WALLINGFORD, CT, April 28, 2010
/24-7PressRelease/ -- The flying public can expect to find friendlier skies when new federal regulations governing the airline industry go into effect at April 29, 2010.
Complaints to Better Business Bureau about airlines have increased by more than 170 percent in the last five years.
According to the Department of Transportation (DOT), most complaints against airlines are about flight problems, including delays, cancellations and lost baggage. Some more famous angry customers took their complaints online in the last year by performing songs like "United Breaks Guitars" for YouTube or posting videos of being stuck for hours on the tarmac with other angry passengers.
Connecticut Better Business Bureau President, Paulette Scarpetti, says the changes will be welcomed by the traveling public.
"Until now, airlines have been self-regulating with regards to passenger satisfaction, and in many cases that has translated into dissatisfaction, a feeling of hopelessness and anger. These regulations will provide better consumer protection for air travelers."
Consumers can expect significant changes when the regulations go into effect:
Customer Complaints - Airlines will be required to acknowledge customer complaints within 30 days and address the issue within 60 days.
Tardy Takeoffs - DOT will penalize airlines for any domestic flight that is more than 30 minutes late on at least half its trips each month for four months in a row.
Tarmac Tribulations - Airlines will be required to provide adequate food and potable drinking water for passengers within two hours of the aircraft being delayed - lavatories must also remain available and operable. If the plane is delayed more than three hours on the tarmac, it must return to the gate and deplane the passengers - barring any safety or airport disruption concerns.
Web Site Wait Times - Airlines will have to display on their Web site flight delay information for each domestic flight they operate. The Wall Street Journal reports, however, that the airline industry is asking for an extension on the deadline for compliance on this specific issue because of technology constraints.
Relaying your Rights - Airlines will be obliged to include on their Web site a customer service plan which, as recommended by DOT, would outline the company policies in regard to overbooking, baggage handling, handling customer complaints and many other customer service issues.
More information on these new rules can be found online at http://www.regulations.gov. Upset airplane passengers are encouraged to file a complaint with both the DOT and the BBB online.
For more advice you can trust to become a smart traveler, visit http://www.bbb.org/us/consumer-tips-travel/.
Founded in 1912, BBB is an unbiased non-profit organization that sets and upholds high standards for fair and honest business behavior. BBB offers objective advice and a wide range of education on topics affecting marketplace trust. BBB also offers complaint and dispute resolution support for consumers and businesses. Today, 128 BBBs serve communities across the U.S. and Canada, evaluating and monitoring more than three million local and national businesses and charities. For more advice on finding companies and businesses, start your search with trust at http://www.bbb.org
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