DOT Investigates Airline Loyalty Programs for Deceptive Practices

Investigation follows concerns raised by lawmakers over airlines' calculation of points and rewards.

The Department of Transportation (DOT) is investigating potential deceptive practices in airline loyalty programs after concerns were raised by federal lawmakers.
The investigation will focus on how airlines calculate points and rewards, with allegations of airlines changing points systems and devaluing points to make it harder for customers to achieve rewards.
The DOT is actively meeting with U.S. airlines and gathering more information on the issue.
Senators Dick Durbin and Roger Marshall have asked the DOT and the Consumer Financial Protection Bureau to protect consumers from 'deceitful marketing tactics' in frequent flyer programs.
In October, Southwest Airlines lowered the requirement for the top levels of its frequent-flyer program to attract travelers dissatisfied with other airlines.