New airline customer service dashboard launched by Department of Transportation

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DOT airline customer service dashboard overview: 

• Who: The U.S. Department of Transportation (DOT) announced it created a customer service dashboard that will include participation from 10 airlines, including Delta, Southwest and American, among others. 
• Why: The DOT created the customer service dashboard as a way to help travelers discover services provided by airliners in the event of a crontollable flight delay or cancellation. 
• Where: The customer service dashboard will help airline travelers nationwide. 

The U.S. Department of Transportation (DOT) unveiled a new customer service dashboard aimed at providing travelers with easy access to services provided by airliners in the event of a controllable flight cancellation or delay. 

Airline passengers who are subject to a flight cancellation or delay for a reason that is within the control of the airline will be able to use the customer service dashboard to find what service or amenity the airline offers to help avoid inconvenience.

Green and red check marks will denote whether or not an airline offers a service, such as a rebooking or meal or cash voucher, among other things, in the event of a flight cancellation or delay, according to the DOT. 

Alaska, Allegiant, American, Delta, Frontier, Hawaiian, JetBlue, Southwest, Spirit and United Airlines will use the airline customer service dashboard.

“These 10 large U.S. airlines and their regional operating partners, which operate flights for them but do not sell tickets, account for approximately 96 percent of the domestic scheduled passenger air traffic,” the DOT says on its website. 

Airline customer service dashboard members required to ‘adhere’ to promises made

The DOT described a “controllable” delay or flight cancellation as when the issue is caused by the airline, with examples including cabin cleaning, fueling and problems with crew or maintenance. 

The companies that are part of the airline customer service dashboard will be required to “adhere to the promises they make in their customer service plan, including commitments to care for customers in the event of controllable delays or cancellations,” according to the DOT. 

“The Department will hold airlines accountable if they fail to do so,” it says. 

The DOT also reminded consumers that the airline customer service dashboard will not affect their potential entitlement to a refund in the event of a flight cancellation or delay. 

“If an airline cancels a passenger’s flight or makes a significant change in the flight, regardless of the reason, airlines are required to provide a prompt refund to a ticketed passenger, including those with non-refundable tickets, should the passenger choose not to accept the alternative offered,” the DOT says. 

Last month, the DOT announced that it was proposing a new rule that would give airline passengers greater access to refunds in the event of an altered or canceled flight. 

Have you been inconvenienced by a controllable flight cancellation or delay? Let us know in the comments! 

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