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Non-Rev, ID90, ZED, Interline, Standby: What's the Difference?

When starting your career at an airline, you will probably soon hear one of these terms: non-rev , ID90 , ZED , Interline travel , or staff travel . What is it, and what are the differences?

First of all: basically, they all mean the same: your staff travel benefit . Their origins and terms may differ a bit.

What is Staff Travel?

Airlines around the world participate in multilateral agreements. Airlines that are part of alliances like Star Alliance, SkyTeam, or OneWorld all have these agreements with each other. In the United States, this is often referred to as Interline travel. This is a voluntary agreement between airlines that enables their employees to travel on other airlines for discounted rates. Interline travel benefits are often available to employees, spouses, parents, dependent children, and retirees of the airlines. The catch is that you will only get a seat if there is one available on the plane. If the plane is fully booked, you’re out of luck, and you’ll have to catch another flight.

Depending on where you live, this benefit is often called non-rev, ID90, ZED, or staff travel.

As you can read in our blog post about non-rev travel ,  non-rev stands for  non-revenue . This terminology is mostly used in the United States and is often referred to as ID90. ID is short for Industry Discount; 90 refers to a 90% discount. You may also come across ID80, ID75, or ID50 tickets, which all have their specific terms. Read more about that here .

If you live in Europe, you might come across the term ZED or Zonal Employee Discount. This is a multilateral agreement created in 1994 by Aer Lingus, Air Canada, Austrian Airlines, British Airways, Lufthansa, Malév Hungarian Airlines, and SAS. These days, over 170 airlines are participating in this agreement. Employees of these airlines can fly with the participating airlines for reduced rates. Compared to ID90, these rates are often higher. In The Netherlands, where StaffTraveler is based, we refer to this benefit as IPB. This abbreviation of ‘Indien Plaats Beschikbaar; translates to the best summary of what it is all about if a seat is available. As mentioned before, this is the downside of staff traveling. To make staff travel easier for everybody, we founded the StaffTraveler app . This app enables you to get the  loads for the flights you wish to staff travel on so you can estimate your chances of getting on board.

StaffTraveler has quickly become the largest airline employee community in the world. Besides loads, you’ll find useful airline-specific information, insider city tips by other airline employees, and heavily discounted hotel rooms and rental cars around the world. Download the app for iOS or Android to make your next staff travel trip easy and stress-free, like it should be!

Read more about staff travel on our website . Happy staff travelling!

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Airline Staff Discounts

Book directly with the hotels, more than 15% discount on hotel bookings.

Book now and stay before 30 September, 2024 . Valid for Hotels worldwide.

Tip! Search from your mobile and get even more discount.

How it works - Airline Staff Rates is a 100% free service for Airline Staff

You don't need to become a member and there is no fee.

∼ Book directly with the hotel ∼ Interline rates - Non-rev travel - ID90 - Travel Industry Rates -

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✈️  Active Airline Staff are eligible for the discounted rates

✈️  Retirées might be eligible, always check with the hotel

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Find the best Car Rental Deals and save up to 70%

✓ No Hidden Costs ✓ 24/7 Support ✓ Free Cancellation

Amazing Interline Deals on Cruises

All the major Cruise Lines. Book a 2nd Cabin for friends & family with the same discount, valid for many of the Cruise Lines.

Hotel Chains that offer Airline Staff a discount

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Latest added Hotels with Airline Staff Discount

Divalux Resort & Spa, Bangkok

50% Airline Staff Discount off Best Available Rate

Amazing Alaska Cruises with Norwegian Cruise Lines

Interline Rates fr. USD 50 per person/day. You can also book a 2nd Cabin for Family & Friends with the same amazing Interline Rate when you are travelling together.

Zafiro Hotels, Mallorca | Menorca

Up to 20% Airline Staff Discount

Mantra Hotels, Australia

15% Airline Staff Discount

Best Western Hotels & Resorts, Central Eastern Europe

25% Airline Staff Discount off Best Available Rate

Good Hotel London

20% Airline Staff Discount. Sleep Good. Do Good. Good Hotel is a social business, which means we donate 100% of our profits to help people in our communities and others around the world.

Airline News & Stories

Hawaiian Airlines surprised passengers at Honolulu and Kona airports with 1,500 fresh flower lei 

Hawaiʻi’s hometown airline is extending its traditional May Day festivities to all 31 days of the month to honor the legacies of May Day as celebrated in Hawaii and Hawaiian Airlines – both of which date back 95 years to 1929.

Emirates makes a statement on World Pilots’ Day

Airline expands roles, salaries, benefits and eligibility criteria

Cyprus Airways is growing and looking to find dynamic and motivated candidates to join their Cabin Crew Team

Whether you’re experienced or new to the skies, we’re looking for passionate individuals

The story behind a uniform

The 50 pieces that formed the Wamos Air uniform by Juanjo Oliva, are a perfect balance between elegance and functionality.

Jestar Australia has set up a dedicated page on their careers website for Bonza Employees

If Bonza employees would like to discuss opportunities within Jetstar and Qantas, particularly in specialised fields which are unique to aviation, we’ve set up a dedicated page on our careers website.

Bonza cancels flights across Australia

Bonza’s eight planes – a fleet of Boeing 737-Max – were repossessed by creditors on Tuesday according to local media

SAS Scandinavian Airlines will join Sky Team Alliance

From 1 September 2024, SAS will officially become a part of SkyTeam, enriching the alliance with the best access to Scandinavian key hubs.

Japan Airlines is turning kitchen waste into jet fuel

Japan Airlines launched a pilot program in Yokohama City to collect used cooking oil and turn it into Sustainable Aviation Fuel (SAF) for their flights

Cabin Crew Open Day in Lisbon 14 May with Hi Fly

Do you dream of an office at 40,000ft? Do you dream to fly in a company that operates single-use plastic free flights and is sustainably responsible?

The future airport in Dubai – Al Maktoum International Airport

At five times the size of Dubai International, Al Maktoum International Airport will be able to accommodate 260 million passengers per year, with five parallel runways and 400 aircraft gates.

Southwest Airlines Flight Attendants Ratify New Contract

The new agreement includes a 22.3 % raise starting from May 1st and $364 million in retroactive wages that will be paid out based on how much flight attendants flew during years of negotiations. The agreement will also give them Industry-first paid maternal and parental leave, with healthcare coverage. l leave, with healthcare coverage.

KLM will allow Cabin Crew to wear sneakers

This means more comfort during work and a contribution to employee well-being. They can choose their own sneakers (which must meet certain requirements) or they can buy the specially developed KLM sneaker, designed by Filling Pieces.

Would you like to be part of the Ryanair Groups amazing Cabin Crew family of 16k+ crew?

Buzz, as part of the Ryanair group are looking for enthusiastic individuals to join their cabin crew team in one of their Eastern European bases

Emirates arranges Autism Familiarisation Flight and Travel Rehearsal for 30 families

The initiative was designed to help the children practice and alleviate anxieties before travelling, as well as providing a unique opportunity for Emirates to collaborate with key partners, and garner insights for improving accessible travel.

Southwest Airlines Launches ‘The Big Flex’:

A Bold New Brand Campaign Showcasing the Carrier’s Fun-Loving Personality and Flexible Policies on Every Fare, Everywhere

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How United Airlines’ CIO regained customer and employee trust in its tech

When Jason Birnbaum joined United Airlines in 2015 as vice president of operations and employee technology, expectations for the tech team were shockingly low. 

“Our employees and our customers didn’t trust our tools,” says Birnbaum, who ascended to the role of senior vice president of digital technology in 2019 and more recently became chief information officer in July 2022. “When I got here, one of the big first issues we really attacked was trust.”

The legacy of the airline’s three-year stint in bankruptcy, which ended in 2006, meant that much-needed tech investments had been shuffled to the backseat, while mergers like the 2010 acquisition of Continental Airlines had added complexity by creating a hodgepodge of technology systems. Much of the IT team’s time was spent just making sure that the technology actually worked reliably, Birnbaum says.

One of his first moves was to give United’s workforce smartphones and iPads, helping them get out from behind a computer screen and more directly in front of customers. In more recent years, Birnbaum has been able to tackle more complex problems.

One important example is “turn”—industry lingo for getting a recently arrived plane ready for takeoff. As many as 30 different groups spread across functions including pilots, flight attendants, gate agents, and technicians are responsible for “turn,” but those employees weren’t seamlessly able to talk to each other. A flight attendant in the back of the plane watching overhead bins fill up would need to call the front flight attendant, who would have to tell the pilot, and then the gate agent to check bags. 

​​”You can imagine that by the time that happens, it’s a little bit chaotic,” Birnbaum says. A new tool called Easy Chat was created to allow everyone to chat through the same application.

Many of United’s tech investments have been focused on sharing steady updates about flight timing, gate announcements, details about checked baggage, and other key information to help employees and passengers get to their final destination. Birnbaum aspires to ensure the alerts shared via the United app are in simple terms with as little jargon as possible. “Airlines are a team sport,” says Birnbaum. “Everyone has to get to the flight.”

United recently launched a customer service AI chatbot that can write conversational answers to questions like, “What’s United’s policy for unaccompanied minors?” Another tool, called “Connection Saver,” informs pilots, passengers, and gate agents about delays for connected flights and uses algorithms to recommend if a flight should be held. Alerts are sent to other passengers to let them know the flight may leave a few minutes late but should make up for the lost time in the air. When connecting flights are missed, United automatically rebooks travelers, but they can also opt to explore other flight options in the app.

AI is also being used to help United’s “storytellers” write push alerts that are sent to customers’ phones when a flight has an issue. AI helps draft the text messages, enabling the storytellers to cover a lot more flights, Birnbaum says. Still, he notes the importance of having a “human in the loop” to validate the accuracy and quality of the communications.

After the pandemic lockdowns brought the air travel industry to a near standstill, the forecast is looking brighter for carriers like United. This year, 4.7 billion people are projected to travel by plane, soaring past the pre-pandemic level of 4.5 billion in 2019. United has booked steady revenue growth and two annual profits as passenger travel rebounds. 

United is currently experimenting with generative AI through Amazon’s Bedrock, harnessing the tech giant’s catalog of large language models rather than building its own models. Amazon Web Services is also United’s primary cloud provider—and while most of the airline’s consumer-facing technology is in the cloud, some older engineering systems are still being unwound and moved to the cloud. 

“We have every single flavor of technology that’s really ever been invented,” says Birnbaum, in reference to the complex job of updating decades-old systems. “We are taking our time.”

Send thoughts or suggestions to CIO Intelligence here .

NEWS PACKETS

IBM’s $6.4B deal for HashiCorp comes with challenges. IBM is buying software maker HashiCorp in a deal that will complement Red Hat, which has boosted IBM’s revenue growth since the $34 billion acquisition in 2019. But HashiCorp—which pioneered open-source software that developers utilize to control cloud infrastructure—has reported decelerating growth rates throughout fiscal 2024 and William Blair analyst Jason Ader says he believes the deal with IBM is an indication that HashiCorp’s management and board were “fatigued and may believe that a fix will be harder or take longer than originally expected,” writes TechCrunch .

AI has raised billions but faces a reality check. While investors have put $330 billion into about 26,000 AI and machine-learning startups over the past three years, many of these companies are facing challenges related to the gap between spending and sales. Anthropic, which raised more than $7 billion, is spending about $2 billion a year but recording only $150 million to $200 million in revenue, the New York Times reports . Inflection AI folded its original business while Stability AI laid off employees. “It doesn’t matter how cool it is what you do—does it have business viability?,” asks Databricks CEO Ali Ali Ghodsi.

Rubrik had a solid IPO. Now comes the hard part. Last week, cybersecurity startup Rubrik enjoyed a fairly solid pop on the first day of trading, with shares rising nearly 16% to close at $37 on the first day of trading. “Profitability is paramount,” says Bipul Sinha, cofounder and CEO, in an interview with Yahoo Finance . Though Rubrik reported a $354 million net loss in the latest fiscal year and the company’s revenue growth took a hit when it shifted to a purely cloud-based platform called Rubrik Security Cloud, it hopes subscription revenue gains will point to accelerated growth over time, the Wall Street Journal reports .

ADOPTION CURVE

A new research study by Rubrik found that as organizations become more dependent on the cloud, new security blindspots are emerging. Among the organizations that were stung by a cyberattack last year, Rubrik also found that many were attacked across multiple areas of their hybrid environment, with 67% of attacks impacting SaaS data, while 66% occurred in the cloud and 51% for on-premises locations.

The research was based on a survey conducted by Wakefield Research of more than 1,600 IT and security leaders—half of whom are CIOs and CISOs.

- Motion Recruitment, a Lewisville, Texas, employment agency is seeking a chief technology officer . Posted salary range: $250K to $350K/year.

- Workday, a McLean, Va., cloud enterprise company for finance and human resources, is seeking a CTO of SLED/Federal . Posted salary range: $276.6K to $480K/year.

- Corebridge Financial, a New York, N.Y., financial services firm, is seeking a CIO of retirement services . Posted salary range: $210K to $245K/year.

- Akero Therapeutics has appointed Scott Gangloff as CTO. Most recently, Gangloff served as VP of global biopharmaceutical development at Incyte Corporation.

- Follett Higher Education Group appointed Mani Suri as the company’s new CIO. He will assume the role on April 22 and serve as the senior leader for the coordination of IT functions that support the campus retailer’s stores.

- Traydstream named Stephan Hufnagl as its new CTO. In his most recent role at Microsoft, he was responsible for data, analytics, and AI teams, driving projects that utilized the tech giant’s cloud services.

- Percona has announced the appointment of Liz Warner as its new CTO, where she will develop and implement the company’s open-source database software solutions and services.

- The newly formed T&Pm has named the former head of agency tech at Publicis Groupe, Ekin Caglar, as CTO. It’s the first hire since two AI-focused marketing agencies—The&Partnership and mSix&Partners—merged in March.

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'Unruly and physically combative' passenger to pay $20K to United Airlines

An Englishman owes United Airlines $20,638 in restitution fees for threatening to “mess up the plane” and “arguing loudly” with his girlfriend, which caused the plane to be diverted , according to an affidavit filed in the U.S. District Court of Maine. 

United Airlines flight 883 departed from London at around 8 a.m. on March 1 and was heading to Newark, New Jersey, when a flight attendant informed the captain of an “unruly and physically combative” passenger identified as Alexander Michael Dominic MacDonald, 30.

The incident began when MacDonald started “arguing loudly” with his girlfriend. The lead flight attendant “kindly asked him to lower his voice as to not disturb the other passengers.” At first, MacDonald complied, but a few minutes later, the crew heard “loud yelling” from the back galley. 

The flight crew “tried to calm down” MacDonald, who became “verbally and physically aggressive and threatened to “mess up the plane.” MacDonald reportedly also put his hands on the lead flight attendant’s shoulders and backed the crew member into the corner, the affidavit said. 

Sitting next to an unruly passenger? Here's what to do

Learn more: Best travel insurance

The crew and two fellow passengers restrained MacDonald in flex cuffs, and the lead flight attendant determined the flight “needed to be landed for the safety of the crew.” 

United Airlines told USA TODAY that MacDonald and his girlfriend "appeared to be intoxicated."

The flight landed safely at Bangor International Airport in Maine at around 10 a.m. on March 1 where MacDonald was arrested.  The flight continued to Newark.

The FBI, U.S. Customs and Border Protection, and the Bangor Police Department investigated the case, according to a press release by the U.S. Attorney’s Office in the District of Maine.

The release said MacDonald had been held in custody since his arrest and pleaded guilty on March 22. On Thursday, the U.S. District Court of Maine remanded MacDonald to the custody of the U.S. Marshal to be deported back to England and ordered him to pay $20,638 in restitution fees to United Airlines. 

MacDonald and his girlfriend are also banned from future United flights, the carrier said.

So far this year, there have been 649 reported incidents of unruly passengers, according to the Federal Aviation Administration. In March alone, there were 171 reported cases. 

Kathleen Wong is a travel reporter for USA TODAY based in Hawaii. You can reach her at [email protected] .

Simple Flying

Everything you need to know about economy plus seating on united airlines.

The exclusive cabin is available throughout United's fleet.

• United Airlines offers Economy Plus with extra legroom and comfortable seating options, offering a decent product between business and economy.
• Passengers can upgrade to Economy Plus at any time, from booking to check-in.
• Flying in Economy Plus provides more legroom, priority boarding, and preferred seating options for a relaxed journey.

When it comes to long-haul travel, passengers aim to find the right balance between ticket cost and comfort. While most passengers may opt for the Economy cabin, many people aim to spend a little more on a comfortable journey. One of the world's largest airlines, United, is well aware of that need and offers a premium travel option for passengers.

United Airlines fills the extensive gap between its Polaris business class and economy class by offering United Economy Plus. This article explores the ins and outs of the Economy Plus seating on one of three big US airlines.

What is it?

• Extra legroom and a seat in front of the Economy sections with Economy Plus
• Economy Plus is available on all United flights and most United Express flights.
• Passengers can upgrade to an Economy Plus seat at any time from booking to check-in.

Economy Plus on United Airlines is a class that gives passengers a more comfortable and luxurious experience than a traditional economy class without the exorbitant price of business class seats. Economy Plus is an excellent option for travelers looking for a higher level of comfort but do not want all of the features of a full business-class seat.

The economy plus cabin debuted on United in 1999 and is now offered on all mainline aircraft and almost all United Express regional jets. These seats feature extra legroom and an increased pitch compared to standard economy class seats. This gives travelers more room to stretch their legs and relax during a flight, thus creating a more comfortable journey.

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United Airlines' Economy Plus Seats: 5 Fast Facts

Benefits of the cabin.

• MileagePlus® Premier® members can book available Economy Plus seats for free. Non-members can join the MileagePlus at no cost and earn points for flight benefits.

Premier Silver

Free access to Economy Plus at check-in for the passenger and one companion.

Premier Gold

Free access to Economy Plus at booking for the passenger and one companion.

Premier Platinum and Premier 1K

Free access to Economy Plus at booking for the passenger and up to eight companions.

Analysis: United Airlines’ Longest Routes In 2024

One advantage of flying in economy plus is the additional legroom. Seats in United's standard economy class have 31 inches of legroom and a width of 17.3 inches. Meanwhile, United's Economy Plus seats also feature 17.3 inches of width but have 37 inches of legroom, meaning six extra inches.

These seats are located in the front of the United Airlines economy cabin and offer greater recline than seats in standard economy class. Furthermore, the cabin is specifically designed with passenger comfort in mind, creating a quieter and more peaceful environment during the flight.

Another draw of Economy Plus is priority boarding, which is included with a ticket in the cabin. Passengers traveling in economy plus will board in one of the first groups , allowing them to find space to store their carry-on luggage in the overhead bins and get settled in their seats before most passengers.On top of that, passengers will have the ability to choose preferred seating options. This means when booking their ticket, they can choose a seat that meets their preferences, such as window or aisle seats, seats with extra recline, or seats located closer to the front of the cabin for faster deplaning.

As with most carriers, when flying economy plus, passengers will earn more frequent flyer miles on United Airlines' MileagePlus program as it is placed in a higher fare bucket compared to basic or standard economy. These miles can be redeemed for future upgrades to higher cabin classes or for future flights. This is coupled with economy-plus passengers' increased flexibility when making flight changes.

Top 5: These Are United Airlines' Longest Domestic Narrowbody Routes

Economy Plus tickets include more passenger-friendly change and refund policies, giving travelers peace of mind when making last-minute changes. Passengers can earn Premier Qualifying Points (PQP) on Economy Plus seats and subscriptions. According to United Airlines ,

"You can earn 1 point for each U.S. dollar spent (excluding taxes and fees), or 1 point for every 100 MileagePlus miles redeemed after you complete your trip. PQP are credited to the account of the member who travels, not the person who bought the seat."

Why fly Economy Plus?

Whether United Economy Plus is the right choice depends solely on your priorities and preferences. It is probably the right choice if you are looking for more space, priority boarding, increased flexibility, and a generally more relaxed environment.

Is Economy Plus Seating On United Airlines Worth It?

With that said, if you are seeking a true first-class experience, you should consider United's First Class service on domestic flights or the North American carrier's flagship product, Polaris Business Class , on long-haul international flights. Economy Plus is a compelling solution for passengers who want an upgraded travel experience without paying for first or business class.

What are your thoughts on the United Economy Plus offering? Have you traveled with United in its Economy Plus cabin? Share your experience in the comments section.

United Airlines

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United Is Extending Its Bermuda Schedule for the Summer

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The carrier’s seasonal service between Newark Liberty International Airport and Bermuda is being extended this summer. 

United had initially planned to sunset the service in early September; instead, the airline will be extending flights through Oct. 26, 2024. 

That’s another boost for the island’s all-important summer season, and a good sign of increased demand for the destination. 

This month, JetBlue relaunched its daily flight out of New York’s JFK Airport. 

“Early booking data is showing a further increase in travel to the island this year, and we look forward to reaching new markets, as well as continuing to welcome back our Bermuda loyalists,” said Jamari Douglas, VP of Marketing for the Bermuda Tourism Authority. 

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Inside the fight to kill new flights at lawmakers’ favorite airport

N ew correspondence between an unconventional group of allies is shedding light on the high-stakes fight to prevent more flights at lawmakers' favorite airport.

Over the course of the last year, United Airlines lobbyists worked with Washington, D.C.'s local airport authority as well as staff to Virginia lawmakers to coordinate strategy and messaging in a bid to keep Congress from approving additional flights at Reagan National Airport , one of the busiest travel hubs in the country.

Emails obtained via public records request from a rival group looking to expand the number of slots at the airport, known as DCA, give a rare, behind-the-scenes look at the lobbying effort as lawmakers consider a major aviation bill this week. The legislation includes a provision that allows DCA to have five more round-trip flights beyond the airport’s perimeter rule, which currently limits the number that travel more than 1,250 miles from Washington. Both Reagan and Dulles International Airport are owned by the federal government, which means Congress can decide how they operate. 

According to the emails, United Airlines’s lobbying team sought help in crafting talking points and drafting messages as it attempted to persuade stakeholders against allowing more slots. It corresponded with staffers for Sens. Mark Warner (D-VA) and Tim Kaine (D-VA) and officials from the Metropolitan Washington Airports Authority , which manages operations at DCA and Dulles . 

The group continues to make the point that the airport is too small to accommodate additional air service and that more flights would put passenger safety at risk. Nick Barbash, an aide to Kaine, wrote that making the point about security issues would resonate with fellow members of the Commerce Committee in an email on May 19.

When reached for comment, Kaine's office highlighted a near-collision between a Southwest Airlines flight and a JetBlue flight at DCA in mid-April, arguing more traffic at the airport is a major safety risk.

“Sen. Kaine’s top priority is passenger safety and avoiding deadly disasters like the one that almost occurred earlier this month when two aircraft came within 300 feet of crashing,” a spokeswoman said.

On the other side of the battle is the Capital Access Alliance , a coalition of business groups and Delta Air Lines, which had initially proposed that lawmakers alter the perimeter requirements at DCA by arguing the regulations are outdated and hurt the economy.

About a year ago, the coalition released a study by Boston Consulting Group that found the addition of long-haul flights could benefit all airlines equally. It also estimated that expanding the number of flights at Reagan could reduce ticket prices for passengers and contribute millions in economic growth, benefitting state coffers at the federal and state levels.

In an example of the United coordination, lobbyist Theresa Fariello asked staff with MWAA in an email from May of last year when the group would have a rebuttal to the Boston Consulting Group study.

“I think it’s super important to start rebutting that study,” Fariello wrote.

Toward the end of May, Warner’s staff emailed MWAA and a top United executive, letting them know about a new FAA memo coming that ultimately would find “20 more daily roundtrip operations would increase delays by 25.9% and an increase of 25 daily roundtrip operations would increase delays by 33.2% at DCA.”

In a different email, Warner’s legislative counsel mentioned that their office provided the FAA memo “in Punchbowl this morning” but said they would not be posting the memo on the senator’s website because “we wanted to keep our fingerprints off the release of the doc.”

Warner’s office maintains it has nothing to hide and that the emails revealed “no secrets.”

“Senator Warner’s top priority has been and remains safety and reliability at DCA, which is why he has been so consistent – in public and in private – in making the case to his colleagues and the flying public that adding even more flights to an overburdened runway should be a dangerous non-starter,” a spokeswoman for the senator said in an email.

Rob Yingling, a spokesman for the MWAA, did not comment on the emails but in a statement made the case against adding additional long-haul flights. 

“Reagan National Airport operates at or near capacity for much of the day. Legislating more flights into its already congested schedule would exacerbate delays, crowding and stress on airport infrastructure,” he said.

The messaging strategy comes as groups affiliated with United contributed $44,337 to Kaine’s reelection campaign this cycle. The Virginia senator has received more campaign contributions from United than any other lawmaker, with the exception of Commerce Chairwoman Maria Cantwell (D-WA), who received $641 more. The United Airlines PAC gave Kaine $8,000 days after he sent out a letter urging colleagues to reject changes to the slot and perimeter rules. Warner is not up for reelection this cycle but over the course of his career in the Senate has received $57,340 in campaign contributions from groups affiliated with United. 

Affiliates of Delta Airlines also have been contributing to candidates that support their side, such as Sen. Ted Cruz (R-TX), the ranking member of the Commerce Committee. Cruz, who has been outspoken about the need to expand the perimeter, received $34,179 this cycle from groups linked to Delta. Cantwell received the most in campaign contributions from Delta this cycle at $44,515.

Leslie Scott, a United spokeswoman, said the company is “proud to work closely with anyone who shares the commonsense understanding that shoehorning additional flights into America’s busiest runway has the potential to put safety at risk.”

“We don’t see anything wrong with engaging with our network of stakeholders who are aligned in supporting safety above the ill-conceived demands of those wishing to put their own financial gains first,” she added.

Commerce Committee staff working with Cruz slammed the strategic coordination between MWAA and United Airlines and have continued to make the case that airlines that have been opposed to the expansion are doing so to protect their own business interests. United Airlines has a major hub at Dulles, and American Airlines has a hub at Reagan National.

“As Sen. Cruz has said previously, ‘MWAA is not United Airlines’ corporate lobbyist, nor should it be.’ Sen. Cruz’s committee probe from last year foreshadowed that MWAA and United Airlines were working together in attempts to extort millions of dollars in fees from airlines that might obtain new flights at Ronald Reagan Washington National Airport (DCA) and effectively transfer such proceeds to United,” a spokesman for the committee said in a statement provided to the Washington Examiner.

CLICK HERE TO READ MORE FROM THE WASHINGTON EXAMINER  

“It is not the least bit surprising that MWAA and United are teaming up once again to stoke fears citing bogus, unsubstantiated safety concerns, which even the former FAA administrator himself said were ‘not accurate,’” the spokesman added. 

The new lobbying details add a new wrinkle to one of Congress’s final must-pass agenda items ahead of the election. The Maryland and Virginia congressional delegations are working to add an amendment to strip the five flights from the larger bill. Under the current timeline, all 100 senators must come to an agreement to fast-track the legislation in order to finish the FAA reauthorization before the May 10 deadline.

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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 .

These are the 10 best — and worst — US airlines of 2024, according to WalletHub

Corrections & Clarifications: A previous version of this article mischaracterized the flight cancellation rates for American and Southwest airlines. 

Choosing flights can be a challenge, especially when balancing affordable fares with the need for in-flight comfort, safety and peace of mind.

Personal finance company WalletHub recently issued a ranking that can serve as a guide for consumers. Its 2024 list of the best U.S. airlines compares nine large airlines and one regional carrier across 13 factors affecting affordability, reliability, comfort and safety.

Four airlines earned a score of 60 or higher: Alaska Airlines, SkyWest Airlines, Spirit Airlines and Delta Air Lines. Alaska was named the best overall airline, as well as the second safest.

Here are highlights of WalletHub's best airlines of 2024 ranking.

Alaska Airlines is WalletHub's top airline of 2024

WalletHub awarded the highest overall score to Alaska Airlines, which earned a score of 68.07 out of a possible 100.

Its data showed Alaska had the second-best safety score, third-best comfort and reliability, and fourth-best affordability.

WalletHub's data predated the Jan. 5, 2024, incident where a door plug blew out on one of Alaska's Boeing 737 MAX 9 jets. Alaska's position at the top of the list despite that mishap speaks to Alaska's resilience and high quality, WalletHub analyst Cassandra Happe said.

"Even though incidents like the door plug blowout can raise concerns, Alaska Airlines has demonstrated resilience and continues to prioritize safety and quality service, reinforcing its reputation as a top-performing carrier," Happe said.

Spirit is the most affordable airline; Delta, JetBlue are most comfortable

Spirit earned the best marks for affordability and safety.

Delta and JetBlue Airways were considered the best for comfort, with Delta also leading for reliability because of its low rates of cancellations, delays, mishandled luggage and denied boardings.

American and Southwest rank low on WalletHub's best airlines list

American Airlines and Southwest Airlines, which collectively operate about 70% of the flights at Phoenix Sky Harbor International Airport, were among the airlines with the lowest scores in WalletHub's analysis.

American ranked No. 8 with a score of 46.52. Southwest was last on the list, No. 10 with a score of 36.03, one spot below ultra-low-cost carrier Frontier Airlines.

Reliability issues such as canceled and delayed flights, mishandled baggage and denied boardings explain their low ranks, Happe said.

American, Southwest had the lowest percentage of canceled flights

WalletHub found American and Southwest had the lowest percentage of canceled flights relative to the number of regularly scheduled flights, citing 2023 flight data from the U.S. Department of Transportation. American's cancellation rate was 0.11%, while Southwest followed with 0.23%.

"Overall, both airlines performed well in minimizing flight cancellations, but ranked relatively lower in other categories leading to its overall ranking," WalletHub spokeswoman Diana Polk said.

During this period, Southwest suffered widespread disruptions during the 2022 Christmas and New Year's holidays, when glitches with its crew scheduling software combined with winter storms affecting their Chicago and Denver hubs resulted in 16,700 flight cancellations.

Southwest and other airlines have since improved their infrastructure and how they respond to weather disruptions to reduce delays and cancellations. Their work bore positive results, as there were no major issues during Thanksgiving and Christmas 2023.

WalletHub's best airlines of 2024

• Alaska Airlines (68.07 out of 100)
• SkyWest Airlines (65.96)
• Spirit Airlines (65.69)
• Delta Air Lines (61.56)
• United Airlines (51.96)
• JetBlue Airways (51.6)
• Hawaiian Airlines (48.3)
• American Airlines (46.52)
• Frontier Airlines (43.57)
• Southwest Airlines (36.03)

New flights at Phoenix Sky Harbor Airport for 2024

Also of interest if you're planning to fly from Phoenix this year, airlines continue to add new routes , like Frontier Airlines' new cheap flights to Missoula, Montana , and Los Cabos, Mexico , and Breeze Airways' seasonal flights to Norfolk, Virginia .

Michael Salerno is an award-winning journalist who’s covered travel and tourism since 2014. His work as The Arizona Republic’s consumer travel reporter aims to help readers navigate the stresses of traveling and get the best value for their money on their vacations. He can be reached at  [email protected] . Follow him on X, formerly Twitter:  @salerno_phx .

Support local journalism.   Subscribe to  azcentral.com  today.

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How united airlines’ cio regained customer and employee trust in its tech.

When Jason Birnbaum joined United Airlines in 2015 as vice president of operations and employee technology, expectations for the tech team were shockingly low.

“Our employees and our customers didn’t trust our tools,” says Birnbaum, who ascended to the role of senior vice president of digital technology in 2019 and more recently became chief information officer in July 2022. “When I got here, one of the big first issues we really attacked was trust.”

The legacy of the airline's three-year stint in bankruptcy, which ended in 2006, meant that much-needed tech investments had been shuffled to the backseat, while mergers like the 2010 acquisition of Continental Airlines had added complexity by creating a hodgepodge of technology systems. Much of the IT team's time was spent just making sure that the technology actually worked reliably, Birnbaum says.

One of his first moves was to give United’s workforce smartphones and iPads, helping them get out from behind a computer screen and more directly in front of customers. In more recent years, Birnbaum has been able to tackle more complex problems.

One important example is "turn"—industry lingo for getting a recently arrived plane ready for takeoff. As many as 30 different groups spread across functions including pilots, flight attendants, gate agents, and technicians are responsible for “turn,” but those employees weren’t seamlessly able to talk to each other. A flight attendant in the back of the plane watching overhead bins fill up would need to call the front flight attendant, who would have to tell the pilot, and then the gate agent to check bags.

​​”You can imagine that by the time that happens, it's a little bit chaotic,” Birnbaum says. A new tool called EZ Chat was created to allow everyone to chat through the same application.

Many of United’s tech investments have been focused on sharing steady updates about flight timing, gate announcements, details about checked baggage, and other key information to help employees and passengers get to their final destination. Birnbaum aspires to ensure the alerts shared via the United app are in simple terms with as little jargon as possible. “Airlines are a team sport," says Birnbaum. “Everyone has to get to the flight."

United recently launched a customer service AI chatbot that can write conversational answers to questions like, “What’s United’s policy for unaccompanied minors?” Another tool, called “Connection Saver,” informs pilots, passengers, and gate agents about delays for connected flights and uses algorithms to recommend if a flight should be held. Alerts are sent to other passengers to let them know the flight may leave a few minutes late but should make up for the lost time in the air. When connecting flights are missed, United automatically rebooks travelers, but they can also opt to explore other flight options in the app.

AI is also being used to help United’s “storytellers” write push alerts that are sent to customers' phones when a flight has an issue. AI helps draft the text messages, enabling the storytellers to cover a lot more flights, Birnbaum says. Still, he notes the importance of having a "human in the loop" to validate the accuracy and quality of the communications.

After the pandemic lockdowns brought the air travel industry to a near standstill, the forecast is looking brighter for carriers like United. This year, 4.7 billion people are projected to travel by plane, soaring past the pre-pandemic level of 4.5 billion in 2019. United has booked steady revenue growth and two annual profits as passenger travel rebounds.

United is currently experimenting with generative AI through Amazon's Bedrock, harnessing the tech giant’s catalog of large language models rather than building its own models. Amazon Web Services is also United’s primary cloud provider—and while most of the airline's consumer-facing technology is in the cloud, some older engineering systems are still being unwound and moved to the cloud.

"We have every single flavor of technology that’s really ever been invented,” says Birnbaum, in reference to the complex job of updating decades-old systems. “We are taking our time.”

Send thoughts or suggestions to CIO Intelligence here .

This story was originally featured on Fortune.com

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