CFR > Title 14 - Aeronautics and Space > CHAPTER II—OFFICE OF THE SECRETARY, DEPARTMENT OF TRANSPORTATION (AVIATION PROCEEDINGS) > SUBCHAPTER A—ECONOMIC REGULATIONS (parts 200 to 298) > PART 259—ENHANCED PROTECTIONS FOR AIRLINE PASSENGERS > 259.5—Customer Service Plan.

259.5—Customer Service Plan.

(a) Adoption of Plan. Each covered carrier shall adopt a Customer Service Plan applicable to its scheduled flights and shall adhere to this plan's terms.
(b) Contents of Plan. Each Customer Service Plan shall, at a minimum, address the following subjects:
(1) Offering the lowest fare available;
(2) Notifying consumers of known delays, cancellations, and diversions;
(3) Delivering baggage on time;
(4) Allowing reservations to be held without payment or cancelled without penalty for a defined amount of time;
(5) Providing prompt ticket refunds;
(6) Properly accommodating passengers with disabilities and other special-needs, including during tarmac delays;
(7) Meeting customers' essential needs during lengthy tarmac delays;
(8) Handling “bumped” passengers with fairness and consistency in the case of oversales;
(9) Disclosing travel itinerary, cancellation policies, frequent flyer rules, and aircraft configuration;
(10) Ensuring good customer service from code-share partners;
(11) Ensuring responsiveness to customer complaints; and
(12) Identifying the services it provides to mitigate passenger inconveniences resulting from cancellations and misconnects.
(c) Self-auditing of Plan and Retention of Records. Each air carrier that is required to adopt a Customer Service Plan shall audit its own adherence to its plan annually. Carriers shall make the results of their audits available for the Department's review upon request for two years following the date any audit is completed.