ACC Passenger Rights and Regulations 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?

Accepted Answer

Ask for volunteers to give up their seats in exchange for compensation.

Answer

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?

Accepted Answer

The ticket was booked at least seven days before the flight's scheduled departure.

Answer

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'?

Accepted Answer

The legal agreement between the airline and passenger outlining terms, conditions, rights, and liabilities for the transportation provided.

Answer

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?

Accepted Answer

To have a policy that enables the child to be seated next to an accompanying adult at no additional cost.

Answer

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?

Accepted Answer

€250

Answer

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.

ACC - Airline Customer Service Practice Test

ACC - Airline Customer Service Practice Test

ACC Passenger Rights and Regulations Questions and Answers