LOS ANGELES (KNX) — ‘Tis the season airports pack with travelers eager to visit loved ones or just get away. But those traveling this holiday season should anticipate mishaps and plan ahead as airlines battle a myriad of issues.
Flight cancellations, unruly passengers, and worsening customer service are plaguing the industry’s comeback after the global COVID-19 pandemic. Travelers said they’ve waited on hold for hours on end just to file a complaint.
So what’s a frustrated passenger to do? How do you get results when you can’t reach a representative by phone or email?
Contact the U.S. Department of Transportation, said Katie Hanni, founder of Flyers Rights, on KNX In Depth.
“The customers should always come first, and I realize the airlines are in a pickle. But I think at this point the only option for the passengers if they can’t reach someone at the airline is to file a complaint,” Hanni said.
Listen to the segment above to hear how the federal government can help force airlines to refund your money and potentially fine them for their poor customer service.
The federal DOT has rules in place to protect customers, Hanni said on KNX In Depth.
“Their enforcement division is actively engaged in rule promulgations that are supposed to protect customers,” she explained.
Hanni believes airline carriers’ most valuable asset is traveling customers, arguing it’s in their best interest to appease those who have been wronged.
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