The Department of Transportation's mission is to ensure fast, safe, efficient, accessible and convenient transportation that meets vital national interests and enhances the quality of life of the American people, today and into the future.
For calendar year 2007 the total number of consumer complaints, information requests, opinions and compliments received totaled 16,072.
Uses and Use Restrictions
The Aviation Consumer Protection Division provides assistance and information to consumers, including air travelers with disabilities, trying to resolve complaints against airlines, travel agents, and air tour operators.
The Division also investigates alleged violations of airline passengers' civil rights and provides information about specific air travel service problems such as lost baggage, oversold flights, scheduling problems and overcharges, and may refer people to local Small Claims courts if informal mediation efforts fail.
All users of air transportation.
All users of air transportation.
Aplication and Award Process
This program is excluded from coverage under E.O.
The Division requests that complainants first contact the airline in an attempt to resolve the complaint. If that is unsuccessful, they can call or email the Division or send a letter stating pertinent facts about the incident that caused the complaint as well as copies (never originals) of tickets or baggage tags, if these documents help to explain the nature of the problem. Please include with your letter of complaint a daytime telephone number.
None, but complaint should be filed as soon as possible after the problem occurs.
Federal Aviation Act of 1958, as amended, Section 1002(a), 49 U.S.C. 1301; Sections 204, 302.200, and 384.7, Public Laws 85-726, 95-504 and 98-443.
Range of Approval/Disapproval Time
Formula and Matching Requirements
Length and Time Phasing of Assistance
Post Assistance Requirements
(Salaries and expenses) FY 07 $1,644,823; FY 08 est $2,046,430; and FY 09 est not reported.
Range and Average of Financial Assistance
Regulations, Guidelines, and Literature
Copies of the pamphlet "Fly-Rights, A Guide to Air Travel in the U.S." are available from the Consumer Information Center-6A, P.O. Box 100, Pueblo, CO 81002. Enclose check or money order payable to Superintendent of Documents in the amount of $1.75 per copy with a 25 percent discount on orders of 100 copies or more. Copies of the "Air Travel Consumer Report" issued monthly and "Plane Talk", a series of air travel fact sheets, are available free of charge by writing to the headquarters office listed. These publications can also be found on the Department of Transportation's world wide web site at: http://airconsumer.ost.dot.gov.
Regional or Local Office
Alaska Aviation Statistics Field Office, Department of Transportation, 801 B Street Room 506, Anchorage, AK 99501-23657. Telephone: (907) 271-5147.
Aviation Consumer Protection Division, C-75 (Norman Strickman), Room W96-432, Department of Transportation, 1200 New Jersey Ave., S.E., Washington, DC 20590. Telephone: (202) 366-5957. Consumer Complaints (Airline Service), (202) 366-2220; TTY (202) 366-0511. Toll Free Hotline for Airline Disability-Related Problems: (1-800) 778-4838 (voice); (1-800) 455-9880 (TTY)
Criteria for Selecting Proposals