Business Travel Tips

With the U.S. Congress trying to enact an airline “passenger bill of rights” that would regulate airlines’ actions during ground delays, some carriers are announcing a new policy on this matter.

JetBlue, following last winter’s storms that left thousands of passengers stranded, announced its own customer bill of rights.

Also United Airlines has announced changes about its policies on ground delays.
The Denver Post reports United Airlines now aims to limit taxi-out delays on the ground before takeoff to three hours or less and limit taxi-in delays on the ground after landing to 90 minutes or less.

Any North American flights that have taxi-out delays longer than four hours, taxi-in delays longer than 90 minutes or on-ground diversion delays longer than four hours will be deemed by United as “flights of note.” Passengers on such “flights of note” will get a note of apology, a certificate for 20 percent off a United round-trip economy-class ticket and a $10 airport meal voucher.

United said 324 of its flights had taxi-out times longer than three hours in 2006. The airline told employees that fewer than 0.1 percent of flights experience extensive delays, but “just one of these events can result in a negative customer perception.”