Monday, February 10, 2025 — The Travel Technology Association (Travel Tech), a non-profit dedicated to promoting and protecting the travel technology industry, submitted comments on the Department of Transportation’s (DOT) Advance Notice of Proposed Rulemaking (ANPRM) regarding airline passenger rights and the role of ticket agents.
Travel Tech’s comments underscore the Association’s commitment to ensuring consumer protection measures align with the operational realities of the air travel industry. The submission addresses key questions raised in the ANPRM, particularly regarding the scope of ticket agents’ responsibilities – whether their current role in processing refunds should be expanded to include compensation, rebooking, and passenger notifications, and whether such changes would create unnecessary burdens and confusion for travelers.
“Travel Tech welcomes the Department of Transportation’s focus on consumer protection and its consideration of regulatory approaches to ensure that passengers are treated fairly in cases of controllable flight delays or cancellations,” said Laura Chadwick, President & CEO of the Travel Technology Association. “However, our comments make it clear that while ticket agents are essential for facilitating bookings and refunds, the responsibility for compensation, rebooking, and timely notifications during delays or cancellations must remain with the airline carriers.”
Additionally, Travel Tech’s comments emphasize the importance of maintaining a clear distinction between administrative functions and operational responsibilities. The Association notes that while ticket agents are well-equipped to process refunds, only airlines possess the real-time data and operational control necessary to accurately assess and manage flight disruptions.
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The Travel Technology Association (Travel Tech) empowers traveler choice by advocating for public policy that promotes marketplace transparency and competition. Travel Tech represents the leading innovators in travel technology, including online travel agencies, metasearch engines, short-term rental platforms, global distribution systems, and travel management companies.
To schedule an interview with a Travel Tech spokesperson, contact Bradford Williamson of Glen Echo Group at 202.870.3234 or bwilliamson@glenechogroup.com.
