DOT Says Reservation Agents Couldn't Provide Information

The US Department of Transportation fined JetBlue Airways and Hawaiian Airlines earlier this month, after both airlines failed to disclose on-time performance figures on a number of flights.

Citing a report by Travel Weekly, USA Today states both carriers were fined "for failing to properly or adequately disclose the on-time performance of specific flights when requested" -- specifically, when a customer asks for the on-time performance of a particular flight, while calling to make a reservation.

DOT regulations require carriers that submit on-time performance data to DOT also reveal that information to any customer who asks for that rating "during the course of a reservation inquiry."

Travel Weekly states the DOT's enforcement office "uncovered the lack of compliance in a recent telephone survey it conducted." Though not stated in the DOT report, it's likely more carriers will face similar charges, as well, according to the industry publication.

The DOT fined JetBlue $30,000 October 3, after its reservation agents did not -- or could not -- cite on-time figures "on numerous occasions." Hawaiian was hit with a $50,000 fine, although that number may be reduced by half if the carrier doesn't rack up any more violations over the next 12 months.

Incidentally, Hawaiian Airlines had the second-best on-time arrival rating of all major airlines in August 2007, as ANN reported.

Both airlines say failure to provide the information was not intentional... and agents are already being trained on how to provide that information when requested.

FMI: www.dot.gov, www.jetblue.com, www.hawaiianair.com