USDOT Still Reviewing Complaints About Seat Policy

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The US Department of Transportation has not concluded its investigations on Hawaiian Air’s new seat assignment policy whereby travelers only on the Honolulu Pago Pago sector will be given their seat numbers at the check in counters.

Since October 1st passengers who book on line are unable to get a seat assignment.

The airline has cited heavier than normal loads on the Honolulu Pago Pago sector, as shown in a six month survey during which passengers and their carry on luggage were weighed.

Off island media reports said that Hawaiian Air has been given the okay on its new seat policy, giving some the impression that USDOT has made a decision on complaints filed by local residents who called the policy discriminatory as it only applied to the Honolulu Pago Pago sector.

When KHJ News checked with USDOT, Caitlin Harvey of the Office of Public Affairs, Secretary of Transportation said, “We have not responded as the matter is currently under review.”

Avamua Dave Haleck who filed one of the complaints received a reply from USDOT saying his letter of complaint had been forwarded to the airline with a request that Hawaiian reply to him with a copy to USDOT.

Donald Kay, Team Leader Aviation Consumer Protection Division of USDOT said they would review Hawaiian’s response and take further action as appropriate.

Avamua was told that USDOT’s response would likely take some time.

He was informed that his complaint would be entered into USDOT’s
computerized industry monitoring system, and Hawaiian will be charged with the complaint in their monthly Air Travel Consumer Report.

This report is made available to the aviation industry, the news media and the general public so that both consumers and air travel companies can compare the overall and discrimination-related complaint records of individual airlines and tour operators.

Day said USDOT uses  these complaints to track trends or spot areas of concern that they feel may warrant further action in the future. In addition, this system also serves as a basis for rulemaking, legislation and research.

Day also wrote, “Various federal statutes prohibit air carriers from subjecting a person in air transportation to discrimination on the basis of race, color, national origin, religion, sex, or ancestry.

“The department generally will pursue enforcement action on the basis of a number of complaints on which it may infer a pattern or practice of discrimination.

“However, where one or a few complaints describe particularly egregious conduct on the part of a carrier and those complaints are supported by adequate evidence, we will pursue enforcement action as our resources permit.”

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