The government may require airlines to pay more for bumping passengers from oversold flights, a practice that has been increasing. Under federal rules, if there are too many passengers for a flight, the airlines must first ask for volunteers willing to give up their seats in exchange for compensation. The passengers can either use their tickets some other time or get a refund.
Airlines oversell their flights because some passengers never show up to claim their seats.
Still, the rate of passengers being bumped against their wishes rose from 0.88 per 10,000 in 1999 to 1.04, according to an annual review of airline quality conducted by two university professors. As part of his February review on how well airlines were living up to their promise to improve customer service, Transportation Inspector General Kenneth Mead said the bumping rules needed to be improved. Earlier this month, the Air Transport Association, the trade group for the nation's major airlines, petitioned DOT to review the compensation rules. The ATA's request was one of several customer service initiatives that the trade association announced earlier this month. The ATA's latest effort comes at a time of renewed interest on Capitol Hill in improving airline customer service.