A customer has filed an official complaint with the United States Department of Transportation (USDOT) urging the suspension of the codeshare agreement between American Airlines and Qatar Airways. The complaint centers around an incident involving deceptive practices by Qatar Airways, specifically related to post-purchase fees and seat selection charges that were not initially disclosed to the passenger. This call for action was lodged in response to an experience in May 2024, where the consumer, after purchasing a ticket using a combination of AAdvantage miles and cash, encountered unexpected charges. The complainant detailed the situation where they booked a flight on March 29, 2024, for their child, which was supposed to be serviced by Qatar Airways under the American Airlines codeshare. The confusion arose when, upon attempting to select seats, the passenger was initially led to believe that there would be no additional cost, based on an email confirmation from Qatar Airways stating the seat selection price was €0. However, 12 hours after this confirmation, the passenger was asked to pay €150 ($156) for the seat selection despite earlier assurances that no fee would be applicable.
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This incident allegedly contravenes several Consumer Federal Regulation (CFR) provisions that prohibit airlines from increasing the price of services after they have been purchased. Specifically, the complainant highlighted a regulation that deems it an "unfair and deceptive practice" for airlines to charge additional fees for services like seat selection post-purchase. The customer's complaint further alleges that Qatar Airways engaged in misrepresentation, coercing payment for boarding passes by refusing to honor them unless additional fees were paid. This practice was described as an attempt to increase prices post-purchase, which the complainant finds predatory and in violation of consumer protection laws.
As a result, the individual has urged the DOT to take action by suspending Qatar Airways' codeshare ability with American Airlines. They argue that such measures are not only within the DOT's statutory authority but are also necessary to discourage airlines from engaging in similar practices in the future. The complainant emphasized that this action would serve as a "strong incentive" for both carriers to comply with U.S. consumer protection regulations. The codeshare between American Airlines and Qatar Airways, part of the oneworld alliance, has been instrumental in allowing passengers to connect through Doha, Qatar Airways' hub, to numerous destinations globally. However, with this complaint, the integrity of this partnership has come under scrutiny.
In response to the complaint, the DOT has the authority to investigate and potentially enforce penalties or suspensions based on findings of deceptive practices. The DOT's role includes ensuring that airlines adhere to consumer protection laws, particularly in how they handle ticket sales, pricing, and ancillary services like seat selection. This situation might prompt a broader examination of codeshare agreements and their implications for consumer rights, especially in international travel where passengers might be subject to different airline policies. It also raises questions about the transparency and fairness of practices within airline alliances, highlighting the need for clear communication and adherence to established consumer protection standards across all participating airlines.