this area to better protect consumers. USDOT also intends, later this year, to issue consumer protection rulemakings on airline ticket refunds and transparency of airline ancillary fees. 

Consumers may file air travel consumer or civil rights complaints with the USDOT if they believe their rights have been violated. Additional information and resources on the rights of consumers, including information on how to file a complaint, can be found here .  

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