Who investigates airlines?

??????????????????????The National Transportation Safety Board is an independent federal agency charged by Congress with investigating every civil aviation accident in the United States and significant events in the other modes of transportation—railroad, transit, highway, marine, pipeline, and commercial space.



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The Federal Aviation Administration (FAA), formerly the Federal Aviation Agency, was established by the Federal Aviation Act of 1958 (72 Stat. 731). The agency became a component of the Department of Transportation in 1967 pursuant to the Department of Transportation Act (49 U.S.C. 106).

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You may contact DOT by phone at 202-366-2220 for information related to a consumer related problem. However, for a case to be processed as a complaint, it must be submitted to DOT in writing.

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Complaints about airline service other than safety or security issues may be registered with DOT's Aviation Consumer Protection Division (ACPD). You may call the ACPD 24 hours a day at 202-366-2220 (TTY 202-366-0511) to record your complaint.

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It's often best to email or write to the airline's consumer office at its corporate headquarters. DOT requires airlines that fly to, from, or within the United States to state on their websites how and where complaints can be submitted.

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Difficulties getting refunds were the top complaints in 2022, according to the report. Flight problems, including delays and cancellations, were second. Lost, damaged or pilfered luggage was the third-most common complaint.

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Common Complaints and Lawsuits Against Airlines
Generally, yes you can sue an airline in small claims court. The U.S. Department of Transportation (“DOT”), which is a federal agency that regulates airlines operating in the U.S, even publishes a Consumer's Guide to Small Claims Court.

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If you choose not to take another flight on that airline, you are legally entitled to a refund. For delayed flights: Airlines are not required to provide flight delay compensation. Compensation is only required when “bumped” from an oversold flight, according to the U.S. Department of Transportation.

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Besides suing in small claims court you can also file a complaint against an airline with the DOT. The DOT's Office of Aviation Consumer Protection (ACPD) reviews and responds to consumer complaints against airlines.

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Filing a complaint with an airline or a ticket agent.
DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send consumers written responses addressing these complaints within 60 days of receiving them (30 days for disability-related complaints).

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Send a demand letter to the airline (also known as an airline complaint letter). File a complaint with the U.S. Department of Transportation. File a complaint with the Better Business Bureau (BBB). File a small claims lawsuit against the airline.

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U.S. travelers report that American Airlines is the most unreliable airline in the world when measured by the total flight problems and reported complaints in 2022. American is also the world's largest airline, so this finding may not surprise frequent flyers.

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Why is customer service not emphasized in the airline industry? It's a commodity business, at least in economy, and 50% of your passengers you may never see again. At the low end, they compete on price, not service. It's not much different than any other mass market consumer product these days.

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Here are the best airlines for customer service Customers say they like perennial favorites, including JetBlue, Southwest, Delta and Alaska. And in 2022, these carriers came through for passengers again — to a point.

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