In all cases the airlines did not adhere to US regulations in their responses to various complaints received between 2012 and 2015. Air France and Lufthansa were each fined US$200,000, with BA fined the slightly lesser sum of US$150,000. In addition to being slapped with a hefty fine, the airlines were warned not to repeat similar offenses in the future.
“When air travellers file complaints with airlines, they deserve prompt and complete responses that appropriately answer their specific concerns,” said US Department of Transportation Secretary Anthony Foxx. “We will continue to take enforcement action when airlines violate our rules protecting the rights of passengers.”
Airlines are supposed to follow a certain protocol in their responses to complaints. According to the Transportation.gov website, "Under DOT rules, airlines are required to provide a written dispositive response to a written complaint alleging a violation of the ACAA within 30 days of receipt of the complaint."
However, Air France and British Airways both failed to summarise the facts of the complaints, to explicitly admit to or deny violations and to inform travellers about pursuing investigation with the DOT. Similarly, rather than tell its passengers about the option for a department investigation, Lufthansa instead referred them to an attachment called “Travel Tips” where department contact information was listed.
When asked, each of the airlines responded that it takes its responsibilities to comply with US policies for disabled passengers very seriously. All agreed to penalties, although payment will take different forms.
Air France agreed to pay the government US$140,000 in instalments, to receive a credit of US$55,000 for vouchers and frequent flyer miles for travellers who filed complaints in 2013, and to spend US$5,000 on a survey asking customers how they rate the airline for disabilities services.
British Airways agreed to pay the government US$75,000 within a month and another US$75,000 if complaints are not properly handled over the next year.
Lufthansa agreed to pay US$100,000 within a month, and another US$100,000 if it does not handle complaints properly during the next year.
