The DOT Airline Customer Service Dashboard.
What’s the Skinny?
Ever been on hold for hours with an airline trying to get some answers about what to do when your flight is delayed or canceled? Want to know whether they would rebook you on another airline? Curious about whether you’re entitled to a meal voucher or hotel stay? You’re not alone.
Just last week, the U.S. Department of Transportation introduced a new tool for travelers: the Airline Customer Service Dashboard.
The Dashboard provides a quick snapshot of the services that ten major U.S. airline carriers will provide to customers in the event of a “controllable” flight delay or cancellation. Examples of delays or cancellations with an airline’s control include situations such as aircraft maintenance, airline crew issues, baggage loading, cabin cleaning and fueling. The airlines covered by the dashboard include Alaska, Allegiant, American, Delta, Frontier, Hawaiian, JetBlue, Southwest, Spirit and United as well as their regional operating partners.
So what exactly does this mean for you? Take a deep breath, hang up your phone and read on.
How to use it.
Below is a snapshot of the Dashboard, which is relatively self explanatory. A green check mark indicates that the airline has committed to providing the service/amenity whereas a red X reflects that the airline has not. But, the airlines with red Xs may, in their discretion, choose to provide such service/amenity.
Image provided by the U.S. Department of Transportation.
Image provided by the U.S. Department of Transportation.
We recommend that you consult the interactive version of the Dashboard on the DOT’s website. You can select your specific carrier from the drop-down menu at the top. And if you hover your mouse over a green check mark or red X, you will see a pop-up with more detailed information about what that specific carrier has committed to.
Alternatively, take a look at this accessible version. There are links to each of the ten airlines’ customer service plans at the bottom of the PDF.
While the Dashboard will not provide a definitive response to all of your questions, it should give you some preliminary answers and get you moving in the right direction when you’re under time pressure to sort out a delay and/or cancellation.
