When service plans are part of the contracts of carriage, that is real change.

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Real change means making these amenities part of the contracts of carriage. Now, amenities for canceled flights may include meals and hotel overnights.

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It is almost like magic, but airlines are now paying attention to passengers they have spurned in the past when flights are canceled. Amenities are now being promised to airline travelers for flights canceled by airlines. Their usage in the future is based of the upcoming votes of the Congress.

Unfortunately, these amenities are being added to the airlines’ customer service plans but not to airlines’ contracts of carriage (except Delta Air Lines). Nothing is legally promised. In the past, the Department of  Transportation (DOT) claimed that it did not have permission from Congress to jawbone airlines to change their policies.

Airlines take the first steps to treating passengers like human beings when flights are canceled.

After only a modest statement by the DOT Secretary, the airline world got the message — treat passengers like human beings when flights are canceled. It is a shame that it took an entire summer and more than 100,000 complaints to shame the DOT into action. Complaints came from news media, social media, and DOT’s complaint system. NOTE: These “rules” only add to the “customer service plans.” No force of law is involved; only that the best efforts are attempted (except where noted for Delta Air Lines).

The DOT must insist that these new customer service agreements be made an enforceable part of the contract of carriage. Otherwise, they are merely a public relations ploy. This shifting of the customer service plans to the contract of carriage is a long-time goal of Travelers United. Delta Air Lines is the only major carrier that includes these flight cancellation provisions in its contract of carriage. All other airlines present this as part of their “customer service plan.”

Of course, airlines have lots of wiggle room before handing out amenities. 

Any “force majeure” beyond the airlines’ control does not trigger these amenities. Only problems under airline control bring these amenities into effect. Many of those with understaffed airline flight crews and airport personnel have been guilty of such behavior. Additionally, the passenger must request assistance. But, the clarifications and new presentation are welcome as a step in the right direction.
New passenger amenities may be coming.

Note that this Customer Service Plan has significant flexibility. This is not a legal obligation. It is not part of the contract of carriage. There are many phrases such as “available” and “you can ask.” “We’ll get you on the next flight we have with available seats in the same cabin you’re traveling in at no additional cost.” Until this confusion is sorted out between the airlines and Congress the tie-up in the regulations can go to the passenger.

These amenities are part of the customer service plan, not the legal contract of carriage.

Note the undefined term “significant delay.” Also, note that these amenities begin with flight cancellation. There is no amount listed for meal vouchers, and that hotel promises include “reasonable” hotel costs and transportation costs. 

Here are American Airlines’ rules for dealing with a non-refundable ticket. Most non-refundable fare rules follow this same wording.