Lost luggage

Lost luggage

Once your bag is declared officially lost, you will
have to submit a claim. This usually means you have
to fill out a second, more detailed form. Check on
this; failure to complete the second form when
required could delay your claim. Missing the
deadline for filing it could invalidate your claim
altogether. The airline will usually refer your claim
form to a central office, and the negotiations
between you and the airline will begin. If your flight
was a connection involving two carriers, the final
carrier is normally the one responsible for
processing your claim even if it appears that the first
airline lost the bag.
Airlines don't automatically pay the full
amount of every claim they receive. First, they will
use the information on your form to estimate the
value of your lost belongings. Like insurance
companies, airlines consider the depreciated value of
your possessions, not their original price or the
replacement costs.
If you're tempted to exaggerate your claim,
don't. Airlines may completely deny claims they
feel are inflated or fraudulent. They often ask for
sales receipts and other documentation to back up
claims, especially if a large amount of money is
involved. If you don't keep extensive records, you
can expect to dicker with the airline over the value
of your goods.
Generally, it takes an airline anywhere
from six weeks to three months to pay you for your
lost luggage. When they tender a settlement, they
may offer you the option of free tickets on future
flights in a higher amount than the cash payment.
Ask about all restrictions on these tickets, such as
ôblackoutö periods and how far before departure you
are permitted to make a reservation.

Limits on liability

The airlines' domestic liability limit is generally
$1250 per person.

If your bags are delayed, lost or damaged on a
domestic trip, the airline can invoke a ceiling of
$1250 per passenger on the amount of money they'll
pay you. When your luggage and its contents are
worth more than that, you may want to purchase
ôexcess valuation,ö if available, from the airline as
you check in. This is not insurance, but it will
increase the carrier's potential liability. The airline
may refuse to sell excess valuation on some items
that are especially valuable or breakable, such as
antiques, musical instruments, jewelry, manuscripts,
negotiable securities and cash.
On international trips, the liability limit is
set by a treaty called the Warsaw Convention.
Unless you buy excess valuation, the liability limit is
$9.07 per pound ($20 per kilo). In order to limit its
liability to this amount, the airline must use one of
the following procedures:

1) The carrier weighs your bags at check-in
and records this weight on your ticket. The
airline's maximum liability to you is that
weight multiplied by $9.07 (or by $20, if
the weight was recorded in kilos).

2) Instead of weighing your luggage, the
carrier assumes that each of your bags
weighs the maximum that it agrees to
accept as checked baggage, usually 70
pounds (32 kilos). This yields a liability
limit of about $640 per bag.

This international limit also applies to domestic
segments of an international journey. This is the
case even if the domestic and international flights
are on separate tickets and you claim and re-check
your bag between the two flights.
Keep in mind that the liability limits are
maximums. If the depreciated value of your property
is worth less than the liability limit, this lower
amount is what you will be offered. If the airline's
settlement doesn't fully reimburse your loss, check
your homeowner's or renter's insurance; it
sometimes covers losses away from the residence.
Some credit card companies and travel agencies
offer optional or even automatic supplemental
baggage coverage.

Hazardous Items

Except for toiletries and medicines totaling no more
than 75 ounces, it is illegal and extremely
dangerous to carry on board or check in your
luggage any of the following hazardous materials:

Hazardous materials
Aerosols*Polishes, waxes, degreasers, cleaners,
etc.
Corrosives*Acids, cleaners, wet cell batteries,
etc.
Flammables*Paints, thinners, lighter fluid,
liquid reservoir lighters, cleaners, adhesives, camp
stoves or portable gas equipment with fuel, etc.
Explosives*Fireworks, flares, signal devices,
loaded firearms, gunpowder, etc. (Small arms
ammunition for personal use may be transported
in checked luggage if it is securely packed in
material designed for that purpose. These may not
be placed in carry-on baggage.)
Radioactives*Betascopes,
radiopharmaceuticals, uninstalled pacemakers,
etc.
Compressed gases*Tear gas or protective-
type sprays, oxygen cylinders, divers' tanks
(unless they're empty), etc.
Infectious substances
Poisonous materials*Rat poison, etc.

Matches (both æstrike anywhere' matches
and safety or æbook' matches) may only be carried
on your person.
If you must travel with any of these
materials, check with the airline's air freight
department to see if special arrangements can be
made.
A violation of the hazardous materials
restrictions can result in a civil penalty of up to
$25,000 for each violation or a criminal penalty of
up to $500,000 and/or up to 5 years in jail.

On U.S. airlines, you are guaranteed a no-smoking
seat worldwide.

Under U.S. government rules, smoking is prohibited
on all domestic scheduled-service flights except for
flights over six hours to or from Alaska or Hawaii.
This ban applies to domestic segments of
international flights, on both U.S. and foreign
airlines (e.g., the Chicago / New York leg of a flight
that operates Chicago/ New York / London). The
ban does not apply to nonstop international flights,
even during the time that they are in U.S. airspace
(e.g., a Chicago / London flight). The prohibition
applies in the passenger cabin and lavatories, but not
in the cockpit.
Smoking is also banned on other
scheduled-service flights by U.S. airlines that are
operated with planes seating fewer than 30
passengers (e.g., certain ôcommuterö flights to
Canada, Mexico and the Caribbean). Cigar and pipe
smoking is banned on all U.S.-carrier flights
(scheduled and charter, domestic and international).
The following rules apply to U.S. airlines
on flights where smoking is not banned (e.g.
international flights, domestic charter flights). These
regulations do not apply to foreign airlines;
however, most of them provide non-smoking
sections (although they may not guarantee seating
there or expand the section).

The airline must provide a seat in a non-smoking
section to every passenger who asks for one, as long
as the passenger complies with the carrier's seat
assignment deadline and procedures. (Standby
passengers do not have this right.)

If necessary, the airline must expand the non-
smoking section to accommodate the passengers
described above.

The airline does not have to provide a non-smoking
seat of the passenger's choice. It doesn't have to seat
you with your traveling companion, and you don't
have the right to specify a window or aisle non-
smoking seat. Also, the airline is not required by this
rule to provide advance seat assignments before the
flight date in the non-smoking section, as long as
they get you into the non-smoking section on the
day of your flight.

The flight crew must act to keep passengers from
smoking in the non-smoking sections. However,
smoke that drifts from the smoking section into the
non-smoking section does not constitute a violation.

No smoking is allowed while an aircraft is on the
ground or when the ventilation system is not fully
functioning.

Carriers are not required to have a smoking section.
An airline is free to ban smoking on a particular
flight, or on all of its flights.

None of the regulations described in this chapter
apply to charter flights performed with small aircraft
by on-demand air taxi operators.


Over 40 million Americans have disabilities. The Air
Carrier Access Act and the DOT rule that
implements it set out procedures designed to ensure
that these individuals have the same opportunity as
anyone else to enjoy a pleasant flight. Here are some
of the major provisions of the rule.

A person may not be refused transportation on the
basis of disability or be required to have an
attendant or produce a medical certificate, except in
certain limited circumstances specified in the rule.

Airlines must provide enplaning, deplaning and
connecting assistance, including both personnel and
equipment. (Some small commuter aircraft may not
be accessible to passengers with severe mobility
impairments. When making plans to fly to small
cities, such passengers should check on the aircraft
type and its accessibility.)

Airport terminals and airline reservations centers
must have TDD telephone devices for persons with
hearing or speech impairments.

Passengers with vision or hearing impairments must
have timely access to the same information given to
other passengers at the airport or on the plane
concerning gate assignments, delayed flights, safety,
etc.

New widebody aircraft must have a wheelchair-
accessible lavatory and an on-board wheelchair.
Airlines must put an on-board wheelchair on most
other flights upon a passenger's request (48 hours'
notice required).

Air carriers must accept wheelchairs as checked
baggage, and cannot require passengers to sign
liability waivers for them (except for pre-existing
damage).

Most new airplanes must have movable armrests on
half the aisle seats, and on-board stowage for one
folding passenger wheelchair.

Carriers must allow service animals to accompany
passengers in the cabin, as long as they don't block
the aisle or other emergency evacuation route.

FAA safety rules establish standards for passengers
allowed to sit in emergency exit rows; such persons
must be able to perform certain evacuation-related
functions.

FAA rules also prohibit passengers from bringing
their own oxygen. Most airlines will provide
aircraft-approved oxygen for a fee, but aren't
required to.

Airlines may not charge for services that are
required by this rule.

Airlines must make available a specially-trained
Complaints Resolution Official if a dispute arises.
There must be a copy of the DOT rule at every
airport.

It's wise to call the airline again before your trip to
reconfirm any assistance that you have requested.
For additional details, see ôOther Sources of
Informationö at the end of this pamphlet for
information on ordering the booklet New Horizons
for the Air Traveler with a Disability.

Virtually all major U.S. airlines have a frequent-flyer
plan, and many foreign carriers are starting them.
These programs allow you to earn free trips,
upgrades (e.g., from Coach to First Class) or other
awards based on how often you fly on that airline. In
some programs you can earn credit by using
specified hotels, rental car companies, credit cards,
etc.
It doesn't cost anything to join a program,
and you can enroll in the programs of any number of
different airlines. However, it may not be to your
advantage to ôput all your eggs in one basketö with
one plan by accumulating a high mileage balance
only to find out later that another carrier's program
suits your needs better. Here are some things to look
at when selecting a frequent-flyer program.


Does the airline fly where you're likely to want to
go?

Are there tie-ins with other carriers, especially those
with international routes? Is some of the airline's
service provided by commuter-carrier ôpartnersö? In
both cases, can you earn credits and use awards on
those other airlines?

How many miles (or trips) are required for particular
awards?

Is there a minimum award per flight (e.g., you are
only flying 200 miles but the airline always awards
at least 500)?

Is there a deadline for using accumulated miles?

Carefully examine the number and length of any
blackout periods during which awards cannot be
used. On some carriers, the Thanksgiving blackout
may last a week.

If you are planning a big trip and are thinking about
joining that airline's frequent-flyer program, enroll
before you travel. Airlines usually won't credit
mileage that was flown before you became a
member.

After you join a program, there are other things that
you should know:

Is there a deadline for using accumulated miles?

Airlines reserve the right to make changes to their
programs, sometimes on short notice. The number
of miles required for particular awards might be
raised, requiring you to use your old mileage (i.e.,
your current balance) under the more restrictive new
rules. The airline may cease service on a route that
you were particularly interested inùor it may drop
the city you live in! The carrier may eliminate
attractive frequent-flyer tie-ins with particular
airlines or hotel chains.

Cashing in your mileage frequently will limit your
losses in case the carrier changes the rules, merges,
or goes out of business. (Some private companies
sell insurance covering some of these eventualities.)
Accumulating a larger mileage balance will entitle
you to bigger awards, however.

Carriers often limit the number of seats on each
flight for which frequent-flyer awards can be used.
You may not be able to get reservations on your
first- or second-choice dates or flights.

Awards can often be issued in the name of
immediate family members. However, if you sell or
give an award to someone not named on the award
or the travel document and the airline finds out, the
recipient could have his or her ticket confiscated,
and the carrier may penalize the program member's
account balance.

Ask the airline how mileage is registered; you will
probably have to identify yourself as a program
member when you book your flight or when you
check in.

Keep your boarding passes and the passenger
coupon of your ticket until you receive a statement
from the frequent-flyer program reflecting the
correct mileage earnings for that trip. If a problem
arises, get the names of the people you speak with
and keep notes of your conversations.


Throughout this booklet, we have tried to provide you
general information about airline travel. It is
important to realize, however, that each airline has
specific rules that make up your contract of carriage.
These rules may differ among carriers. They include
provisions such as check-in deadlines, refund
procedures, responsibility for delayed flights, and
many other things.

Domestic Travel

For domestic travel, an airline may provide all of its
contract terms on or with your ticket at the time you
buy it. Many small ôcommuterö carriers use this
system. Other airlines may elect to ôincorporate
terms by reference.ö This means that you are not
given all the airline's rules with your ticketùmost
of them are contained in a separate document which
you can inspect on request.
If an airline elects to ôincorporate by
referenceö it must provide conspicuous written
notice with each ticket that:
1) it incorporates terms by reference, and
2) these terms may include liability limitations,
claim-filing deadlines, check-in deadlines,
and certain other key terms.
The airline must also:

Ensure that passengers can receive an explanation of
key terms identified on the ticket from any location
where the carrier's tickets are sold, including travel
agencies;

Make available for inspection the full text of its
contract of carriage at each of its own airport and
city ticket offices;

Mail a free copy of the full text of its contract of
carriage upon request.

There are additional notice requirements
for contract terms that affect your air fare. Airlines
must provide a conspicuous written notice on or
with the ticket concerning any ôincorporatedö
contract terms that:

Restrict refunds;

Impose monetary penalties; or

Permit the airline to raise the price after
you've bought the ticket.

If an airline incorporates contract terms by
reference and fails to provide the required notice
about a particular rule, the passenger will not be
bound by that rule.

International Travel

Not all of the detailed requirements for disclosing
domestic contract terms apply to international travel.
Airlines file ôtariff rulesö with the government for
this transportation. Passengers are generally bound
by these rules whether or not they receive actual
notice about them.
Every international airline must keep a
copy of its tariff rules at its airport and city ticket
offices. You have a right to examine these rules. The
airline agents must answer your questions about
information in the tariff, and they must help you
locate specific tariff rules, if necessary. If the airline
keeps its tariff in a computer rather than on paper,
there are additional disclosure requirements which
are similar to those for domestic contract terms.
The most important point to remember,
whether your travel is domestic or international, is
that you should not be afraid to ask questions about
a carrier's rules. You have a right to know the terms
of your contract of carriage. It is in your best
interest, as well as that of the airline, for you to ask
in advance about any matters of uncertainty.

Unlike most products, travel services usually have to
be paid for before they are delivered. This creates
opportunities for disreputable individuals and
companies. Some travel packages turn out to be very
different from what was presented or what the
consumer expected. Some don't materialize at all!
If you receive an offer by phone or mail for
a free or extremely low-priced vacation trip to a
popular destination (often Hawaii or Florida), there
are a few things you should look for:

Does the price seem too good to be true? If so, it
probably is.

Are you asked to give your credit card number over
the phone?

Are you pressured to make an immediate decision?

Is the carrier simply identified as ôa major airline,ö
or does the representative offer a collection of
airlines without being able to say which one you will
be on?

Is the representative unable or unwilling to give you
a street address for the company?

Are you told you can't leave for at least two
months? (The deadline for disputing a credit card
charge is 60 days, and most scam artists know this.)

If you encounter any of these symptoms, proceed
cautiously. Ask for written information to be sent to
you; any legitimate travel company will be happy to
oblige. If they don't have a brochure, ask for a day
or two to think it over; most bona fide deals that are
good today will still be good two days from now. If
they say no to both requests, this probably isn't the
trip for you. Some other advice:

If you are told that you've won a free vacation, ask
if you have to buy something else in order to get it.
Some packages have promoted free air fare, as long
as you buy expensive hotel arrangements. Others
include a free hotel stay, but no air fare.

If you are seriously considering the vacation offer
and are confident you have established the full price
you will pay, compare the offer to what you might
obtain elsewhere. Frequently, the appeal of free air
fare or free accommodations disguises the fact that
the total price is still higher than that of a regular
package tour.

Get a confirmed departure date, in writing, before
you pay anything. Eye skeptically any promises that
an acceptable date will be arranged later. If the
package involves standby or waitlist travel, or a
reservation that can only be provided much later,
ask if your payment is refundable if you want to
cancel, and don't pay any money you can't afford to
lose.

If the destination is a beach resort, ask the seller how
far the hotel is from the beach. Then ask the hotel.

Determine the complete cost of the trip in dollars,
including all service charges, taxes, processing fees,
etc.

If you decide to buy the trip after checking it out,
paying by credit card gives you certain legal rights
to pursue a chargeback (credit) if promised services
aren't delivered.

For further advice, see Other Sources of
Information at the end of this brochure for details
on how to order the Federal Trade Commission's
pamphlet Telemarketing Travel Fraud.

Flying is a routine activity for millions of Americans,
and raises no health considerations for the great
majority of them. However, there are certain things
you can do to ensure that your flight is as
comfortable as possible.
Changes in pressure can temporarily block
the Eustachian tube, causing your ears to æpop' or to
experience a sensation of fullness. To equalize the
pressure, swallow frequently; chewing gum
sometimes helps. Yawning is also effective. Avoid
sleeping during descent; you may not swallow often
enough to keep ahead of the pressure change.
If yawning or swallowing doesn't help, use
the ævalsalva maneuver':

Pinch your nostrils shut, then breathe in a
mouthful of air.

Using only your cheek and throat muscles,
force air into the back of your nose as if you
were trying to blow your thumb and finger
off your nostrils.

Be very gentle and blow in short successive
attempts. When you hear or feel a pop in your
ears, you have succeeded. Never force air
from your lungs or abdomen (diaphragm);
this can create pressures that are too intense.

Babies are especially troubled by these
pressure changes during descent. Having them feed
from a bottle or suck on a pacifier will often provide
relief.
Avoid flying if you have recently had
abdominal, eye or oral surgery, including a root
canal. The pressure changes that occur during climb
and descent can result in discomfort.
If you have an upper respiratory or sinus
infection, you may also experience discomfort
resulting from pressure changes. Postpone your trip
if possible. (Check to see if your fare has
cancellation or change penalties.)
A final tip on pressure changes: they cause
your feet to swell. Try not to wear new or tight
shoes while flying.

Airliner air is dry; if you wear contact lenses, blink often
and limit reading.

Alcohol and coffee both have a drying
effect on the body. Airliner cabin air is relatively dry
to begin with, and the combination can increase
your chances of contracting a respiratory infection.
If you wear contact lenses, the low cabin humidity
and/or consumption of alcohol or coffee can reduce
your tear volume, leading to discomfort if you don't
blink often enough. Lens wearers should clean their
lenses thoroughly before the flight, use lubricating
eye drops during the flight, read in intervals, and
take the lenses out if they nap. (This may not apply
to extended wear lenses; consult your practitioner.)
If you take prescription medications, bring
enough to last through your trip. Take along a copy
of the prescription, or your doctor's name and
telephone number, in case the medication is lost or
stolen. The medicine should be in the original
prescription bottle in order to avoid questions at
security or Customs inspections. Carry it in a pocket
or a carry-on bag; don't pack it in a checked bag, in
case the bag is lost.

You can minimize the effects of jet lag in
several ways:

Get several good nights' sleep before your trip.

Try to take a flight that arrives at night, so you
can go straight to bed.

Sleep on the plane (although not during descent).

During the flight do isometric exercises, eat
lightly, and drink little or no alcohol.

Try to use a rest room in the airport
terminal before departure. On some flights the cabin
crew begins beverage service shortly after the
Fasten Seat Belts sign is turned off, and the
serving cart may block access to the lavatories.

Air travel is so safe you'll probably never have to use
any of the advice we're about to give you. But if
you ever do need it, this information could save
your life.
Airline passengers usually take safety for
granted when they board an airplane. They tune out
the crew's pre-flight announcements or reach for a
magazine instead of the cards that show how to open
the emergency exit and what to do if the oxygen
mask drops down. Because of this, people are
needlessly hurt or killed in accidents they could
have survived.
Every time you board a plane, here are
some things you should do:

Be reasonable about the amount of carry-on luggage
that you bring. FAA rules require airlines to limit
the amount of carry-on baggage, and if you try to
carry too much with you, the crew may insist that
you check in some items. (There is no universal
limit; it depends on the aircraft type and the
passenger load.) A bag that is not properly stowed
could turn into an unguided missile in an accident or
block the aisles during an evacuation.

Count the number of rows to the nearest emergency
exit.

Be careful about what you put into the storage bins
over your seat. Their doors may pop open during an
accident or even a hard landing, spilling their
contents. Also, passengers in aisle seats have been
injured by heavy items falling out of these
compartments when people are stowing or retrieving
belongings at the beginning or end of a flight. Please
be considerate of others and put hard, heavy items
under the seat in front of you; save the overhead
bins for coats, hats, and small, soft bags.

As soon as you sit down, fasten and unfasten your
seat belt a couple of times. Watch how it works.
There are several kinds of belts, and in an
emergency you don't want to waste time fumbling
with the buckle.

procedures, pointing out emergency exits and
explaining seat belts, life vests and oxygen masks.
Listen carefully and if there's anything you don't
understand ask the flight attendants for help.


The plastic card in the seat pocket in front
of you will review some of the safety information
announced by the flight attendant. Read it. It also
tells you about emergency exits and how to find and
use emergency equipment such as oxygen masks.
As you're reading the card look for your
closest emergency exit, and count the number of
rows between yourself and this exit. Remember, the
losest exit may be behind you. Have a second
escape route planned in case the nearest exit is
blocked. This is important because people
sometimes head for the door they used to board the
plane, usually in the front of the first class cabin.
This wastes time and blocks the aisles.
Oxygen masks aren't the same on all
planes. Sometimes they drop down in front of you.
On some aircraft, however, you'll have to pull them
out of a compartment in front of your seat. In either
case, you must tug the plastic tube slightly to get the
oxygen flowing. If you don't understand the
instructions about how the mask works, ask a flight
attendant to explain it to you.
When the plane is safely in the air and has
reached its cruising level, the pilot usually turns off
the ôfasten seat beltö sign. He or she usually
suggests that passengers keep their belts buckled
anyway during the flight in case the plane hits rough
air. Just as seat belts should always be worn in cars,
they should always be fastened in airplanes.

If you are ever in an air accident, you should
remember these things:

Stay calm.

Listen to the crew members and do what they say.
The cabin crew's most important job is to help you
leave safely.

Before you try to open any emergency exit yourself,
look outside the window. If you see a fire outside
the door, don't open it or the flames may spread into
the cabin. Try to use your alternate escape route.

Remember, smoke rises. So try to stay down if
there's smoke in the cabin. Follow the track of
emergency lights embedded in the floor; they lead to
an exit. If you have a cloth, put it over your nose
and mouth.

After an air accident, the National
Transportation Safety Board always talks to
survivors to try to learn why they were able to make
it through safely. They've discovered that, as a rule,
it does help to be prepared. Avoiding serious injury
or surviving an air accident isn't just a matter of
luck; it's also a matter of being informed and
thinking ahead.
Are you one of those people who jumps up
as soon as the plane lands, gathers up coat, suitcase
and briefcase, and gets ready to sprint while the
plane is still moving? If so, resist the urge. Planes
sometimes make sudden stops when they are taxiing
to the airport gate, and passengers have been injured
when they were thrown onto a seat back or the edge
of a door to an overhead bin. Stay in your seat with
your belt buckled until the plane comes to a
complete halt and the æfasten seat belt' sign is turned
off.
Never smoke in airplane restrooms.
Smoking was banned in all but the designated
smoking sections after an accident killed 116 people
in only 4 minutes, apparently because a careless
smoker left a burning cigarette butt in the trash bin.
There is a penalty of up to $2,000 for disabling a
lavatory smoke detector. Also, don't smoke in the
aisle. If there is a sudden bump you could stumble
and burn yourself or another passenger. Lit
cigarettes have also flown out of passengers' hands
and rolled under seats.

When passengers comment on airline service, most
airlines do listen. They analyze and keep track of the
complaints and compliments they receive and use
the information to determine what the public wants
and to identify problem areas that need special
attention. They also try to resolve individual
complaints.
Like other businesses, airlines have a lot of
discretion in how they respond to problems. While
you do have some rights as a passenger, your
demands for compensation will probably be subject
to negotiation and the kind of action you get
depends in large part on the way you go about
complaining.
Start with the airline. Before you call or
write to DOT or some other agency for help with an
air travel problem, you should give the airline a
chance to resolve it.
As a rule, airlines have trouble-shooters at
the airports (they're usually called Customer Service
Representatives) who can take care of many
problems on the spot. They can arrange meals and
hotel rooms for stranded passengers, write checks
for denied boarding compensation, arrange luggage
repairs and settle other routine claims or complaints
that involve relatively small amounts of money.

A complaint letter should always include a daytime
phone number.

If you can't resolve the problem at the
airport and want to file a complaint, it's best to call
or write the airline's consumer office at its corporate
headquarters. Take notes at the time the incident
occurs and jot down the names of the carrier em-
ployees with whom you dealt. Keep all of your
travel documents (ticket receipts, baggage check
stubs, boarding passes, etc.) as well as receipts for
any out-of-pocket expenses that were incurred as a

result of the mishandling. Here are some helpful tips
should you choose to write a letter.

Type the letter and, if at all possible, limit it to one
page in length.

Include your daytime telephone number (with area
code).

No matter how angry you might be, keep your letter
businesslike in tone and don't exaggerate what
happened. If the complaint sounds very vehement or
sarcastic, you might wait a day and then consider
rewriting it.

Describe what happened, and give dates, cities, and
flight numbers or flight times.

Send copies, never the originals, of tickets and
receipts or other documents that can back up your
claim.

Include the names of any employees who were rude
or made things worse, as well as anyone who might
have been especially helpful.

Don't clutter up your complaint with petty gripes
that can obscure what you're really angry about.

Let the airline know if you've suffered any special
inconvenience or monetary losses.

Say just what you expect the carrier to do to make
amends. An airline may offer to settle your claim
with a check or some other kind of compensation,
possibly free transportation. You might want a
written apology from a rude employee or
reimbursement for some loss you incurredùbut the
airline needs to know what you want before it can
decide what action to take.

Be reasonable. If your demands are way out of line,
your letter might earn you a polite apology and a
place in the airline's crank files.

If you follow these guidelines, the airlines
will probably treat your complaint seriously. Your
letter will help them to determine what caused your
problem, as well as to suggest actions the company
can take to keep the same thing from happening to
other people.

Contacting the Department of
Transportation

If you need assistance or want to put your complaint
about an airline on record with DOT, call the Office
of Consumer Affairs at (202) 366-2220 or write:

Office of Consumer Affairs, I-25
U.S. Department of Transportation
400 Seventh Street, S.W.
Washington, D.C. 20590

If you write, please be sure to include your address
and a daytime telephone number, with area code.
We can provide information about what
rights you may or may not have under Federal laws.
If your complaint was not properly handled by the
airline, we will contact them and get back to you.
Letters from consumers help us spot
problem areas and trends in the airline industry. We
use our complaint files to document the need for
changes in DOT's consumer protection regulations
and, where warranted, as the basis for enforcement
action. In addition, every month we publish a report
with information about the number of complaints we
receive about each airline and what problems people
are having. You can write or call us for a free single
copy of this Air Travel Consumer Report, which
also has statistics that the airlines file with us on
flight delays, oversales and mishandled baggage.
If your complaint is about something you
feel is a safety or security hazard, write to the
Federal Aviation Administration:

Community and Consumer Liaison
Division, APA-200
Federal Aviation Administration
800 Independence Avenue, S.W.
Washington, D.C. 20591

or call: (800) FAA-SURE. After office hours, if you
want to report something that you believe is a
serious safety hazard, call the Aviation Safety
Hotline at 1-800-255-1111.

Local consumer help programs

In most communities there are consumer help
groups that try to mediate complaints about
businesses, including airlines and travel agencies.

Most state governments have a special office that
investigates consumer problems and complaints.
Sometimes it is a separate division in the governor's
or state attorney general's office. Check your
telephone book under the state government's listing.

Many cities and counties have consumer affairs
departments that handle complaints. Often you can
register your complaint and get information over the
phone or in person.

A number of newspapers and radio or TV stations
operate Hot Lines or Action Lines where
individual consumers can get help. Consumer
reporters, with the help of volunteers, try to mediate
complaints and may report the results as a news
item. The possible publicity encourages companies
to take fast action on consumer problems when they
are referred by the media. Some Action Lines,
however, may not be able to handle every complaint
they receive. They often select the most severe
problems or those that are most representative of the
kinds of complaints they receive.


Your last resort

If nothing else works, small claims court might be
the best way for you to help yourself. Many cities
have these courts to settle disputes involving
relatively small amounts of money and to reduce the
red tape and expense that people generally fear
when they sue someone. An airline can generally be
sued in small claims court in any jurisdiction where
it operates flights or does business.
You can usually get the details of how to
use the small claims court in your community by
contacting your city or county office of consumer
affairs, or the clerk of the court. As a rule, small
claims court costs are low, you don't need a lawyer,
and the procedures are much less formal and
intimidating than they are in most other types of
courts.
other agency for help with an
air travel problem, you should give the airline a
chance to resolve it.