Attorney General Michelle Henry has announced a renewed collaboration with the U.S. Department of Transportation (DOT) to address consumer complaints against airlines and ticket agents. The partnership, formalized through a memorandum of understanding (MOU), aims to ensure fair treatment for air travelers.
The agreement outlines cooperation between the Office of Attorney General and the DOT in reviewing consumer complaints and identifying violations of federal aviation consumer protection requirements. Pennsylvania is among 15 states participating in this initiative, responding to ongoing concerns such as flight disruptions, refund difficulties, and baggage issues.
"This memorandum is a message to airline companies and ticket agents that consumer complaints must be taken seriously," said Attorney General Henry. "At a time when passenger concerns about air travel are climbing and just as we are about to enter the busy summer travel season, airlines must be attentive to consumer comfort and inform the Department of Transportation about major issues. I am proud to be part of a coordinated effort to protect millions of air travelers."
Transportation Secretary Pete Buttigieg commented on the partnership's significance: "We take our mission to protect consumers seriously, and today’s launch of the Airline Passenger Protection Partnership is an important milestone in that effort. By partnering with a bipartisan group of state attorneys general, the U.S. Department of Transportation has expanded our ability to hold airlines and ticket agents accountable and protect passengers from unfair or deceptive practices."
Under federal law, protecting airline consumers falls primarily under DOT jurisdiction. This agreement empowers the Office of Attorney General to investigate complaints against air carriers, ticket agents, and other entities overseen by the DOT.
The Office will work directly with consumers and companies to resolve issues or refer them to the DOT’s Office of Aviation Consumer Protection (OACP) if needed. The OACP will prioritize these referrals, include Attorney General staff on inquiry letters based on referrals, and consult with them before deciding further actions.
Additionally, the DOT will offer technical assistance and training for Attorney General staff while maintaining regular meetings for complaint discussions.
The MOU spans two years initially but may be extended at two-year intervals upon mutual agreement between Pennsylvania and the DOT.
Previously, Pennsylvania's Office of Attorney General advocated for stronger federal protections for airline passengers and urged Congress to empower state attorneys general in enforcing relevant laws within this industry.
Other signatories include Attorneys General from California, Colorado, Connecticut, Washington D.C., Illinois, Maine, Maryland, Michigan, Nevada, New York, New Hampshire, North Carolina, Northern Mariana Islands, Oklahoma, Rhode Island, U.S. Virgin Islands, Wisconsin.