The Department of Transportation said Tuesday that it has received thousands more complaints over airline refunds than usual during the coronavirus pandemic and issued another warning to carriers who skirt their obligations to customers.
“The Department has received an unprecedented volume of complaints from passengers and is examining this issue closely to ensure that airlines’ policies and practices conform to DOT’s refund rules,” Transportation Secretary Elaine Chao said in a news release. “The Department is asking all airlines to revisit their customer service policies and ensure they are as flexible and considerate as possible to the needs of passengers who face financial hardship during this time.”
The department said it usually receives about 1,500 air travel complaints and questions in a typical month but that has surged to more than 25,000 in April and May, “many of which concern refunds.”
The agency in April warned airlines that they have to offer refunds, not just…
