Transportation-Consumer Affairs (20.900)
Program
20.900 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.
Program Number
20.900
Last Known Status
Active
Objectives
To improve service provided to the public by domestic 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
Not applicable.
Deadlines
None, but complaint should be filed as soon as possible after the problem occurs.
Range of Approval/Disapproval Time
Appeals
Not applicable.
Renewals
Not applicable.
Assistance Considerations
Formula and Matching Requirements
This program has no statutory formula.
Length and Time Phasing of Assistance
Not applicable.
Post Assistance Requirements
Reports
None.
Audits
None.
Records
None.
Program Accomplishments
For calendar year 2002, the total number of consumer complaints and information requests received was approximately 18,500.
Financial Information
Account Identification
69-0102-0-1-407.
Obligations
(Salaries and expenses) FY 02 $970,000; FY 03 $1,490,000; and FY 04 est $1,560,000.
Range and Average of Financial Assistance
Not applicable.
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://a-5consumer.ost.dot.gov.
Related Programs
33.001, Shipping Investigation of Complaints.
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 4107, Department of Transportation, 400 Seventh Street, SW., Washington, DC 20590. Telephone: (202) 366-5957.
Web Site Address
http://a-6consumer.ost.dot.gov
Examples of Funded Projects
Not applicable.
Criteria for Selecting Proposals
Not applicable.
