travel and transport agency

Sectors we serve

Hospitality, passenger rail, investors, governments, and technology companies.

Strategy and finance: Use proprietary tools to advise companies on how to position themselves to yield the best returns by testing, refining, and optimizing current business plans.

Commercial: Work with global leaders on revenue management, pricing and sales, focusing not just on technical levers, but also management infrastructure and people development.

Network: Model the impact of network changes, and help provide insight into the value brought by alliances and joint venture decisions.

Operations: Increase cost-efficiency across all available levers, including third-party procurement, labor productivity, and product definition.

Advanced analytics: Translate data into actionable insights to drive additional sales uplift and third-party revenue, while improving customer experience by anticipating needs.

Guest engagement: Improve digital journeys, digital marketing assets, channels, and campaigns, and use loyalty and analytics to optimize guest engagement and life cycle value.

Sustainability: Identify paths to sustainable performance, evaluating factors like decarbonization levers and options in aviation fuel.

Service design: Advise on design research, product design and improvements, loyalty, needs segmentation, customer service tracking – in both online and physical settings.

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• Aerospace & Defense
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• Marketing & Sales

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• Strategic Account Management
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• University Travel
• Government Travel
• Event Travel
• Resource Travel
• Leisure Travel
• The CTM Story
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CTM provides local service solutions to customers around the world. Please select your local region, and start experiencing the CTM difference!

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Leadership Team

• Regional Leadership
• Global Leadership

Kevin O’Malley

Chief Executive Officer, North America

Kevin O’Malley, appointed to CEO CTM North America after the announcement of CTM’s acquisition of Travel and Transport in October 2020, brings CTM clients and staff a tenured track record in business travel. Kevin has over 25 years of travel industry experience, having worked in several key strategic and senior roles.

Kevin joined Travel and Transport in 1994 and through a long tenure held critical positions with increasing strategic leadership responsibilities, eventually being named CEO of Travel and Transport in 2015. His leadership style, industry acumen, and genuine interest in the success of clients and staff make him an integral member of the CTM executive team looking toward a bright future.

Kevin is committed to advancing the travel industry, acting as advisory board member among several key industry groups, and also cultivates his local community by serving on several boards for Nebraska-based educational institutions and charitable foundations.

As CEO North America, Kevin is responsible for ensuring the highest level of personal service, innovation, and return on investment to our customers, while leveraging CTM’s global strategy to benefit our regional clients and staff.

Maureen Brady

Chief Commercial Officer, North America

Maureen Brady has proven success in business development, client solutions, and operational technology to deliver efficiencies, innovative supplier programs, and revenue growth.

Her tenured executive leadership is supported by previous executive roles in operations, global corporate acquisition integrations, and global business solutions stretching across three continents with multiple global travel management companies.

Maureen has an adept ability to strategically optimize operational efforts, as well as envision and implement agile infrastructures to lead the way for CTM’s lucrative business to thrive. Through her driven practices, she has contributed to the evolution of the corporate travel industry.

In her role as Chief Operating Officer and part of the executive committee at CTM North America, Maureen is responsible for driving CTM North America’s operational vision and strategy for CTM’s performance and growth.

Joel Bailey

Chief Technology Officer, North America

Joel Bailey is a travel industry leader with over 20 years of experience in product management, customer solutions, innovative technology solutions, and bringing new products and services to the market.

Joel joined the organization in 2014 after holding various leadership roles with global travel management and travel technology companies. Joel has a passion for developing innovative solutions that meet customer needs to solve their problems.

As CTO and part of the Executive Committee at CTM North America, Joel is responsible for driving CTM’s innovation strategy, as well as deploying market-leading travel technology that drives customer value and enhances the traveler experience.

Renee Bubke

Chief Financial Officer, North America

Renee Bubke joined the CTM organization in 2018, previously having worked in finance roles at Masco Corporation, Chrysler Group, and Ernst & Young.

In 2022, Renee assumed leadership of CTM’s Finance organization, preparing for her new role as CFO beginning in 2023.

Renee is based in Omaha, NE, and has proven herself an excellent leader and the right person to help move CTM forward in her expanded capacity.

Anita Salvatore

Chief Operating Officer, North America

Anita’s passion is a driving force and is instrumental in shaping, strengthening, and contributing to CTM’s overall global presence and financial performance. Known for fostering a culture of innovation and collaboration, Anita excels in aligning teams with organizational goals. She is results driven and has a knack for identifying opportunities, navigating challenges, and implementing solutions that drive sustainable growth. As COO, Anita brings a wealth of experience and a proven track record of driving transformation and operational excellence in a dynamic business environment.

As former EVP of Customer Success, Anita spearheaded customer-centric and operational initiatives by harnessing technology and data-driven insights to streamline processes and optimize customer engagement, support, and service. With a keen understanding of the market and placing the customer at the heart of every decision, Anita formulated and executed innovative strategies through cross-functional collaboration to ensure customers achieved their goals.

Anita’s strategic foresight has been a catalyst for success in her previous roles. With a career spanning over 30 years, Anita has consistently demonstrated unwavering dedication to customer satisfaction and operational efficiency. Anita rapidly progressed through the ranks, leaving an indelible mark in each of her executive leadership roles.

Anita is a founding member of Women in Travel (WINiT) and an active member of GBTA and a former board member of the Travel & Leisure Advisory Board.

Mary Ellen Hess

Executive Vice President, Business Development, North America

Mary Ellen (George) Hess is an experienced sales and marketing executive with a passion for technology and customer experience. In her role as Executive Vice President, Business Development, North America, Mary Ellen spearheads client acquisitions for CTM North America.

Mary Ellen joined CTM as a highly regarded travel industry professional with more than three decades of proven success in leading high-performance teams, product development, digital transformation, and superior results in bringing new solutions to the travel industry.

Mary Ellen’s accolades include recognition from WINiT by Global Business Travel Association’s Top 40 Women in Travel, as well as Skift’s Corporate Travel Innovators list. She also serves on the board of WINiT.

Prior to joining CTM, Mary Ellen held executive leadership roles within the travel industry at a highly advanced TMC platform technology company and three global TMCs.

As part of the CTM’s senior leadership team, Mary Ellen leverages her extensive travel industry knowledge integrating sales and marketing teams while achieving CTM North America’s growth goals.

Lisa Nasser

Chief Legal Officer, North America

Lisa began her career in private practice with a focus on mergers and acquisitions and general corporate matters, including contract review and negotiation.  She graduated from Creighton University and the University of Nebraska College of Law.

In her career at Travel and Transport, and then CTM after their acquisition, Lisa spent six years as Assistant General Counsel. In late 2021, she took the opportunity to lead the privacy and information governance programs at a regional bank, before returning to CTM.

As Chief Legal Officer and part of the executive committee at CTM North America, Lisa is responsible for managing legal risk for the North American organization.

Chris Shimokawa

Senior Vice President, Human Resources, North America

Chris Shimokawa is passionate about the employee experience and cross-company collaboration. Her HR philosophy aligns with CTM’s North Star – make people’s lives easier so they can focus on what matters.

Chris joined the organization in 2016. Throughout her 30+ year career, she has held key positions in various HR disciplines and has a track record of success executing effective HR initiatives. She volunteers with Foodbank of the Heartland and Project Harmony in Omaha.

In her role as SVP, HR and part of the executive committee at CTM North America, Chris is responsible for HR strategy, developing programs that optimize employee engagement and providing data insights to maximize CTM’s number one resource, our employees.

Chief Partnership Officer

Erik’s journey in supplier relations began 10 years ago when he joined Ultramar Travel Management overseeing the air and ground categories. Erik served as Travel and Transport’s VP of Partner Solutions prior to Travel and Transport’s acquisition by CTM in 2020. Rounding out his experience, Erik also spent time working in regional and global sales at The Lufthansa Group, as well as holding various roles within BCD Travel.

Growing up in Rockaway Beach, Queens, and in the arrival and departure path of JFK, Erik developed a enthusiasm for flight and travel as a young boy. Erik is based in New York City where lives with his partner of 22 years, Paul, and their dog, Bradley.

Sarah D’Alessandro

Senior Vice President/General Manager, Operations

New York/New Jersey Region

Sarah D’Alessandro joined CTM in 2022 as Senior Vice President/General Manager overseeing the New York/New Jersey region.

D’Alessandro is an industry veteran with over 30 years in the business travel industry. Her experience includes leadership positions in operations at Direct Travel and, subsequently, BCD Travel, where she spent more than 20 years.

Most recently, Sarah served as Vice President, setting the operational strategy for $2.6 billion in global travel spend for a diverse and high-profile client portfolio spanning 70+ countries.

Amy DeSantis

Northeast Region

Amy DeSantis has enjoyed over 10 years with CTM, having joined the organization in 2012.

After first leading the East region’s Account Management team, Amy was promoted to Senior Vice President/General Manager, Operations for the Northeast Region in 2022.

Prior to her time with CTM, Amy spent six years with FCM Travel Solutions as Business Development Manager

Senior Vice President & General Manager, Mountain West Region

Carol is a driven customer experience executive and decisive leader with an extensive history of building, developing, and leading customer-focused teams.

Carol’s thirty years of business travel industry experience drives her success in managing client relationships, while implementing processes that foster team work, streamline operations, and improve customer satisfaction. She is a disciplined leader who excels in operations management, strategic planning, goal setting, interacting with customers and problem solving.  Carol’s outstanding interpersonal skills enable her to cultivate strong business relationships and to mentor and develop team members.

As part of CTM’s senior leadership team, Carol is responsible for sales, operations and account management for the Mountain Region of CTM North America, including P&L, staffing, and ultimate client retention responsibility.  She leads a strong team to deliver CTM service and technology solutions to each customer in a fast-paced, high-growth and diverse environment.

Christy Prescott

Chief Executive Officer, Collegiate Travel Planners (CTP)

Christy Prescott is a trailblazing entrepreneur with over 29 years of extraordinary success. Her tenured travel industry career is marked with innovation and leadership as she founded, guided, and earned a reputation as a visionary in the travel industry. As Chief Executive Officer and Founder of Corporate Travel Planners (CTP), now Collegiate Travel Planners (CTP), Christy built and expanded CTP into one of the largest privately-owned travel agencies before Corporate Travel Management (CTM) acquired the company in December 2019.

As Chief Executive Officer of CTP, she is part of CTM’s senior leadership team. Christy is responsible for managing CTM’s university clients’ relationships and strategic business direction.

Christy is passionate about philanthropy and founded her charity, Christy’s Hope for Battered Women and Children, over two decades ago.

Senior Vice President & General Manager, ETM North America

Tami Reier was appointed to Senior Vice President & General Manager, ETM North America, in July 2021. She brings 30+ years of industry experience to ETM clients and employees and is dedicated to exceptional service, leadership, strategic vision, and growth-oriented results.

Tami joined the organization in 1999 as an accomplished meetings and events professional. Tami holds a Certified Meeting Professional (CMP) designation from Meeting Professionals International, a Certificate in Meetings Management (CMM) from Events Industry Council, and a Virtual Event and Meeting Management (VEMM) certificate from Events Leadership Institute.

Tami is a member of Cvent’s Partner Advisory Board and Meeting Professionals International’s Global Committee on Anti-Human Trafficking.

As part of CTM’s general manager team, Tami is responsible for bringing together all aspects of the meetings, events, and group air teams to deliver outstanding, customer-centric programs with an exceptional return on investment.

Karen Thorburn

Karen Thorburn started her career with Corporate Travel Management in 2010, before her appointment as Senior Vice President/General Manager of CTM’s Pacific Region.

In her many years with the company, Karen has been an outstanding contributor operationally and with clients, and is well respected among the Pacific team, her peers, and CTM clients.

Penny Watermeier

Senior Vice President & General Manager, Central Region

Penny is a data-driven leader with proven success in multiple facets of the travel industry, a comprehensive understanding of change management, and a collaborative approach to offer differentiation in solutions.

She began her career in the travel industry in 1986 as a corporate travel counselor, quickly moving into leadership roles. Penny joined the organization in 1997, managing teams responsible for maintaining key client relationships. At the end of 2020, Penny was appointed to Senior Vice President / General Manager – Central region.

Penny has been an allied member of the Global Business Travel Association (GBTA) for several years. In conjunction with GBTA and the Wharton School of Business, Penny received her Global Leadership Professional® (GLP) Designation in 2010.

As part of CTM’s general manager team, Penny is responsible for sales, operations, and account management for the Central region.

Debbie Westlake

Senior Vice President, Operations and Service Excellence

Debbie Westlake joined CTM in 2022 in the newly created role of SVP, Operations and Service Excellence. Westlake oversees external and internal service strategy and delivery, including a focus on long-term, productive and profitable sustainability and growth.

Westlake spent 20 years at CWT, where she held a variety of leadership roles, most recently as VP, Traveler Services Support for the Americas, a position she held for 14 years that encompassed strategic planning, project management, workforce management, operational reporting, training, business continuity, real estate & facilities, technical business requirements, and client implementations.

Since departing CWT, Westlake held positions in operations leadership at Adelman Travel, Ciox Health, and Press Ganey.

April Wheeler

Senior Vice President, Customer Success

April is a driven customer experience executive and decisive leader with an extensive history of building, developing, and leading customer-focused teams.

Her accomplished tenure in the travel industry is paired with proven success in fostering efficiency and focusing on customer satisfaction. As a disciplined leader, she excels in operations management, strategic planning, goal setting, interacting with customers, and problem-solving.

April was appointed to SVP of Customer Success in 2021. In this role, April ensures that our customers get the best out of their relationship with CTM, via consistent communications, service, and solutions .   

Angie Langen

Vice President, Marketing

With over 20 years in marketing, sales, and communications, Angie is passionate about communicating the CTM story, driving competitive marketing strategies, and creating meaningful interactions with our clients, partners, and the media.

She began her career as the Sales and Marketing Manager for Leisure Trends Group [now part of NPD Group], before joining CTM in 2006 as the Director of Marketing.

During Angie’s storied career with CTM, she has held many positions, including Communications Manager, Director of National Sales Support, and Executive Director of National Sales Support. Angie brings a wealth of team management experience, travel industry knowledge and sales insights.

In her role as Vice President, Marketing, Angie manages the CTM North America marketing strategy, strategic communications plans, establishing and maintaining CTM’s brand awareness, lead-generation, and customer engagement goals.

Evan Friedman

Executive Vice President, Strategic Sales

Evan Friedman is a consummate sales professional with more than 30 years of industry experience. His focus is on large-market business development in Financial, Professional Services, and High Fashion global opportunities. He strives to build and maintain strong relationships with customers.

Based in New York City, he is an integral part of the CTM’s global sales team.

He has earned the distinguished designation of Certified Hospitality Marketing Executive (CHME) by the Hospitality Sales and Marketing Association International. Evan also sits on the Board of the Ritz Carlton Hotels and New York City Metropolitan Executive Alliance (New York City’s #1 Professional Business Networking Group), where he chairs the Speaker Committee.

Debbie Langen

Senior Vice President, Business Development, North America

Debbie Langen brings more than 20 years of experience in growing the CTM business. Focusing on large markets and global business development, she is passionate about building strong professional relationships and solving unique client problems.

Based in Florida, she is an integral part of the CTM’s global sales team.

As part of the CTM North America national leadership team, Debbie is responsible for supporting the North American sales team via training, mentoring, coaching, and strategy development.

Jamie Pherous

Executive Director, Managing Director

Director since May 2008

Jamie Pherous founded Corporate Travel Management Limited (CTM) in Brisbane in 1994. He has built the Group from its headquarters in Brisbane to become one of the world’s largest travel management companies.

Prior to establishing CTM, Jamie was employed by Arthur Andersen, now EY, as a qualified Chartered Accountant, specialising in business services and financial consulting, notably in Australia, Papua New Guinea and the United Arab Emirates.

James Patterson

Acting Global Chief Financial Officer

James Patterson joined CTM in January 2020 as Global Treasurer. Since then he moved to the role of General Manager Finance, and then to Acting Chief Financial Officer in 2023. He has over 20 years of experience, and has held senior finance roles in listed entities in the banking and transportation sectors. James’ corporate background includes banking, treasury and financial markets focussed roles, with exposure to M&A and project management.

James holds a Bachelor of Business and is a Certified Practising Accountant.

Shelley Sorrenson

Global Chief Legal Officer & Company Secretary

Shelley Sorrenson joined CTM in November 2021 as Global Chief Legal Officer & Company Secretary. Shelley is a pragmatic and commercially driven corporate legal and governance practitioner with over 14 years of experience. She has served as General Counsel and Company Secretary of ASX-listed and unlisted financial services companies and held roles at the Australian Securities and Investments Commission and in private practice.

Shelley holds a Bachelor of Justice, Bachelor of Laws and a Master of Laws. Shelley is a Member of the Australian Institute of Company Directors and an Associate of the Governance Institute of Australia.

In her personal time, Shelley is also a Non-Executive Board Director of several not-for profit organizations with a focus on supporting women and disadvantaged youth.

Eleanor Noonan

Global Chief Operating Officer

Eleanor Noonan joined CTM in August 2022 as Global Chief of Staff, and in 2023 moved into the role of Global Chief Operating Officer. She has held various roles within travel, government and financial services, and most recently was Chief Operating Officer of a superannuation fund.

Eleanor is commercially driven, values focused and passionate about leading high-performance teams and inspiring stakeholders to support a clear people and business growth agenda. Eleanor is skilled in developing and executing customer-centric business strategies, leading large-scale change initiatives, and achieving operational excellence.

Eleanor holds a Master of Business and is a Member of the Australian Institute of Company Directors.

Annabel Ausmus

Global Chief Marketing Officer

Annabel Ausmus is an experienced marketing and communications professional with more than 20 years’ experience managing digital and traditional marketing strategy and implementation in both B2B and B2C disciplines. She is responsible for the CTM Group’s global marketing, communication and brand strategy across its portfoilio of travel brands.

Joining CTM in 2010, Annabel brings a wealth of travel industry marketing experience to CTM, having worked across corporate, leisure (luxury to budget brands), events, wholesale and loyalty travel for privately owned, listed entities and not for profit organizations.

Annabel holds a BA (Hons) degree in Journalism, is a Certified Practicing Marketer (CPM) and an Associate Member of the Australian Marketing Institute (AMI).

Lauren Hook

Head of Sustainability

Lauren Hook joined CTM as the Head of Sustainability in November 2023. She has a strong compliance, governance, and finance background both in Australia and internationally. In her previous roles, Lauren has led the risk, audit, and sustainability functions at an ASX-listed technology company and she has extensive airline and audit experience.

Lauren holds a Bachelor of Commerce, qualified as a Chartered Accountant, is a member of the Institute of Internal Auditors, and is a fellow of the Governance Institute of Australia.

Tracey Edwards

Event Travel Management - Global Strategic Lead and GM AU/NZ

Tracey has been with ETM since its inception in early 2011 and brings more than 30 years’ experience in the travel and event industry managing operations around the world, including three years living, establishing and growing an event business in China. Over the past 8 years the ETM team, under Tracey’s leadership, has evolved from a localized specialist Sydney office to a global offering with more than 100 staff across the world, providing a range of expert event, meeting and group travel services. Tracey ensures the team are delivering event solutions that meet our clients’ diverse needs and are at the forefront of technological efficiency. These achievements have been recognized by the industry, including winning the AFTA award for ‘Best Business Events Travel Agency’ multiple times.

Ewen Crouch AM

Independent Non-Executive Director

Director since March 2019

Ewen Crouch was a Partner at Allens from 1988 – 2013. He served as a member of the firm’s board for 11 years, including four years as Chairman of Partners.  His other roles at Allens included Co-Head Mergers & Acquisitions and Equity Capital Markets from 2004 – 2010, Executive Partner – Asian Offices from 1999 – 2004 and Deputy Managing Partner from 1993 – 1996. He was a director of Mission Australia from 1995, including as Chairman from 2009, until retiring in November 2016.

Mr Crouch is a Non-Executive Director of BlueScope Steel Limited (since March 2013) and Chair and Non-Executive Director of AnteoTech Limited (since April 2022). He is a Fellow of the Australian Institute of Company Directors, Chair and Non-Executive Director of RSL LifeCare Ltd (since October 2022) and a Director of Jawun (since September 2015). He served as a member of the Takeovers Panel from 2010-2015, as a member of the Commonwealth Remuneration Tribunal from 2015 – 2019, as a Director of Sydney Symphony Orchestra from 2009 – 2020 and as a Non-Executive Director of Westpac Banking Corporation from 2013 to 2019.

Director since January 2020

Jon Brett  was formerly an executive director of Investec Wentworth Private Equity Limited, and an executive of Investec Bank (Australia) Limited. He was also the CEO of Techway Limited which pioneered internet banking in Australia.  Jon brings extensive strategic, board and management experience to CTM, particularly in the areas of finance and corporate advisory.

Jon is  currently Executive Chairman of Stridecorp Equity Partners, an AFSL licensed fund manager specialising in private equity. Jon is a Non-Executive Director of Mobilicom Limited (since September 2018). His former directorships include Godfreys Group Limited, The Pas Group Limited, Deputy President of the NRMA and Vocus Group Limited since its listing on the ASX.

Sophie Mitchell

Director since September 2019

Sophie Mitchell has over 30 years of corporate advisory, capital markets and equity research experience. She retired from Morgans in June 2019 after over a decade as an Executive Director in Morgans’ Corporate and, prior to this, she was Morgans’ Head of Research.

Sophie is a Non-Executive Director of Morgans Holdings (Australia) Limited, Firstmac Limited, Myer Family Investments Limited, and Tourism Holdings Limited, and Chairman of HealthcareLogic Global Limited (retired July 2023). She was a member of the Australian Government Takeovers Panel between 2009 and 2018.

Marissa Peterson

Director since October 2022

Marissa Peterson is President and CEO of Mission Peak Executive Consulting, a Silicon Valley leadership coaching business. She is based in the United States and brings extensive experience in governance, technology and digital transformation, and executive development.

Marissas’s extensive board experience includes past roles as Chairman of optical communications solutions company, Oclaro, between 2013 and 2018, and as a Non-Executive Director of ASX-listed Ansell, from 2006 to 2021. She has also been a Director of a range of US-based companies including Humana, Supervalu, Children’s Hospital of Stanford, Quantros and Covisint, and a Board Trustee of Kettering University.

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Biden-Harris Administration Announces Final Rule Requiring Automatic Refunds of Airline Tickets and Ancillary Service Fees

Rule makes it easy to get money back for cancelled or significantly changed flights, significantly delayed checked bags, and additional services not provided  

WASHINGTON – The Biden-Harris Administration today announced that the U.S. Department of Transportation (DOT) has issued a final rule that requires airlines to promptly provide passengers with automatic cash refunds when owed. The new rule makes it easy for passengers to obtain refunds when airlines cancel or significantly change their flights, significantly delay their checked bags, or fail to provide the extra services they purchased.

“Passengers deserve to get their money back when an airline owes them - without headaches or haggling,” said U.S. Transportation Secretary Pete Buttigieg . “Our new rule sets a new standard to require airlines to promptly provide cash refunds to their passengers.”  

The final rule creates certainty for consumers by defining the specific circumstances in which airlines must provide refunds. Prior to this rule, airlines were permitted to set their own standards for what kind of flight changes warranted a refund. As a result, refund policies differed from airline to airline, which made it difficult for passengers to know or assert their refund rights. DOT also received complaints of some airlines revising and applying less consumer-friendly refund policies during spikes in flight cancellations and changes. 

Under the rule, passengers are entitled to a refund for:

• Canceled or significantly changed flights: Passengers will be entitled to a refund if their flight is canceled or significantly changed, and they do not accept alternative transportation or travel credits offered. For the first time, the rule defines “significant change.” Significant changes to a flight include departure or arrival times that are more than 3 hours domestically and 6 hours internationally; departures or arrivals from a different airport; increases in the number of connections; instances where passengers are downgraded to a lower class of service; or connections at different airports or flights on different planes that are less accessible or accommodating to a person with a disability.  
• Significantly delayed baggage return: Passengers who file a mishandled baggage report will be entitled to a refund of their checked bag fee if it is not delivered within 12 hours of their domestic flight arriving at the gate, or 15-30 hours of their international flight arriving at the gate, depending on the length of the flight.  
• Extra services not provided: Passengers will be entitled to a refund for the fee they paid for an extra service — such as Wi-Fi, seat selection, or inflight entertainment — if an airline fails to provide this service.

DOT’s final rule also makes it simple and straightforward for passengers to receive the money they are owed. Without this rule, consumers have to navigate a patchwork of cumbersome processes to request and receive a refund — searching through airline websites to figure out how make the request, filling out extra “digital paperwork,” or at times waiting for hours on the phone. In addition, passengers would receive a travel credit or voucher by default from some airlines instead of getting their money back, so they could not use their refund to rebook on another airline when their flight was changed or cancelled without navigating a cumbersome request process.  

The final rule improves the passenger experience by requiring refunds to be:

• Automatic: Airlines must automatically issue refunds without passengers having to explicitly request them or jump through hoops.   
• Prompt: Airlines and ticket agents must issue refunds within seven business days of refunds becoming due for credit card purchases and 20 calendar days for other payment methods.  
• Cash or original form of payment: Airlines and ticket agents must provide refunds in cash or whatever original payment method the individual used to make the purchase, such as credit card or airline miles. Airlines may not substitute vouchers, travel credits, or other forms of compensation unless the passenger affirmatively chooses to accept alternative compensation.    
• Full amount: Airlines and ticket agents must provide full refunds of the ticket purchase price, minus the value of any portion of transportation already used. The refunds must include all government-imposed taxes and fees and airline-imposed fees, regardless of whether the taxes or fees are refundable to airlines.

The final rule also requires airlines to provide prompt notifications to consumers affected by a cancelled or significantly changed flight of their right to a refund of the ticket and extra service fees, as well as any related policies.

In addition, in instances where consumers are restricted by a government or advised by a medical professional not to travel to, from, or within the United States due to a serious communicable disease, the final rule requires that airlines must provide travel credits or vouchers. Consumers may be required to provide documentary evidence to support their request. Travel vouchers or credits provided by airlines must be transferrable and valid for at least five years from the date of issuance.

The Department received a significant number of complaints against airlines and ticket agents for refusing to provide a refund or for delaying processing of refunds during and after the COVID-19 pandemic. At the height of the pandemic in 2020, refund complaints peaked at 87 percent of all air travel service complaints received by DOT. Refund problems continue to make up a substantial share of the complaints that DOT receives.

DOT’s Historic Record of Consumer Protection Under the Biden-Harris Administration

Under the Biden-Harris Administration and Secretary Buttigieg, DOT has advanced the largest expansion of airline passenger rights, issued the biggest fines against airlines for failing consumers, and returned more money to passengers in refunds and reimbursements than ever before in the Department’s history.

• Thanks to pressure from Secretary Buttigieg and DOT’s flightrights.gov dashboard, all 10 major U.S. airlines guarantee free rebooking and meals, and nine guarantee hotel accommodations when an airline issue causes a significant delay or cancellation. These are new commitments the airlines added to their customer service plans that DOT can legally ensure they adhere to and are displayed on flightrights.gov .  
• Since President Biden took office, DOT has helped return more than $3 billion in refunds and reimbursements owed to airline passengers – including over $600 million to passengers affected by the Southwest Airlines holiday meltdown in 2022.   
• Under Secretary Buttigieg, DOT has issued over $164 million in penalties against airlines for consumer protection violations. Between 1996 and 2020, DOT collectively issued less than $71 million in penalties against airlines for consumer protection violations.  
• DOT recently launched a new partnership with a bipartisan group of state attorneys general to fast-track the review of consumer complaints, hold airlines accountable, and protect the rights of the traveling public.  
• In 2023, the flight cancellation rate in the U.S. was a record low at under 1.2% — the lowest rate of flight cancellations in over 10 years despite a record amount of air travel.  
• DOT is undertaking its first ever industry-wide review of airline privacy practices and its first review of airline loyalty programs.

In addition to finalizing the rules to require automatic refunds and protect against surprise fees, DOT is also pursuing rulemakings that would:

• Propose to ban family seating junk fees and guarantee that parents can sit with their children for no extra charge when they fly. Before President Biden and Secretary Buttigieg pressed airlines last year, no airline committed to guaranteeing fee-free family seating. Now, four airlines guarantee fee-free family seating, and the Department is working on its family seating junk fee ban proposal.  
• Propose to make passenger compensation and amenities mandatory so that travelers are taken care of when airlines cause flight delays or cancellations.   
• Expand the rights for passengers who use wheelchairs and ensure that they can travel safely and with dignity . The comment period on this proposed rule closes on May 13, 2024.

The final rule on refunds can be found at https://www.transportation.gov/airconsumer/latest-news and at regulations.gov , docket number DOT-OST-2022-0089. There are different implementation periods in this final rule ranging from six months for airlines to provide automatic refunds when owed to 12 months for airlines to provide transferable travel vouchers or credits when consumers are unable to travel for reasons related to a serious communicable disease. 

Information about airline passenger rights, as well as DOT’s rules, guidance and orders, can be found at   https://www.transportation.gov/airconsumer .

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British railways under Tories are symbol of national decline, says Labour

Party plans to nationalise network and ‘unlock the trapped potential’ of rail to drive economic growth across the country

Britain’s railways have become a “symbol of national decline” under the Conservatives, the shadow transport secretary has said, announcing Labour’s plans to nationalise the rail network within five years in government.

In a speech at Trainline headquarters on Thursday, Louise Haigh said “today’s broken model simply doesn’t work”, with train cancellations at a record high and fares having risen almost twice as fast as wages since 2010.

Jody Ford, the chief executive of the travel company, echoed Haigh’s words, saying rail had “significant power and potential” to drive economic growth into all parts of the country’s communities.

Haigh said: “Our railways are critical to making our country a better, wealthier and happier place. We can only achieve our five national missions if we unlock the trapped potential of our railways to boost growth, and opportunity and to connect all of us with each other, with work and with pleasure.”

Haigh said a Labour government would establish Great British Railways, which she described as a “single directing mind to control our railways in the passenger interest”. She joked she was not allowed to call the nationalised railway “Rail Britannia” and would not rule out an endorsement of her plan from the Conservative former transport secretary Grant Shapps.

Asked why Labour could not guarantee cheaper and more affordable train tickets under their plans, Haigh said it was Labour’s “ambition” to make fares cheaper but “simplification is our first priority” via the party’s best fare guarantee scheme.

Keir Starmer vowed to bring an end to the “Tory boom and bust” cycle for the rail industry, after visiting Hitachi’s rail manufacturing plant in Newton Aycliffe, County Durham, where 700 jobs are at risk, and a further 1,400 jobs at risk across its supply chain.

The rail minister, Huw Merriman, has been accused of dismissing the job losses as “natural peaks and troughs”. Starmer said: “The workforce here at Hitachi is staring down the barrel of job losses. This was not inevitable.”

“After 14 years of chaos and uncertainty, [this Tory government] has left our rail manufacturing sector teetering on the brink,” he added.

Haigh accepted that the plan would take time, as the final private operator contract with a core term was not due to expire until 2029. “We’d expect all contracts to be brought under Great British Railways by that time,” she told BBC Radio 4’s Today programme. “It will take time; there’s no overnight fixes to a very complex system. We’re not starry eyed about this.”

But a Labour government would immediately be able to create a “shadow Great British Railways [organisation] to fire the starting gun on reform” and ensure the party did not lose time or momentum. It would bring together key players including Network Rail and the Rail Delivery Group, before primary legislation was passed to formally establish GBR as an arm’s length body.

“The Conservative party has achieved the worst of all worlds for our railways, partially privatised, overly centralised, expensive, but unreliable, confusing and shamefully unaccountable,” Haigh said.

She quoted Shapps, who once said: “Unlike most privatisations, that of the railways has never become publicly accepted, because its failings have remained all too obvious … The fragmentation of the network has made it more confusing for passengers, and more difficult and expensive to perform the essentially collaborative task of running trains on time.”

Haigh also vowed to see the “workforce as an asset rather than a liability” but she refused to commit to a pay increase because she had “not seen the books” and “wouldn’t do that in an unfunded way”. But she vowed to meet the unions on day one in order to solve the strikes that she said were costing £25m a day.

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Second day of Stop/Go day works planned for State Highway 6 Wairau River Bridge

30 April 2024 12:11 pm | NZ Transport Agency Waka Kotahi

Marlborough residents and regular users of State Highway 6 between Blenheim and Nelson must remember to add extra travel time to their journeys when heading through Renwick this Sunday (5 May).

Stop/go traffic lights will be in place between 7 am and 6 pm when contractors will complete maintenance work on the Wairau River Bridge’s abutments and connections.

Drivers can expect delays of up to 15 minutes.

For the safety of contractors and road users, a temporary 30 km/h speed limit must be followed when travelling over the bridge. Cyclists must also follow the traffic management and be guided through the site.

This is the second day of work required for this project. It follows previous maintenance carried out on Sunday, 21 April.

It has been timed on Sunday when traffic volumes are lower. Every effort is being made to minimise disruption for road users.

However, drivers, particularly those with Picton ferry connections, should plan ahead and allow extra time for their travel.

It’s important to note that the State Highway 6 Wairau Bridge remains safe to use. This work is part of the NZTA/Waka Kotahi proactive bridge maintenance programme.

These works are weather-dependent, and timings may change. Updates on the highway’s status can be checked on the NZTA/Waka Kotahi website.

Highway conditions – Nelson/Marlborough (external link)  

NZ Transport Agency Waka Kotahi works to create transport solutions for all New Zealanders – from helping new drivers earn their licences, to leading safety campaigns to investing in public transport, state highways and local roads.

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