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| 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. |
| 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. |
| Applicant Eligibility |
| All users of air transportation. |
| Beneficiary Eligibility |
| All users of air transportation. |
| Credentials/Documentation |
| None. |
| 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 |
| Not applicable. |
| Formula and Matching Requirements |
| None. |
| Length and Time Phasing of Assistance |
| None. |
| Reports |
| None. |
| Audits |
| None. |
| Records |
| None. |
| 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. |
| 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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General Services Administration Office of Chief Acquisition Officer Regulatory and Federal Assistance Division (VIR) |
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