49 U.S.C. § 42302: Consumer complaints

maintain an accessible website through the Office of Aviation Consumer Protection to accept the submission of complaints from airline passengers regarding air travel service problems; and take appropriate actions to notify the public of such accessible website. the accessible website, e-mail address, or telephone number of the air carrier for the submission of complaints by passengers about air travel service problems; and the accessible website maintained pursuant to subsection (a). provide additional or alternative means for air passengers to submit complaints; and provide such additional or alternative means as the Secretary determines appropriate. any invoice, bill, or other communication provided to a passenger or customer of such provider; and the accessible website and any related mobile device application of such provider. The Secretary of Transportation shall review aviation consumer complaints received that allege a violation of law and, as appropriate, pursue enforcement or corrective actions that would be in the public interest. the Air Carrier Access Act of 1986 ( Public Law 99–435 ; 100 Stat. 1080 ); unfair and deceptive practices by air carriers (including air ambulance operators), foreign air carriers, and ticket agents; the terms and conditions agreed to between passengers and air carriers (including air ambulance operators), foreign air carriers, or ticket agents; aviation consumer protection and tarmac delay contingency planning requirements for both airports and airlines; protection of air ambulance consumers; and any other applicable law. Within the Aviation Consumer Protection Division of the Department of Transportation, there shall be an Aviation Consumer Advocate. assist consumers in resolving carrier service complaints filed with the Aviation Consumer Protection Division; review the resolution by the Department of Transportation of carrier service complaints; identify and recommend actions the Department can take to improve the enforcement of aviation consumer protection rules, protection of air ambulance consumers, and resolution of carrier service complaints; and identify and recommend regulations and policies that can be amended to more effectively resolve carrier service complaints. The total number of annual complaints received by the Department, including the number of complaints by the name of each air carrier and foreign air carrier. The total number of annual complaints by category of complaint. The number of complaints referred in the preceding year for enforcement or corrective action by the Department. Any recommendations under paragraphs (2)(C) and (2)(D) of subsection (c). Such other data as the Aviation Consumer Advocate considers appropriate. The reporting requirement of subsection (d) shall terminate on October 1, 2028 .” flight cancellations; compliance with Federal regulations concerning overbooking seats on flights; lost, damaged, or delayed baggage, and difficulties with related airline claims procedures; problems in obtaining refunds for unused or lost tickets or fare adjustments; incorrect or incomplete information about fares, discount fare conditions and availability, overcharges, and fare increases; the rights of passengers who hold frequent flyer miles or equivalent redeemable awards earned through customer-loyalty programs; and deceptive or misleading advertising.”