Attorney General Brown's Consumer Protection Division will have the authority to investigate consumer complaints against air carriers, ticket agents, and other air travel companies under DOT supervision.
Attorney General Anthony G. Brown has unveiled an innovative collaboration with the U.S. Department of Transportation (DOT) to tackle consumer complaints against airlines and ticket agents. This partnership aims to streamline the process of reviewing complaints and identifying violations of federal aviation consumer protection regulations.
The memorandum of understanding between the Maryland Attorney General’s office and the DOT establishes a new framework for addressing consumer grievances in the air travel industry, reinforcing the commitment to safeguarding travelers' rights at both state and federal levels.
Maryland is among the 25 states and territories that have either signed an MOU with the DOT or shown interest in doing so. This initiative is particularly timely as issues like flight disruptions, refund delays, and baggage mishandling remain top concerns for passengers.
“Airline customers shouldn’t be forced to pay for substandard services, including lost luggage or canceled flights, and should never have to deal with being mistreated when they fly,” said Attorney General Brown. “I applaud Secretary Buttigieg's efforts to work with state attorneys general to address customer complaints and ensure airlines are held accountable for poor treatment of customers.”
The DOT holds the main responsibility for safeguarding airline consumers according to federal law. In this groundbreaking agreement, Attorney General Brown's Consumer Protection Division will have the authority to investigate consumer complaints against air carriers, ticket agents, and other air travel companies under DOT supervision.
Working hand in hand with consumers and companies, the Consumer Protection Division will strive to resolve complaints. If necessary, they will escalate the complaints to the DOT's Office of Aviation Consumer Protection (OACP). The OACP will give priority to these cases, involving the Consumer Protection Division staff in their inquiries to the companies mentioned in the referrals. They will also consult with the Consumer Protection Division before deciding on the next course of action.
The Consumer Protection Division will receive valuable technical assistance and training from the DOT. Additionally, the DOT will hold annual meetings with the Division to evaluate ongoing efforts and provide updates on actions taken in response to state-referred complaints. The initial term of the MOU is two years, but Maryland and the DOT have the option to extend it in two-year intervals after its expiration.
Several other attorneys general from various states and territories, including California, Colorado, Connecticut, the District of Columbia, Illinois, Maine, Michigan, Nevada, New York, New Hampshire, North Carolina, the Northern Mariana Islands, Oklahoma, Pennsylvania, Rhode Island, the U.S. Virgin Islands, and Wisconsin, have also signed an MOU with the DOT.
In January, the March 2024 Air Travel Consumer Report revealed that around 63 million passengers and 39 million checked bags underwent screening. Out of these, 280,093 bags were mishandled, marking a 4% rise from January 2023.
The attorney general’s office has been granted the power to investigate and resolve consumer complaints against air carriers, ticket agents, and other travel companies that fall under the supervision of DOT. In cases where it is required, the attorney general will forward the complaints to the Office of Aviation Consumer Protection and work together with them to decide on the appropriate course of action. This information was shared in a recent release.
U.S. Transportation Secretary Pete Buttigieg has announced that the DOT is urging airlines to eliminate extra fees, resulting in over $3 billion in refunds and payments for passengers. Alaska Airlines, American Airlines, Frontier Airlines, and JetBlue have already implemented fee-free family seating.
“This memorandum is a message to airline companies and ticket agents that consumer complaints must be taken seriously,” Attorney General Henry said. “At a time when passenger concerns about air travel are climbing and just as we are about to enter the busy summer travel season, airlines must be attentive to consumer comfort and inform the Department of Transportation about major issues. I am proud to be part of a coordinated effort to protect millions of air travelers.”
“We take our mission to protect consumers seriously, and today’s launch of the Airline Passenger Protection Partnership is an important milestone in that effort,” Buttigieg stated in the release. “By partnering with a bipartisan group of state attorneys general, the U.S. Department of Transportation has expanded our ability to hold airlines and ticket agents accountable and protect passengers from unfair or deceptive practices.”
Airlines for America, a prominent industry trade group, has released a statement defending its relentless efforts to enhance the overall passenger experience. They have highlighted the results of a recent survey conducted in January, which revealed that a significant 71% of airline passengers expressed satisfaction with their air travel experiences in the previous year. Conversely, only 11% reported dissatisfaction, while the remaining 18% maintained a neutral stance. This data underscores the industry's commitment to ensuring a positive journey for all travelers.
“We consistently work with the U.S. Department of Transportation, state attorneys general and a wide range of other state and national groups to constantly improve the customer experience for all passengers,” the group said.
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