Aviation Consumer Protection - Research and Complaints

Benjamin Edelman

Air travelers often trust that airlines will treat them fairly, in accordance with law and regulation. In fact, problems abound. This page indexes my research on aviation consumer protection matters, including findings of impropriety as well as complaints to the US Department of Transportation. This page also includes selected significant complaints by others.

 

Price advertising violations

Index of research about price advertising violations, including 13 different airlines that falsely charged "tax" that was actually just airline fees. The most detailed factual reporting and analysis appears in the screenshot, receipt, email, and call recording evidence of violations by American Airlines.

DOT complaints:

American Airlines: Complaint as to multiple American Airlines price advertising violations. Answer. Edelman Reply. American Surreply. Edelman supplemental filing. American response and supplemental response. Docket and public comments. Consent order.

American Airlines: Complaint as to further American Airlines price advertising violations. Answer. Docket and public comments. Briefing completed on January 8, 2014, days ago.

American Airlines: Darren Martin and Robert Samstein complaints (as to charges for additional "tax" when American canceled confirmed flights). Answer. Docket and public comments. Briefing completed on May 7, 2014, days ago.

British Airways: Complaint as to multiple British Airways price advertising violations. Answer. Edelman Reply. British Airways Surreply. Docket and public comments. Consent order.

British Airways: Complaint as to British Airways failing to honor first fare quote for award travel on US Airways (video evidence 1, 2, 3, 4, 5, 6). Answer. Docket and public comments. Consent order.

Cathay Pacific: Complaint as to Cathay Pacific price advertising violations. Answer and Oneworld answers to questions. Docket and public comments. Consent order.

Air Europa: Complaint as to Air Europa price advertising violations. Answer. Edelman Reply. Air Europa Motion to Strike. Docket and public comments. Consent order.

Delta: Complaint as to Delta price advertising violations. Answer. Docket and public comments. Briefing completed on January 13, 2016, days ago.

Middle East Airlines: Complaint as to Middle East Airlines price advertising violations. Answer. Docket and public comments. Consent order.

Sri Lankan: Complaint as to Sri Lankan price advertising violations. Answer. Docket and public comments. Consent order.

Tarom: Complaint as to Tarom price advertising violations. Answer and supplemental submission. Docket and public comments. Dismissal.

Virgin Atlantic: Complaint as to Virgin Atlantic price advertising violations. Answer. Docket and public comments. Briefing completed on September 25, 2014, days ago.

 

Denied boarding and involuntary downgrade

American Airlines: Complaint as to denial of boarding due to misrepresentation of Conditions of Carriage. Amended complaint. Docket and public comments.

British Airways: Mike Borsetti complaint as to involuntary downgrade and errors in calculation of downgrade compensation. Docket and public comments. Briefing completed on December 16, 2014, days ago.

 

Tariff, fare calculation, and passenger disclosures

DOT comment as to the importance of a tariff to assure accurate pricing and other consumer benefits (June 2014)

American Airlines: Mike Borsetti complaint as to incorrect taxes on child ticket, refusal to provide ticket or fare calculation. Docket and public comments. Briefing completed on May 26, 2015, days ago.

American Airlines: Complaint as to omission of required baggage allowance from eticket confirmations. Answer. Docket and public comments. Briefing completed on August 12, 2015, days ago.

American Airlines: Complaint as to refusal to provide ticket or fare calculation. Answer. Docket and public comments. Briefing completed on January 13, 2016, days ago.

 

Frequent flier program penalties

American Airways: Joel Hayes complaint as to false accusation of fictitious reservations. Docket and public comments. Briefing completed on June 18, 2014, days ago.

 

 

Posted: June 23, 2016
Last updated: June 23, 2016
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