The U.S. DOT issued an Enforcement Notice advising airlines that they are obligated to refunds to passengers for canceled flights.
CTM’s One-Stop Shop of COVID-19 Information: CTM has created a special landing page to be used as a repository of COVID-19 travel alerts to help you stay informed as updates become available. All new updates will be displayed at the top of the page.
U.S. DOT Releases Enforcement Notice Ordering Airlines to Provide Refunds
Monday, April 6, 2020
On Friday, April 3rd, the U.S. Department of Transportation (DOT) issued an Enforcement Notice that advised airlines they must refund passengers for canceled flights.
In a follow-up press release from the DOT, the organization stated that "U.S. and foreign airlines remain obligated to provide a prompt refund to passengers for flights to, within, or from the United States when the carrier cancels the passenger’s scheduled flight or makes a significant schedule change and the passenger chooses not to accept the alternative offered by the carrier."
The release further states that airlines are obligated to give refunds, which include the cost of the ticket as well as any optional fee charges, even if the cancellation is out of the carriers control (if the cancellation is due to government restrictions, for example).
Airlines are still allowed to offer vouchers but they must abide by the following three stipulations to remain compliant with the Enforcement Notice:
(1) the carrier contacts, in a timely manner, the passengers provided vouchers for flights that the carrier cancelled or significantly delayed to notify those passengers that they have the option of a refund; (2) the carrier updates its refund policies and contract of carriage provisions to make clear that it provides refunds to passengers if the carrier cancels a flight or makes a significant schedule change; and (3) the carrier reviews with its personnel, including reservationists, ticket counter agents, refund personnel, and other customer service professionals, the circumstances under which refunds should be made.
The official notice can be found here and you may access the press release here.
For additional information please contact your CTM team.
We take every care to ensure information is correct at time of release, but occasions resulting from the advice are the responsibility of the individual and/or your company. CTM will only notify you according to the CTM alert escalation process and providing travel was issued through CTM. CTM does not accept responsibility for the consequences of advice taken or not taken.
Corporate Travel Management 1999 Broadway Suite 3550 Denver, Colorado 80202, United States
You received this email because you are subscribed to Travel Alerts and Updates from Corporate Travel Management.