Airlines abuse customers, who have nowhere to turn and face byzantine barriers in small claims courts

A Savory Tort Investigation

I sued Air France yesterday.

Consumer Protection and Airline Impunity

The instant matter is simple. I bought a roundtrip ticket from Boston to Paris specifically as offered by Air France because seat selection upon check-in came with the ticket. (I have a dodgy knee and an over-the-hill bladder, so seat selection on long hauls matters to me. You asked.)

Air France consistently promised seat selection.

Air France turned the flight over to Delta for operation, and Delta refused to honor seat selection upon check-in. Delta rather demanded $89 per seat assignment. Delta would not even give me a random seat upon check-in; I was told I would have to wait for a seat assignment at the gate, after everyone with higher priority was given an assignment.

I contacted Air France multiple times and was told that Delta's terms superseded Air France's, to call Delta. I contacted Delta multiple times, and I was told that my problem was with Air France.

I'm not the only person to experience precisely this problem. Redditors and online reviewers have reported the same frustration and the same shirking of responsibility by the airlines over seat selection and other purchase terms. 

That matters here, because I don't file lawsuits just for me. I believe I have a professional responsibility to use my skills as a litigator now and then if it will make the world better for many people.

I made complaints to governmental authorities, the attorney general's office in my home state of Rhode Island, and the U.S. Department of Transportation. Of course, those complaints went into the circular file.

The R.I. AG's office, while having been helpful in other matters, has in the past sent me to the feds on airline issues, notwithstanding their concurrent jurisdiction over ticket sales. And the U.S. DoT, which used to issue at least a polite email of acknowledgment, said nothing, probably distracted by the premiere of Great American Road Trip.

Delta sees things differently, blames Air France.

Delta, it must be said, sent me an email offering something, I think it was a $55 credit, on a future flight. I did not accept.

I also sent a comprehensive demand letter to Air France in June. They replied in July with yet another email, this one at least sufficiently detailed to suggest, for the first time, that they did understand the problem. They were unwilling to pay anything, of course. And more importantly, they did not say the problem was redressed, and they again blamed Delta.

This isn't about money for me, if that's still not clear. What I want is for the airlines to stop using operator agreements as an excuse to reneg on plain promises to consumers. Had Air France simply taken responsibility for the wrong and promised it's no longer happening, I would have dropped the matter.

But Air France couldn't help itself. Repeatedly, responses blamed Delta. They did not address the salient observation of the demand letter: that I have no contract with Delta, even if it were willing to accept responsibility rather than send blame back around.

So as I promised in the demand letter—one must keep one's promises—I sued for breach of contract and deceptive business practices. Like some other states, Rhode Island has a reasonably friendly statute for such consumer claims, and it entitles me to the greater of $500 statutory damages or compensatory damages, plus costs, with the possibility of a damage multiplier, up to three times, in the court's discretion. 

I am not going here to address the problem of arbitration terms among airline terms of service, slyly diverting consumers from the courts and stripping them unwittingly of their Seventh Amendment rights. I must mention that such boilerplate terms usually put any court claim of the kind I discuss here out of reach for the consumer. Worse, arbitration systems are rigged for corporate respondents, evidenced at minimum by the simple fact that they prevail in arbitration far more than reason or chance says they should. The proceedings moreover remain secret, undermining civil justice for everyone else. I have good reason to believe that I am not bound in this matter by compelled arbitration terms, but any reader or prospective plaintiff should be warned.

My goal here remains simply reform of industry practice for consumer protection. I've written before about the abuse American consumers suffer at the hands of airlines, especially in comparison with our European counterparts, and our present era of deregulation in the United States is stripping away what little enforcement there was. 

Yesterday, for example, I was shopping for an airfare online and saw a United fare with no carry-on, that is, bringing a carry-on is not allowed, not an option. That almost compels a person to check a bag, yet the fare did not include a checked bag; you could buy that later: what regulatory authorities call "drip pricing," or what President Biden called "junk fees," and which makes it exceedingly difficult to compare fares. 

These deceptive sales strategies utterly undermine absolutist economic libertarianism, demonstrating, in my view, why responsible libertarianism must support reasonable regulation to ensure a level marketplace. The Biden Federal Trade Commission regulated against junk fees. Trump has not rescinded the regulations, to my knowledge. But non-enforcement is functionally the same. A meaningful regulation would afford a private right of action with damages that would command airlines' attention.

It seems, in the great American tradition of rugged individualism, that enforcement is left to the consumer, who is scarcely given two sticks to rub together to get anything done. And at this point, it seems that a financial hit, even a small one, along with the hassle of answering in court, is required to compel Air France to own up to the simple responsibility of delivering what it sells.

If only it were that easy. 

Small Claims Court and Barriers to Consumer Protection

I am a lawyer (D.C. license) and a litigator, and I have filed many lawsuits. But what I just experienced trying to file a small claim was harrowing and would be prohibitive to a person not equipped as I am. What's worse is that touted digital tools that are supposed to make access to the courts easier are not helping at all.

Here is a series of problems I encountered in filing my small claim. Never mind, by the way, that my claim should be a class action, which is prohibitively difficult even for me to put together, if even possible under the law, which in the United States has grown hostile to consumer class actions, even while Europe, again, moves in the opposite direction.

My small claim was rejected by Massachusetts courts. And then they changed their minds.

I tried first to file a small claim in Massachusetts. It was rejected.

My personal-jurisdiction claim over Air France in Rhode Island is sufficient, but thin, based on my online ticket purchase. There's always a risk of getting a judge who is hostile to plaintiffs and not familiar with the law of internet jurisdiction. Small claims are sometimes not appealable, so if you get a bad ruling, you might be stuck, no matter the law.

Personal jurisdiction over Air France (technically, "Societe Air France") is easier by conventional measures in Massachusetts, because Air France operates out of Boston Logan airport and has assets and employees there. If I prevail in Rhode Island, Air France can make me register my judgment in Massachusetts to collect. Even though I can demand costs, registration of foreign-state judgments is a hassle, beyond the ken of non-lawyer plaintiffs, and requires an outlay of hundreds of dollars just for filing, even before executing enforcement.

Small-claims filing instructions at Mass.gov purport
to afford venue where a plaintiff works.

Happily, the Massachusetts courts website told me that small claims courts in the commonwealth will exercise venue based on a plaintiff's place of work—or home, or business. I work in Massachusetts. Even better, the courts accept e-filings.

I dutifully prepared all of my paperwork and stepped through the online e-filing procedure. It's not a bad user interface, for the most part. 

Alas, the next business morning, my claim was rejected. I had listed my home address in Rhode Island. The form asked for the address where I wished to receive correspondence, not the address I would use to assert venue. There was no field for another address. 

I called the small-claims office of the clerk in New Bedford, Massachusetts, District Court. Let me be clear here that, first, they promptly answered the phone, which is a lot more than I can say for Air France or Delta; and second, they were very, very kind. My whinging here is no denigration of the people involved, who I believe are trying do their honest best in a byzantine bureaucracy.

They told me, though, that the website is wrong, that Massachusetts courts will recognize venue only for a resident plaintiff, or a plaintiff who owns a business in the commonwealth. At least, they said, I would not be charged the filing fee ($62), and I should get in touch if my card is charged erroneously. 

By email—they have an email address, also more than I can say for Air France or Delta—I sent the office the web page I had relied on—not to hassle them, but seriously, to make sure it's corrected, so that other people, especially non-lawyers, don't waste the time and energy that I did. I also reported the error to the state IT office via the page feedback form.

I then went about several hours' work to file my claim in Rhode Island instead. I run a serious risk that Air France simply will ignore the summons; it has no assets, no liability exposure, in Rhode Island. I can obtain a default judgment. But then, again, I will have to go to the extraordinary effort and expense of registering my judgment in Massachusetts and pursuing an enforcement action there.

After I returned home from the courthouse in Providence, Rhode Island, I received an email from the clerk's office in New Bedford: "Please e-file your complaint and we will accept it."

Sigh.

I'm not going to file right now, I responded, because I don't want to pay for two lawsuits. But if Air France ducks out on the Rhode Island summons, it will be cheaper for me to sue again in Massachusetts, rather than register the foreign-state judgment in non-small-claims district court.

Small claims clerks do not understand corporate service of process. Or they do, and I don't?

A second problem I encountered relates to service of process. Neither Massachusetts nor Rhode Island small claims court would accept a service-of-process address for the defendant. Both insisted that service go to the defendant business address. That policy puts plaintiffs, especially non-lawyers, at risk of dismissal for defective service.

Every business, when it registers with a state government for licensing, in almost any state—I've seen some exceptions, and that's a whole other story in undermining consumer protection, but thankfully, Massachusetts keeps pretty good records—provides a mailing address, where it wants to receive business correspondence, and a service address, specifically for legal service of process. Big businesses, such as Air France, contract with companies, "registered agents," specially in the business of receiving legal notices.

Air France lists a New York corporate address and a Boston registered
agent in its filing with the Massachusetts Secretary of Commerce. 

In the case of Air France, its filing with the Massachusetts Secretary of Commerce lists, not unusually, an address in New York City for the corporate office, and an address in Boston for service to the registered agent, Corporation Service Company. Typically, a business relies on its registered agent only for the initial pleading, and in responsive pleading lists an address for corporate counsel to receive correspondence subsequently.

The Massachusetts e-filing system, which is not bad overall, as I said, has only one field for a defendant's address. Instructions say to provide the address where the defendant receives its correspondence. That's the defendant's corporate address. There is no field for a registered agent at a different address. 

But failing to serve a corporation by way of its registered agent means plaintiff's complaint can be dismissed for defective service. And it seems that someone knows this, because the instructions to users of the e-filing system admonish would-be plaintiffs to look up the defendant's address(es) in the database of the Massachusetts Secretary of Commerce. There's even a link to do so.

If a filing is accepted in the Massachusetts e-filing system, service follows by certified mail. There's a fee assessed for that mailing, simultaneously with the filing fee. There is no opportunity for a plaintiff to add a service address later.

So I emailed the clerk to ask about this problem. Because my filing ultimately was rejected, it never became an issue. But I asked also when we spoke on the phone. 

The clerk to whom I spoke did not seem to be familiar with corporate service of process or registered agents. She said that the small claims office always serves the business address, and that that service would effect legal process. I have my doubts, but at least I shelved that assurance for what I can tell a judge when I'm fighting against defendant's motion to dismiss.

In Rhode Island, there is no e-filing. There is a form for small claims, and it, like in Massachusetts, has only one field for the defendant's address. I entered both addresses there. When filing a civil complaint, a lawyer usually lists a "Serve on:" or "Registered agent:" address below the defendant's corporate address.

But when I went to file, the Rhode Island clerk would have none of it. She, too, seemed baffled by the idea that there would be more than one address for the defendant. She would not accept the filing that way and demanded that I cross out and initial the service address. So I did, muttering, "That's not the law," under my breath. And I filed ($75.75).

I still went by UPS to make a copy of all of the pleading papers ($6.10). I stopped home to scan a copy for myself. And when I went to the post office to send the papers via certified mail, return receipt, I sent sets to both addresses ($11.89 each).

Service of process in Rhode Island is a racket.

In ye olden times, and still when a plaintiff fears a defendant might evade accountability, service of process was effected in person, by a sheriff, constable, or professional process server knocking on the defendant's door. Private investigators sometimes picked up contract service work between meatier jobs. Personal service is so clumsy that it's sometimes the stuff of comedy in movies, such as Pineapple Express (2008).

Now we live in an enlightened age. Well, most of us. Not Rhode Island, the smallest state. Back there in a moment.

In this era of enlightenment, we understand that service of process can be effected more efficiently by paper and ink, through our perfectly well functioning postal system. This, in fact, besides state compulsion, is why companies contract with registered agents: so that we can all agree that that is the address where you send the pleading.

I hear you asking: "OK Boomer, why not use the internet?" Well, first, it's Gen-X to you. We do exist. And please don't be condescending. This is still a developing country. There's nothing wrong with triplicate forms. Press hard.

I have filed small claims in Rhode Island before, and I effected service with the usual certified mail and return receipt, even if I had to overpay the clerk's office to send it for me.

On the backs of complainants,
R.I. sheriffs get a piece of the action.
photo RJ Peltz-Steele CC0 1.0

No more, apparently. Rhode Island now requires that a small claims pro se plaintiff march from the courthouse in Providence, R.I., to the state Sheriffs Headquarters in Cranston, R.I., eight miles away, closes at 4 p.m.!, and there find a sheriff or constable to effect service ($70).

Oh, and stop by a bank or post office, because Sheriffs Headquarters does not take credit cards, debit cards, checks, or cash. You'll need a money order made out to "R.I. STATE SHERIFFS" ($2.65).

Oh, and stop by a copy shop, because you'll need two copies of all the paperwork you brought to the clerk's office, where you were instructed to bring only one, plus two copies of the summons the clerk just gave you ($6).

Alas, there's another wrinkle. R.I. Sheriffs will not serve an out-of-state defendant. How to do that? A flyer at the clerk's office in Providence instructs the pro se plaintiff to "contact that State for service." 

Anyone have the telephone number for Massachusetts? 

I was incredulous. Yet the clerk in Providence was unfazed. I asked whether I could effect service on an R.I. defendant, hypothetically, by sending certified mail, return receipt, myself. No, she said. State law requires that the Sheriffs Office or a constable effect service. I'm not so sure about that, but I'm not a Rhode Island lawyer.

How do I effect service in Massachusetts, then?, I asked. She said she could not tell me, for fear of giving me bad advice about something beyond her purview. Fair enough. But where could I find out?

I figured if certified mail, return receipt, was good enough for the New Bedford District Court, it was good enough for me. And I couldn't see a judge turning me away when I have a return receipt in hand. Still, here we are with another problem that could end the non-lawyer's case before it gets going, and flush the sunken $75 R.I. filing fee down the drain.

When the clerk returned with my summons, after having consulted with a colleague, she said, "You can send this certified mail." That must have been hard to admit. 

Yet it does prompt the question, why is certified mail fine for an out-of-state defendant, but no good for a Rhode Island defendant?

Maybe the sheriffs' slush fund is running short.

Rhode Island requires plaintiffs to prepare paperwork to a point of absurdity.

I did my homework before I went to the courthouse in Providence. I still screwed up. 

I spilled a bucket of printer ink—one of the most expensive liquids on earth, and a whole other story in regulators' failure to protect consumers against unfair and deceptive corporate practices—to prepare my filings for the Rhode Island court. I followed instructions to the letter. I even printed and had notarized an extra copy of the complaint. Not required, but I fancy myself a boy scout!

Let's pause there to note that Rhode Island requires a small claims complaint to be notarized. I used my AAA membership to avail of the service there. Still, I had to stop by that office on my way to the courthouse. That's actually the service I use most frequently at AAA—nothing to do with my car or travel. Someone stopping in at a UPS store for a one-off notarization would have to pay $10 or $15 per stamp.

Notarization of such a filing as routine and small-time as a small claims pleading is not normal in the states; Massachusetts does not require it. And it's profoundly anachronistic, having little purpose: yet another barrier to ordinary people's access to the courts.

But I haven't yet told you the best part.

To file a small claim in Rhode Island, the plaintiff must present, in hardcopy, the court form for the defendant's answer to the complaint, as well as court instructions for how to complete the answer form.

R.I. court instructions in Cambodian stand ready
to aid the New York corporate lawyer who needs them.

Wait, there's more!

The plaintiff also must present four pages of instructions on how the defendant can seek interpreter services, the pages respectively in English, Spanish, Portuguese, and Cambodian.

Cambodian.

The clerk looked at me skeptically and asked, "Do you have the papers for the answer?"

Clearly she anticipated having to send me packing, another schmuck who failed to follow directions. I could not tell from her anticipation whether she relished the seemingly inevitable rebuff, or was just wary of how another frustrated, infuriated claimant might react. 

"Yes," I said, proudly, presenting the papers. A boy scout craves the approval of authority figures.

But I couldn't help myself. 

"I even have instructions in Cambodian for my corporate defendant's team of New York lawyers," I said.

Unfazed.

Alas, I did make a mistake. I had printed the answer form without the instructions. The horror!

In my defense, the user instructions did not specify which version of the answer form to prepare, with or without instructions. I assumed, mistakenly, that it was not my job to tell New York attorneys how to file a responsive pleading, against me, for their transnational corporate client. 

To the clerk's credit, and I do appreciate this, because my parking meter ($1.60) was ticking, she provided me, gratis, a hardcopy of the correct form with instructions to include with my growing portfolio—now 19 pages for a two-sentence complaint.

I understand the need for both the instructions and the interpreter forms when the defendant is an individual. Access to justice is a two-way street, and, say, a landlord who is a frequent flier in the courts should not be able to exploit a tenant's ignorance of legal process and rights. 

But on the face of my complaint, I am suing a transnational corporation with a U.S. office on Broadway in Manhattan. Am I really Goliath in this scenario?

Is there no rule of reason? Or do we just assume that the little people ought not be bothering big corporations anyway?

It is virtually inconceivable that a non-lawyer could navigate the small claims process, at least not without rendering the case vulnerable to dismissal for a procedural fault.

I'm not sure anyone outside the U.S. Chamber of Commerce thinks we do not have an access to justice problem in the United States. And in the marketplace, consumer frustration has hit a record pitch.

Let's review. My claim is straightforward. I contracted for a service and did not get that service. I am suing for the value of the service that I did not get. That's a loss equivalent to $178, or $500, as the legislature decided is a fair statutory minimum.

Besides my hours and hours of time, my barrels of printer ink, and my fuel, parking, and heartache, I have thus far spent $105.63 on my $178 loss. And that's just to get in the courthouse door. If Air France does not answer my complaint, I'm looking at hundreds more dollars for enforcement, even with a default judgment in hand.

And I am only one consumer, of, no doubt, thousands, who bothered to follow up on a broken promise. I'm just one consumer savvy enough to know how to sue, at least in theory. 

No wonder, then, corporate America simply counts on the fact that it can rip off consumers for hundreds of dollars at a time with impunity. Even if one consumer fights back and prevails, the profits are enough to roll around and spill champagne in.

And our legal system facilitates this abuse. Small claims court was devised to redress this very problem, yet the hurdles to clear the entrance gate are so high, the court might as well shut its doors. Let's not forget that I was twice given incorrect guidance by clerks, notwithstanding good intentions, so far in my journey. I'm already supposed to know what I'm doing, and all this is before even getting to the merits of the case.

There are a lot of ways we could reform consumer protection and access to justice. For starters, I should not be bringing this claim. State AGs or federal agencies, at minimum, should be making sure that consumers get what they pay for, or at least that corporations cannot willfully continue deceptive practices after they're made aware of them.

Even writ small, there are countless ways that the ills of local courts, as I've outlined here and no doubt many more, could be fixed to make access to justice just a little bit easier. Our public officials only have to want the courts we pay for to work for people as well as they work for corporations. 

Americans chase dream of air passenger rights, while EU consumer protection reaches age of majority

Boarding a flight in Ilorin, Nigeria, in December 2022.
RJ Peltz-Steele CC BY-NC-SA 4.0

A Savory Tort Investigation

The Christmastime Southwest meltdown has prompted tongue wagging in Congress over a "Passenger Bill of Rights" to redress the radical imbalance of market power that has left Americans at the mercy of an oligopolist airline industry for decades.

Don't get your hopes up. In the United States, airlines have been playing cat and mouse with regulators since the mail took to the air in the 1920s. And the cat has never been enthusiastic about the chase. 

Passenger protection from exploitative practices in the airline industry has been a congressional dog whistle since overbooking became a business model in the 1960s. Ralph Nader took on the issue, along with so many others, in the 1970s. We've swung back and forth between transparent pricing and the piling on of surprise fees enough times to make you use your sick bag. Over the years, more passenger bills of rights have died in Congress than we have airlines. Well, that's a low bar, but you take my point.

As in all things when corporatocracy clashes with simple equity in the marketplace, the European Union is doing a better job than the United States to level the playing field. The crown jewel of more robust European consumer protection is Regulation 261/2004, which has been on the job for almost twenty years. When flights are delayed or canceled, EU 261 requires compensation to customers in cold, hard cash.

The circumstances that lead to an EU 261 payout are well circumscribed. But when it happens, an airline feels the pinch. The regulation pertains upon delay or cancellation, EU guidance explains (bold in original), when:

• the flight is within the EU and is operated either by an EU or a non-EU airline;
• the flight arrives in the EU from outside the EU and is operated by an EU airline; or
• the flight departs from the EU to a non-EU country operated by an EU or a non-EU airline.

Here is the compensation schedule, per passenger:

• Type 1: €250 for a delay of two-plus hours, or €125 if re-routed to arrive fewer than four hours late, for flights of 1,500 kilometers or less.
• Type 2: €400 for a delay of three-plus hours, or €200 if re-routed to arrive fewer than four hours late, for intra-EU flights of more than 1,500 kilometers and for all other flights between 1,500 and 3,000 kilometers.
• Type 3: €600 for a delay of four-plus hours, or €300 if re-routed to arrive fewer than four hours late, for all other flights.

There need be no compensation when the delay can be attributed to a cause extrinsic to the carrier, such as weather. A passenger's receipt of compensation, including non-monetary assistance, pursuant to the law of a non-EU country precludes an EU claim.

Cash compensation is a welcome recognition that airline passengers suffer real costs when flights are delayed or cancelled—more than what is covered by a meal voucher or even, when necessary, an overnight stay. Ours is now a world of nonrefundable reservations for hotels, cars, and tours. Travel insurance is becoming a must, and yet another expense. Vacation time meanwhile is increasingly scarce, especially for Americans.

Meaningful compensation incentivizes airlines to work smarter. For example, scheduling departures too tightly, failing to anticipate mechanical needs, or simply de-prioritizing the correction of problems all become decisions with bottom-line consequences.

The outer jurisdictional limits of EU 261 are not spelled out on the face of the regulation, but European regulators and courts largely have construed silence expansively. EU 261 claims are not limited to EU citizens and airlines, as long as an EU country can exercise jurisdiction. EU 261 has an exception for "extraordinary circumstances," but courts have construed the exception narrowly, excluding technical problems. Court rulings in the late 2010s led to the application of EU 261 to U.S. carriers operating international connections to and from the EU.

At the same time, compliance has been a mixed bag. The fuzziness at the margins of EU 261 application, along with the reality that not all domestic authorities have been prepared to invest fully in enforcement, has afforded airlines room to fudge fulfillment of their obligations.

In the event of a maloccurrence, airlines are obliged to make passengers aware of their EU 261 rights, and passengers file claims with the airlines, not with regulators. The airlines can be less or more forthcoming with notifications and the ease with which consumers can file claims. There are reports, moreover, of airlines simply not paying what's owed. As a result, a cottage industry has arisen of intermediary companies that facilitate consumer claims in exchange for significant contingency fees.

As an American citizen traveling to, from, and through the EU, I’ve made some EU 261 claims in recent years, since the regulation expanded to reach foreign flight legs. I tested different options to make my claims, and I promised to share some outcomes.

No-Coverage Cases

It’s first important to articulate unfortunately ever more common passenger experiences that are not covered by EU 261—and, needless to say, precipitate no consumer protection in U.S. law.

My fellow Lagos-bound passengers and I wait in Paris.
RJ Peltz-Steele CC BY-NC-SA 4.0

CLAIM DENIED by Air France: EU transit.  In December 2022, I traveled from Boston, Massachusetts, to Lagos, Nigeria, via New York and Paris.  Because of a mechanical problem, after several hours’ delay, the connection from Paris to Lagos was canceled and rescheduled for the following day.  My booking was with Delta; KLM owned the itinerary; and the canceled connection was operated by Air France. EU 261 charges the operator with responsibility. Air France provided a €15 meal voucher and overnight accommodation, including a shuttle after quite a long wait. Such intermediate compensations do not preclude EU 261 awards.

Air France denied the type-3 compensation claim I filed directly with the airline. An Air France agent wrote:

I am really sorry to have to inform you that the EU Regulation 261/2004 does not apply when flight departs from a point outside the EU or EEA and travels to a final destination outside EU or EEA, via a connection in an airport in the EU or EEA.

Since your flight departs from Boston and arrives in Lagos via New York and Paris, we regret our inability to accede to your request for compensation on this occasion.

To be clear, every leg of this journey was a different "flight," with its own flight number; this was not a continuation "flight." My itinerary originated and terminated outside the EU. At the same time, Air France's interpretation of "flight" in EU 261 seems consistent with my other claim experiences. I suppose Air France was obliged to pay compensation to passengers who originated in Paris; I don’t know. I was not given any particular notice of EU 261 rights; maybe passengers originating in Paris were.

NO CLAIM against Air France: Advance cancellation. In November 2022, I traveled from Boston, Massachusetts, to Kraków, Poland, via Amsterdam.  I booked through Egencia; Air France owned the itinerary; KLM operated the connection to Kraków.

A month after my purchase, but still a month before the departure, KLM canceled the connection to Kraków. KLM rebooked me on another flight, lengthening my layover by five hours and putting me late into Kraków. Air France offered a full refund, in the alternative, but refused to book me on another carrier that would arrive earlier into Kraków.

Patriotic illumination aboard an Air France flight.
RJ Peltz-Steele CC BY-NC-SA 4.0

The problem here was that I had paid more for a morning arrival in Kraków, because I had to work there that day. I could have booked for the midday or later arrival with another carrier for less money at the time I purchased, had I wanted to. I chose the SkyTeam Alliance specifically for the early arrival. In the month since the purchase, the alternatives had risen exorbitantly in price as international itineraries. I could still buy a replacement connection to Kraków for midday arrival from another carrier, but Air France also refused to release me from the KLM connection. If I failed to appear for the KLM connection, Air France would cancel my ticket home.  I had no choice but to accept the change and miss most of my work day.

KLM claimed that it canceled the morning connection—a month in advance—because of a "mechanical problem." Apparently, no regulation requires an airline to tell the truth. I rather believe that KLM canceled the flight because SkyTeam's multiple flights to Kraków were undersold.

I could not make an EU 261 claim, because airlines are permitted to make whatever changes they please more than seven days before departure. This is a big gap in consumer protection, because passengers have no ability to rebook with another carrier so close to the departure date.

I did complain to the U.S. Department of Transportation (DOT), because it is impermissible, even under U.S. regulations, for a carrier to cancel a flight merely because it's undersold. Unfortunately, this rule is rarely enforced, because it's so easy for a carrier to point to another reason for the cancellation. KLM continued to claim mechanical failure, never explaining how that hurdle could not be overcome with a month's advance notice.

DOT took no action, but entered my complaint in its "industry monitoring system." I suppose this is the same system through which, a mere 16 years after Southwest began A-B-C boarding, it seems finally to have dawned on federal regulators that maybe children should not be forced to sit next to strangers. That would have been a nice policy change to have had when my daughter was growing up.

NO CLAIM against Turkish Airlines: Airport change.  This is an older matter, but I’m throwing it in here because it's a variation on the problem of advance cancellation that might well happen to other people in today's tight market. 

In November 2020, I was to travel from Boston, Massachusetts, to Khartoum, Sudan, via Istanbul, on Turkish Airlines.  Within a week of departure, Turkish canceled my Boston flight and rebooked me on a departure from New York JFK. That’s not an easy or costless transit, from my home to JFK: a four- to five-hour drive each way, or a slow train with multiple transfers. Turkish refused any compensation, offering only complete cancellation as an alternative, and that only when I asked.

This was not an EU 261 matter, because there was no point of contact with Europe.  If the same thing happened, though, with a transit in Europe, EU 261 would not have applied, at least according to the reasoning of Air France in the above-described claim denial. If Turkish made such a change for an EU-bound flight, I hope that EU 261 would apply. I wonder what would happen if Turkish changed the airport, but not the flight number; that's not a delay or a cancellation.

I'll never find out, because I now exclude Turkish Airlines from my fare searches. I suggest you do the same.

Coverage Cases

CLAIM SETTLED with SATA Air Açores: Delayed flight within EU. In July 2022, I traveled within Portugal, from Lisbon to Terceira Island, on SATA Air Açores. Because of a mechanical failure, my 4:15 p.m. departure was delayed to 9:55 p.m. SATA gave me a €10 food voucher. I incurred some additional expense having to get a nighttime transfer on the island, and I lost some daylight leisure time.

My SATA rights notice.

Lisbon to Terceira maps out at 1,555 kilometers, so just over the threshold for a type-2 claim. When I received the voucher at the airport, the agent also gave me a well copied notice of rights in paper. The notice was in Portuguese with no translation.  In Portuguese, the notice accurately described the three types of EU 261 events, but conspicuously omitted any numerical amounts of compensation. In late July, I filed a €400 claim directly with SATA via email.

In September, SATA responded via email with a counteroffer: €300. I accepted. SATA sent me a form to provide my banking information for a wire transfer. I did so, but SATA wrote subsequently to say that it couldn't get the transfer to go through—foreign payers often struggle to align their parameters with U.S. bank data—and that it would send a check. In November, I received a paper check in the mail for US$322.

I accepted the SATA offer because I thought it was more than fair, even though I was entitled to €400 under EU 261. SATA implicitly acknowledged as much by offering more than €250. But my roundtrip ticket with SATA had cost me only €255. And I didn't feel there was any misfeasance on SATA's part. There was no indication that the mechanical failure could have been anticipated; airport agents acted quickly and efficiently to reschedule; and SATA tasked the flight to another plane the same day, if later. Overall, I remained happy with SATA service, despite my lost time. I don't know what SATA would have done had I refused the offer and insisted on €400.

CLAIM PAID by American Airlines: Delayed flight in United States. Also in July 2022, I traveled from Lisbon, Portugal, to Boston, Massachusetts, via Philadelphia, Pennsylvania. I booked on Egencia, and American Airlines operated all flights. The connection from Philadelphia to Boston was delayed more than three hours, but less than four.

Had American Airlines not made such a mess of this delay, I probably would not have thought to apply for EU 261 compensation. This was the kind of straightforward poor customer service that, sadly, Americans have simply come to expect. The delay seemed to have resulted from the unavailability of crew. Passengers actually boarded the plane, and then we were ordered to deboard and return to the terminal. Gate agents offered conflicting explanations. They seemed to be arguing with each other. The tension was contagious, and information was scarce. Space around the gate was overcrowded. The scene was chaotic, ugly, and frustrating.

It's not immediately apparent that EU 261 applies. The flight was a domestic connection; there were passengers on board with no passports. This was the inverse of the Air France claim-denial situation I described above. My point of origin in the EU was dispositive, even when the problem arose on a domestic connection in the United States. My American citizenship was immaterial. The relevant facts under EU 261 were that my itinerary started in the EU, and I arrived more than three hours late to my final destination.

Even insofar as EU 261 applied, I wasn't sure what type of claim mine was. The overall travel distance, the "flight," defined by itinerary, was more than 5,000 kilometers. But the "flight," defined by a leg with unique flight number, from Philadelphia to Boston was less than 500 kilometers. 

Under the circumstances, I expected that if I made a claim, American would deny it. After all, I might notionally be entitled to make a claim under European law, but where would I enforce? The U.S. DOT barely enforces U.S. regulations; it's not likely to expend resources to enforce foreign law. The relevant EU jurisdiction was Portugal. But would I, a non-European, have standing before a Portuguese regulatory authority? 

With so much uncertainty, I was inclined to let the matter drop. But over the next couple of days, I became angry again that American never reached out with any kind of apology for its mess. What the heck, I thought. At least filing a 261 claim would let me vent.

At the same time, because I seriously doubted that I would see a dime, I decided to try using an intermediary. After reading some reviews, I chose AirHelp, a 10-year-old startup from Berlin that is now global. AirHelp promises to make the claims process easy, and it did. In late July, I uploaded my documents and provided a short description of what happened. I got to vent.

AirHelp kept me apprised of my claim status. It sent me an email saying it had determined that I had a valid claim for €300. That seems right, using the itinerary as the measuring stick to reach type 3, and acknowledging that the delay in the end was under four hours. AirHelp said that it would make that demand of American Airlines. Thereafter, AirHelp periodically let me know that it was still waiting to hear back.

To my surprise, in mid-November, AirHelp told me that American had agreed to pay €300. AirHelp sent me an invoice showing that it was deducting its 35% contingency fee of €105. AirHelp sent me a check for the difference in U.S. dollars, $201.38. The fee was hefty, but maybe not bad for a claim I never thought would be honored.

✈     ✈     ✈

In sum, EU 261 is a powerful accountability tool, even if, 18 years on, it leaves some wide gaps in consumer protection. Americans should have at least as good a mechanism at their disposal. Our airlines meanwhile are fighting against accountability, trotting out the usual "be careful what you ask for" warning that our mere expectation of market equity will make air travel unaffordable. Seems to me that if American consumers are going to lose either way, misery loves company.

Sponsored in the present U.S. Congress by Senators Richard Blumenthal (D-Conn.) and Ed Markey (D-Mass.), the "Passenger Bill of Rights" now pending as S. 178 calls for a ticket refund and re-routing, even on another carrier, for delays of one to four hours, and, additionally, $1,350 cash compensation for delays of more than four hours.

I'm sure the check's in the mail.

BU prof's death was tragic accident; investigation shows bad policy, but not criminal negligence

A Savory Tort Investigation

I've posted for public download [no longer posted; contact me for file] files of the investigation into the matter of Boston University (BU) Professor David K. Jones, who died on September 11, 2021, when he fell through a rusted stairway near a Massachusetts Bay Transportation Authority (MBTA) station.

When the Suffolk County (Mass.) DA announced in January that no criminal charges would be filed in the death, I requested the investigative files under state public records law. Record Access Officer Claudia Buruca filled my request promptly and kindly (in May; I'm just getting around to it). The ZIP file I created in Dropbox runs about 97.3 megabytes and includes documents, images, and 911 audio, all appropriately redacted by the DA's office to protect the privacy of the decedent and family.

I wrote about the incident here last October. A professor in the School of Public Health at BU (in memoriam) and husband and father of three in Milton, Mass., Jones was a runner and was out training for a marathon. He mounted a stairway on MBTA property in Boston that connected Old Colony Avenue, below, with Columbia Road, passing overhead. Four treads in the uppermost part of the stairway were missing, and Jones fell through, about 20 feet, to his death.

In reference to the DA's decision on criminal charges, I wanted to know more about why the rusted stairway was accessible to Jones. The file (in accordance with subsequent news reporting) revealed that demolition of the stairway had been planned, but was delayed by confusion over what state agency was responsible. In the meantime, the stairway was blocked at top and bottom. The stairway has been demolished since.

A warning: in the following paragraphs I will describe the evidence dispassionately, and the details might be troubling to some readers, especially if you knew Jones.

All photos are from the investigative file.

It appears that the stairway was well blocked at the top by a jersey wall, fencing, and signage. It was not as well blocked at the bottom. There was a high, temporary fence strung across the alighting threshold. Jones would have to have gone around the fence knowingly and deliberately. But doing so was not hard.

A Google Street View image from November 2020 shows the fence footing sitting well past the stairway corner.

At the left end of the alighting handrail, the fencing was anchored to a vertical steel post, which stood upon a rectangular steel footing. A Google Street View image from the preceding year shows the footing set out well past the end of the stair, so the fencing extended across the threshold and then a prophylactic foot or more. Also, while an apparently older image in the investigative file shows a "Danger / No Trespassing" sign affixed to the fence at the bottom of the stairway, that sign appears to have gone missing by the time of the Google Street View image in November 2020.

Accident-scene images show that the footing had migrated to the corner of the stairway footing and angled to 45 degrees. So a narrow gap between the end of the handrail and the start of the fencing left the stairway more readily accessible. Also, the "Danger" sign still is missing.

Either way, it was never very difficult for a person to squeeze around the end of the fence and onto the stairway. There is video surveillance of Jones walking—not running—up the stairs, and then of him falling. But no camera captured how he circumvented the fence at the bottom, nor what happened when he encountered the gap in the stairs.

I had assumed, based on my own experience as a runner, that Jones had run up the stairs, probably looking up and ahead, and lost his footing at the missing treads. So I was surprised to see that he walked up. Also surprising, about nine seconds, give or take, elapsed between his disappearance from camera view, moving up the stairs, and his falling back through the camera view. That's more time than would have been needed to go the rest of the way. One possibility is that he lost his footing, but was able to hold on to something for a short time before falling. Another possibility is that he saw the gap, tried to circumnavigate it, and failed. There's no way to know.

Whatever the unknown circumstances, personally, I am satisfied that the DA made the right call. The delay in demolition of the stairway, the too easily circumventable fencing, and the missing danger sign significantly and unnecessarily exacerbated the risk of injury or death and evidence bad public policy. But the conditions don't, in my mind, rise to the level of criminal negligence, which involves willful ignorance of an obvious risk of harm—much closer to civil recklessness than to civil negligence. For Jones's part, he had to know that he was taking some risk in circumventing the fencing. And I say that mindful that I've made some bad choices myself in the past, so there but for the grace of God....

Rusted treads that had not yet detached.

Even in the absence of criminal negligence, it would be nice to know that the bad practices of demolition delay, circumventable fencing, and missing danger signs are being addressed by the MBTA. To be fair, the MBTA should be lauded for having closed the stairway before an accident happened in the absence of barriers.

At the same time, why did the staircase rust so to begin with? Ironically, Jones worked as a public health scholar studying social risk factors. Bigger questions loom about our aging infrastructure and who pays the price when it fails.