Program Descriptions
Program Number
20.900
Title
Transportation-Consumer Affairs
Federal Agency
OFFICE OF THE SECRETARY, DEPARTMENT OF TRANSPORTATION
Authorization
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.
Status
Active
Objectives
To improve service provided to the public by U.S. and foreign air carriers.
Types of Assistance
Investigation of Complaints.
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.
Eligibility Requirements
Applicant Eligibility
All users of air transportation.
Beneficiary Eligibility
All users of air transportation.
Credentials/Documentation
None.
Application and Award Process
Preapplication Coordination
None. This program is excluded from coverage under E.O. 12372.
Application Procedure
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.
Award Procedure
None.
Deadlines
None, but complaint should be filed as soon as possible after the problem occurs.
Range of Approval/Disapproval Time
None.
Appeals
None.
Renewals
Assistance Considerations
Formula and Matching Requirements
None.
Length and Time Phasing of Assistance
None.
Post Assistance Requirements
Reports
None.
Audits
None.
Records
None.
Financial Information
Account Identification
69-0102-0-1-407.
Obligations
(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
None.
Program Accomplishments
For calendar year 2007 the total number of consumer complaints, information requests, opinions and compliments received totaled 16,072.
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
Information Contacts
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.
Headquarters Office
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)
Web Site Address
http://airconsumer.ost.dot.gov
Related Programs
33.001, Shipping-Dispute Resolution And Investigation Of Complaints
Examples of Funded Projects
None.
Criteria for Selecting Proposals
None.
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