2
in addition to the billions of taxpayer dollars provided in the form of federal bailouts. As a result,
passengers nationwide have been deprived of refunds to which they are entitled for flights that
they did not take, in the midst of the greatest economic crisis in living memory.
On April 3, 2020, the United States Department of Transportation (“DOT”) issued a notice
to remind airlines including the defendants “that passengers should be refunded promptly when
their scheduled flights are cancelled or significantly delayed.”
It notes that “[a]lthough the
COVID-19 public health emergency has had an unprecedented impact on air travel, the airlines’
obligation to refund passengers for cancelled or significantly delayed flights remains unchanged.”
The notice continues that
[t]he Department is receiving an increasing number of complaints and inquiries
from ticketed passengers, including many with non-refundable tickets, who
describe having been denied refunds for flights that were cancelled or significantly
delayed. In many of these cases, the passengers stated that the carrier informed
them that they would receive vouchers or credits for future travel. But many
airlines are dramatically reducing their travel schedules in the wake of the COVID-
19 public health emergency. As a result, passengers are left with cancelled or
significantly delayed flights and vouchers and credits for future travel that are not
readily usable.
Carriers have a longstanding obligation to provide a prompt refund to a ticketed
passenger when the carrier cancels the passenger’s flight or makes a significant
change in the flight schedule and the passenger chooses not to accept the
alternative offered by the carrier.1 The longstanding obligation of carriers to
provide refunds for flights that carriers cancel or significantly delay does not cease
when the flight disruptions are outside of the carrier’s control (e.g., a result of
government restrictions).2 The focus is not on whether the flight disruptions are
within or outside the carrier’s control, but rather on the fact that the cancellation
is through no fault of the passenger. Accordingly, the Department continues to
view any contract of carriage provision or airline policy that purports to deny
refunds to passengers when the carrier cancels a flight, makes a significant
schedule change, or significantly delays a flight to be a violation of the carriers’
obligation that could subject the carrier to an enforcement action.
…
Specifically, the Aviation Enforcement Office will refrain from pursuing an
enforcement action against a carrier that provided passengers vouchers for future
travel in lieu of refunds for cancelled or significantly delayed flights during the
COVID-19 public health emergency so long as: (1) the carrier contacts, in a timely
manner, the passengers provided vouchers for flights that the carrier cancelled or