The U.S. Department of Transportation (DOT) has implemented new and upgraded rules to help consumers with airline issues. These include rules for protecting airfares for consumers, rules for delayed flight at the gate and on the tarmac, and lost and misplaced luggage rules.
These have been necessary changes waiting to be made. They went into effect on or before January 26, 2012. For travel agents, this means that airfares quoted must include all taxes and fees, including one way airfares. Links to the airline information must be provided for clients on the e-ticket confirmation to access free and paid baggage information, and plenty more.
When advertising airfares, travel agents must post from what city the airfare is from, plus a segment stating that flights from other cities may be higher.
These changes and others may have to be noted on ticket confirmations, and may include adjustments to agent training, including what they need to quote to the customer, and what needs to be put in writing. Some changes may need to be added to computer programming so the proper information is shown in the computer programs for the customer.
Once again, travel agents are called on to help the consumer understand new laws, and pass on significant information. This time, travel agents can be held responsible if they do not update and inform clients correctly.
Agents, what do you think about the new rules, and what changes will you need to make in the office to handle these?
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