ASTA Calls for More Passenger Protections Following United Incident

In the wake of this week’s incident in which a passenger was dragged from an overbooked United Airlines flight so that employees could fly, the American Society of Travel Agents (ASTA) has issued a statement calling for expanded passenger protections.

“We believe the rights of the traveling public and airline passenger protection must be at the forefront of any regulatory system governing the airline industry,” said ASTA President and CEO Zane Kerby in a written release. “While ASTA has supported past initiatives to protect consumers and increase airline competition in Congress and at the U.S. Department of Transportation (DOT), this disturbing incident should tell us loud and clear that more needs to be done.
 

“We are heartened that DOT is reviewing the particulars of the situation, and believe that it should be a catalyst for both the Department and Congress to take the necessary steps to beef up passenger rights. Indeed, with the Federal Aviation Administration reauthorization bill coming up for renewal, now is the time to act. Issues we believe should be on the table include increased protections for overbooked and bumped passengers, a review of the impacts of airline consolidation, transparency in airline pricing including ancillary fees and airline immunity from state consumer protection laws. We look forward to working with all policymakers toward crafting an airline regulatory system wherein the passenger comes first.”

According to Philly.com, the DOT has confirmed that it was reviewing Monday’s incident, in which United Airlines informed passengers after they had boarded that the plane was overbooked, and four passengers would need to leave in order to allow United Airlines personnel to take the flight to its destination. The airline initially offered an incentive of $400 and a free hotel night, followed by $800. When no passengers volunteered, the airline randomly began selecting passengers to remove. One passenger refused to leave, claiming that he was a doctor who needed to see patients the next day. The airline called security officers, who dragged the man down the aisle and from the plane. A fellow passenger posted a Facebook video of the man being dragged from the plane that went viral. That video has since been taken down.

“While it is legal for airlines to involuntary bump passengers from an oversold flight when there are not enough volunteers, it is the airline’s responsibility to determine its own fair boarding priorities,” the DOT told Philly.com.

ASTA’s statement follows other calls for reform in the wake of the United Airlines incident.

“The fact that United can get away with this underscores just how few rights consumers have the minute they step into an airport,” said National Consumer League (NCL) Executive Director Sally Greenberg in a written release. “If the Department of Transportation won’t hold the airlines to account for these practices, then Congress needs to step in and fix the problem.”

“Since the U.S. major network airlines secured their antitrust immunized global alliances, and engineered massive airline industry consolidation, their arrogance has known no bounds,” the Business Travel Coalition (BTC) said. “They constantly seek to undermine their regulator, the U.S. Department of Transportation, just as they call on the U.S. State Department for protection from competition from best-in-class airlines in their scorched-earth war on U.S. Open Skies policy.”

The incident followed another recent PR backlash for the airline after it denied boarding to two young girls traveling on discounted non-revenue tickets, because they were wearing leggings that did not conform to the employee dress code.