ACC Passenger Rights and Regulations Questions and Answers — Questions and Answers
Question 1: A domestic U.S. flight is oversold. According to Department of Transportation (DOT) regulations, what is the first action a customer service agent must take?
- Deny boarding to the passengers who checked in last.
- Offer travel vouchers to passengers who are involuntarily denied boarding.
- Ask for volunteers to give up their seats in exchange for compensation. (Correct answer)
- Upgrade the highest-status frequent flyers to first class to create space.
Correct answer: Ask for volunteers to give up their seats in exchange for compensation.
U.S. Department of Transportation regulations explicitly require airlines to first ask for passengers who are willing to give up their seat voluntarily in exchange for compensation before bumping anyone against their will.
Question 2: Under the DOT's '24-hour rule,' a passenger is entitled to cancel a flight booking without penalty and receive a full refund if certain conditions are met. Which of the following is a key condition?
- The ticket was booked at least seven days before the flight's scheduled departure. (Correct answer)
- The passenger is a member of the airline's frequent flyer program.
- The ticket was purchased through a third-party online travel agency.
- The cancellation is made at least 24 hours prior to the flight's departure time.
Correct answer: The ticket was booked at least seven days before the flight's scheduled departure.
The DOT's 24-hour rule specifically applies to reservations made one week or more prior to a flight's scheduled departure date. This allows passengers a window to cancel without penalty, provided they are not booking at the last minute.
Question 3: Which of the following best defines an airline's 'Contract of Carriage'?
- A standardized government form that regulates airfare prices across all carriers.
- The legal agreement between the airline and passenger outlining terms, conditions, rights, and liabilities for the transportation provided. (Correct answer)
- The in-flight magazine that details the services and amenities available on board.
- A loyalty program agreement that specifies how frequent flyer miles are earned and redeemed.
Correct answer: The legal agreement between the airline and passenger outlining terms, conditions, rights, and liabilities for the transportation provided.
The Contract of Carriage is the legal document that establishes the terms and conditions of the agreement between the passenger and the airline. By purchasing a ticket, the passenger agrees to this contract, which covers everything from baggage liability to flight schedules and passenger conduct.
Question 4: A parent is traveling with their 12-year-old child and finds their assigned seats are several rows apart. Based on current DOT policy and initiatives, what is the airline's responsibility?
- To inform the parent they must pay an additional fee to select adjacent seats.
- To advise the parent to ask other passengers to switch seats after boarding.
- To upgrade the parent and child to premium seats if no standard adjacent seats are available.
- To have a policy that enables the child to be seated next to an accompanying adult at no additional cost. (Correct answer)
Correct answer: To have a policy that enables the child to be seated next to an accompanying adult at no additional cost.
The DOT has urged all airlines to adopt policies that guarantee children 13 and under can be seated next to an accompanying adult for free. Customer service agents should facilitate this through their airline's established family seating policy.
Question 5: A passenger's flight from Paris (CDG) to Rome (FCO), a distance of 1,100 km, is canceled by the airline with only two days' notice. Under EU Regulation EC 261/2004, what is the base amount of cash compensation they are entitled to?
- €250 (Correct answer)
- €400
- €600
- €125
Correct answer: €250
EU Regulation EC 261/2004 sets compensation amounts based on flight distance. For all flights of 1,500 km or less, the standard compensation for a short-notice cancellation or long delay is €250.
Question 6: A domestic U.S. flight is experiencing a tarmac delay. According to DOT rules, after how long must the airline begin providing passengers with food and water?
- One hour
- Four hours
- Two hours (Correct answer)
- Three hours
Correct answer: Two hours
The Department of Transportation's tarmac delay rule mandates that airlines must provide adequate food and potable water no later than two hours after the tarmac delay begins, unless there is a safety or security reason not to do so.
ACC Passenger Rights and Regulations Questions and Answers
A domestic U.S. flight is oversold.
According to Department of Transportation (DOT) regulations, what is the first action a customer service agent must take?