[co-author: Stephanie Kozol]*
On July 31, Attorney General (AG) Michelle Henry announced a new way for Pennsylvania residents — or those traveling through Pennsylvania — to file complaints against airlines. The move is in response to allegations of a nationwide increase in complaints regarding airline handling of flight delays, cancellations, and other air travel-related issues. This announcement also comes on the heels of the latest airline disaster caused by the CrowdStrike computer meltdown.
The new form, available on the AG office’s website, is a direct result of the Pennsylvania AG’s partnership with the Department of Transportation (DOT) and allows consumers to file complaints regardless of whether they purchased their tickets directly or through a third-party website. The form is designed to make it easier for travelers who encounter hardships to file a complaint, and to aid regulators in their efforts to enforce consumer protection laws against airlines who allegedly mistreat consumers.
This collaboration between the AG and the DOT is part of an ongoing partnership between the DOT and regulators in response to growing frustration among AGs over their limited ability to investigate passenger complaints and enforce state consumer protection laws against airlines. Earlier this year, the DOT announced an Airline Passenger Protection Partnership with state AGs, marking a significant expansion of AGs’ regulatory reach. Most recently, the Pennsylvania AG and the DOT signed a Memorandum of Understanding that provides an overview of how the agencies plan to collaborate in identifying violations of federal aviation consumer protection requirements, and taking action to enforce alleged violations.
Why It Matters
As predicted when the Airline Passenger Protection Partnership was announced, this latest activity in Pennsylvania is evidence of heightened regulatory oversight in the aviation industry. As AGs and the DOT continue to collaborate on consumer protection matters, airlines should prepare for an uptick in consumer complaints and work to avoid regulatory scrutiny with timely and effective resolutions.
*Senior Government Relations Manager
