Rising Number Of Air Passenger Complaints Prompts DOT To Propose New Rules On Addressing Traveler Problems

Washington, D.C. (AHN) - Because of the record 9,200 complaints received by the U.S. Department of Transportation from air passengers for the first 10 months of 2008, the DOT proposed new rules on how airlines must address the complaints.

The department's proposal is for air carriers to acknowledge all complaints within 30 days and provide a substantial answer within 60 days.

The 9,200 complaints, considered the second highest number the past seven years, are just the tip of the iceberg since U.S. airlines receive 50 complaints for every one complaint sent to the DOT.

According to the DOT, Delta Air Lines topped the seven largest U.S. carriers with 1,120 complaints from January to October in 2008, while Southwest had the least with 224.

The DOT advised American air travelers with complaints about airline safety to bring their problem to the Federal Aviation Administration and those with security concerns to call or email the Transportation Security Administration. Complaints over airline service outside security or safety issues must be addressed to the department's Aviation Consumer Protection Division.