HARTFORD, Conn. — State Attorney General William Tong and U.S. Sen. Richard Blumenthal (D-CT) announced new consumer protections Monday which could save travelers more than half a billion dollars each year.
“I think all of us probably have a story to tell about a missed flight misconnection, an unreasonably delayed flight,” said Tong.
After major air travel disruptions in recent years, Tong and Blumenthal said they are following through with a promise to hold airlines accountable.
“They have failed to put consumers and passengers first, and prioritized profits over good service,” Blumenthal added.
“If you're in a place where you don't know anybody, you need to get home and your flights have been canceled and you don't have money for a hotel or you don't have room on your credit card, or you just don't have the ability to make it happen, you're going to be stuck,” said Tong.
These new federal rules will mandate automatic cash refunds — not travel vouchers — for passengers whose flights have been canceled or significantly delayed. That means a delay of at least three hours for a domestic flight and at least six hours for an international flight.
Airlines will have to pay the full ticket price, including airline-imposed fees and government taxes and fees.
“The status quo won't fly anymore,” Blumenthal said. “Consumers deserve relief from headaches and haggling that has been part of flying for most of our lives.”
Airlines will also be required to clearly disclose so-called “junk fees” and refund bag fees if luggage is not delivered within 12 hours of domestic flights.
Before the rule, the U.S. Department of Transportation (USDOT) said passengers had to navigate airline websites and fill out extra paperwork to request a refund.
The White House estimates the changes will save fliers around $500 million each year in excess airline fees.
“This is really important as we approach the summer flying season,” explained Blumenthal. “People are going to be getting on an airplane, they'll be charged more if they want to sit next to their family. They'll be charged more if they want to check an extra piece of baggage. They'll be charged more, nickel and dimed.”
He says the most important part of these changes is enforcement.
“You can have all the great rules in the world, but they're dead letter if you don't have strong enforcement,” Blumenthal continued.
A new “Memorandum of Understanding” between the USDOT and the Connecticut attorney general went into effect two weeks ago. It gives Tong’s office the ability to investigate complaints and enforce rules with airlines.
“Now we say, ‘No. We have an agreement with the USDOT where we step in their shoes, to use their authority to investigate and to get the airlines to do the right thing,’” Tong added.
Tong and Blumenthal both say this is only the beginning — they still want to bar airlines from selling flights they don’t have the personnel to support, stop airlines from canceling flights and then upselling people for new flights, and on a federal level, Blumenthal is still working on passing a “Passenger Bill of Rights” measure.
Blumenthal said that bill is currently in committee, but he anticipates growing support.
In a statement, Airlines for America (A4A) wrote, “A4A passenger airlines—which are fierce competitors—offer transparency and vast choice to consumers from first search to touchdown. U.S. airlines are committed to providing the highest quality of service, which includes clarity regarding prices, fees and ticket terms.
A4A members offer a range of options—including fully refundable fares—to increase accessibility to air travel and to help customers make ticket selections that best fit their needs. Consumers are given the choice of refundable ticket options with terms and conditions that best fit their needs at first search results.
A4A member carriers abide by—and frequently exceed—DOT regulations regarding consumer protections. The 11 largest U.S. passenger airlines issued $43 billion in customer refunds, $900 million per month, between January 2020 and December 2023, in addition to issuing other forms of compensation.”
Emma Wulfhorst is a political reporter for FOX61 News. She can be reached at ewulfhorst@fox61.com. Follow her on Facebook, X and Instagram.
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