Air travelers often trust that airlines will treat them fairly, in accordance with law and regulation. In fact, problems abound. I have gathered my research on aviation consumer protection matters, including findings of impropriety as well as complaints to the US Department of Transportation. I also include selected significant complaints by others. My tabulation:
Miriam Edelman v. American Airlines – improper denial of boarding
Complaint. Amended complaint. Second amended complaint. Answer. Joint agreement to partial settlement. Docket and public comments.
Status: Dismissal (allowing settlement to proceed).
Summary: denial of boarding due to misrepresentation of Conditions of Carriage
American Airlines – refusal to provide ticket or fare calculation
Complaint. Answer. Docket and public comments.
Status: Dismissal.
Summary: refusal to provide ticket or fare calculation
American Airlines – baggage allowance disclosure
Complaint. Answer. Docket and public comments.
Status: Dismissal.
Summary: omission of required baggage allowance from eticket confirmations
British Airways – price advertising violations (2015)
Complaint. Video evidence 1, 2, 3, 4, 5, 6. Answer. Docket and public comments.
Status: Consent order. $40,000 penalty.
Summary: failing to honor first fare quote for award travel on US Airways
Edelman and Steele v. Delta Airlines – price advertising violations
Complaint. Answer. Docket and public comments.
Status: Consent order.
Summary: mischaracterizing surcharges as “tax”
Sri Lankan Airlines – price advertising violations
Complaint. Answer. Docket and public comments.
Status: Consent order. $20,000 penalty.
Summary: mischaracterizing surcharges as “tax”
Virgin Atlantic – price advertising violations
Complaint. Answer. Docket and public comments.
Status: Consent order. $30,000 penalty.
Summary: mischaracterizing surcharges as “tax”
Distribution at American Airlines (teaching materials)
Edelman, Benjamin. “Distribution at American Airlines (A).” Harvard Business School Case 909-035, January 2009. (Revised June 2009.) (educator access at HBP. request a courtesy copy.)
American Airlines sought to reduce the fees it pays to global distribution services (GDSs)–such as SABRE–to reach travel agents. But GDSs held significant tactical advantages. For example, GDSs had signed long-term exclusive contracts with the corporate customers who were American’s best customers. Furthermore, travel agents tended to favor whichever GDS offered the highest commissions–impeding price competition among GDSs. Against this backdrop, American considered how best to cut its GDS costs.
Supplements:
Distribution at American Airlines (B) – Supplement (HBP 909036)
Distribution at American Airlines (C) – Supplement (HBP 913034)
Distribution at American Airlines (D) – Supplement (HBP 913035)
Teaching Materials:
Distribution at American Airlines (A-D) – Teaching Note (HBP 909059)
Distribution at American Airlines – Slide Supplement (HBP 914039)
Objections to Tentative Decision and Order to Show Cause (IATA 787)
Edelman, Benjamin. “Objections to Tentative Decision and Order to Show Cause (IATA 787).” June 2014. (Before the Department of Transportation.)
I critique Order 2014-5-7 (Docket No. DOT-OST-2013-0048-0415) to the extent that the DOT permits, or purports to permit, airlines to sell tickets other than in accordance with published tariffs. I argue that tariffs provide important benefits to passengers and should be continued notwithstanding the proposed IATA Resolution 787.