After the analyst reviews your case, it will be given to an attorney for review. Once the airline’s response is received, a DOT analyst will review your complaint and the airline’s response to determine if a violation occurred.A Transportation Industry Analyst will forward your complaint to the airline and the airline is required to respond to you and DOT.Click here for more information.įor Disability and Discrimination Complaints You may be able to seek recourse through small claims court. However, for a case to be processed as a complaint, it must be submitted to DOT in writing. You may contact DOT by phone at 20 for information related to a consumer related problem.When mailing a letter, please include your full address and phone number as well as complete and accurate information about your trip and the problem you had or are having.You may send DOT correspondence by mail at the address below.Use this online form to send a complaint or comment to DOT about an air travel consumer or civil rights (including disability) related issue or experience.Often, you may also email or write to the airline or ticket agent’s consumer office at its headquarters. There may be a form on the airline’s website for this purpose. DOT requires airlines that fly to, from, or within the United States to state on their websites how and where complaints can be submitted.DOT also asks that ticket agents respond to consumer who file complaints with them.DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send consumers written responses addressing these complaints within 60 days of receiving them (30 days for disability-related complaints).Eastern time, Monday through Friday, except federal holidays.Īir travelers who believe their rights have been violated or are unable to resolve an issue to their satisfaction may file complaints with the airline, ticket agent and/or DOT.įiling a complaint with an airline or a ticket agent. The hotline will provide general information about the rights of air travelers with disabilities, respond to requests for printed consumer information, and assist air travelers with disabilities with time-sensitive disability-related issues. A CRO is the airline’s expert in disability related issues in air travel and has the authority to resolve complaints on behalf of the airline.Īir travelers who experience disability-related problems may also call DOT’s toll-free hotline for air travelers with disabilities 1-80* to obtain assistance. If you encounter a disability-related issue about an airline accommodation or service, ask to speak to the airline’s Complaint Resolution Official (CRO). You may also contact DOT's Office of Aviation Consumer Protection. Non-safety or security air service related issues: For the fastest resolution of many air service related issues, contact an Airline or Ticket Agents’ Customer Service Representative. For additional information, visit the TSA website. For additional convenience, DOT maintains a “Fly Rights” guide, as an easy to use reference for air travelers.Īirline Safety: For information on reporting an airline safety issue visit the Federal Aviation Administration’s Hotline webpage here.Īviation Security: For concerns about aviation security call the Transportation Security Administration (TSA) toll-free at 1-86 or email TSA. Federal laws also prohibit airlines from discriminating against an air traveler on the basis of his or her disability, race, color, national origin, religion, sex, or ancestry.ĭOT’s aviation consumer protection website provides information on key topics of interest to air travelers organized by topic. Obtaining Assistance to Resolve Air Travel Complaintsįederal laws protect airline passengers by specifying airlines’ obligations, including when a flight is oversold, luggage is mishandled, a flight is delayed on the tarmac, and refunds are requested.
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