Customers of U.S-based airlines have far less protection against cancellations, delays, lost baggage and other problems than those whose flights originate in Europe, but even the baby steps taken by the Department of Transportation under the Biden Administration are considered "overreach" by the head of Delta Airlines.
Delta CEO Ed Bastian says the incoming Trump administration will be a “breath of fresh air” for airlines after what he calls government “overreach” under President Joe Biden.
He made comments as he and fellow Delta executives prepared to host Wall Street analysts at a recent investor day in Atlanta.
Let's take a look at his definition of "overreach" setting aside for a moment the fact that Delta is facing a federal investigation into its slow recovery from a global technology outage this summer.
Last April, the DOT enacted rules that make it simple and straightforward for passengers to get money they are owned when flights are cancelled or delayed more than three hours for domestic flights and six hours for international, provided passengers don't want to rebook.
Airlines and ticket agents must promptly issue refunds in cash or the original form of payment as opposed to vouchers for future credit which some airlines tried to foist on customers during Covid.
Secondly, DOT now requires airlines and ticket agents to tell consumers upfront what fees they charge for checked bags, a carry-on bag, for changing a reservation, or cancelling a reservation.
Overreach? Let's compare this with the policies that have been effect in the European Union for years.
Most airlines would rather you not find out too easily about EC Regulation 261, commonly referred to as EU 261, granting passengers the right to seek compensation when they have experienced delays (two to four hours or more), cancelled, or overbooked flights.
The policy applies to all airlines flying out of or within the EU and many non-EU countries, even U.S. based airlines.
I had the chance to test this out last year when our flight from Reykjavik to Rome was delayed seven hours.
Less than a month after I submitted a claim, I received an email from Iceland Air saying my claim had been approved. As per EU rules, the compensation totaled 600 euros ($648) each for my husband and me. We provided our bank account info as requested, and the cash was deposited the next day.
Bottom line: Changes under Trump that might seem as a "breath of fresh air" for airlines, would stifle what few protections U.S. carriers are required to provide to customers, who clearly are not Delta's No. 1 priority.
In the meantime, we will have another chance to see how well Delta is working with its code share partner, Aeromexico.
Our experience was a disaster in April of 2023, beginning when we went to check in online for our flight from Seattle to Mexico City, and neither Delta (which sold us the ticket) nor Aeromexico would let us check in using their apps.
We arrived at the airport early to find a gate agent. Delta sent us to Aeromexico where an agent found glitch on our return connection from Veracruz into Mexico City. Someone had transposed the month and day of our return so that the return was booked for April 3 (4/3/2023) instead of May 4 (3/4/2023).
The error, supposedly fixed but not, complicated our return, requiring us to spend a few hours on the phone and then be rebooked on a connecting flight through Los Angele.
Instead of taking responsibility for an error that almost left us stranded in Veracruz, Mexico, Delta passed the buck, insisting that "Aeromexico will have to handle the claim." No offer to help. No offer to work it out on the customer's behalf. Aeromexico, of course, referred us back to Delta.
For 2025, I have booked a Seattle-Mexico City non-stop on Delta, operated by Aeromexico. The only seats available for booking on Delta's website were in the back. Numerous front-of-the-cabin seats, including those that would be normally available to Delta silver elite members, were X'd out. That's because Aeromexico sells those seats for an extra fee to its customers, putting them off limits to partner airlines.
A phone call to check on this with Aeromexico ended in frustration after I was asked a long list of "security questions" and was informed that I had "failed the test," and therefore no one there could help me with my reservation.
If I had a partner like this, I think I'd get a divorce.
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