Appendix A

Rev. June 1, 2014

U. S. DEPARTMENT OF TRANSPORTATION

AVIATION CONSUMER PROTECTION DIVISION

COMPLAINT CODES

A. Flight Problems

B. Oversales

C. Reservations/Ticketing/Boarding

D. Fares / Ancillary Fees

E. Refunds

F. Baggage

G. Customer Service

H. Smoking

I. Advertising

J. Credit

K. Tours or Charters

L. Miscellaneous (includes Frequent Flyer)

M. Disability

N. Animals: Loss, Injury, Death

O. Discrimination (except disability)
A. FLIGHT PROBLEMS

AA Cancellation

AB Delay

AC Misconnection

AD Aircraft Substitution

AE Origin Change

AF Destination Change

AG Irregularity

AY Unsatisfactory Information

AZ Other

00 NA

01 Mechanical

02 Weather

03 Congestion/ATC

04 Strike

05 Operational

06 Schedule

07 Economic

08 Oversales

09 Crew Availability

10 Designator code sharing

11 Change of gauge (change of 

aircraft on a direct flight)

(see Part 258)

12 "Illegal" Connection

18 Unknown

19 Other

20 EU Rules

00 NA

20 Failure to provide amenities 

(hotel, etc.)

21 Failure to provide other 

transportation

22 Failure to inform prior to 

departure

23 Failure to inform in-flight

24 Failure to inform at 

connecting flight

25 Misinformation

26 Departure delay on tarmac

27 Arrival delay on tarmac

28 Extended tarmac delay

(259.4 issues) (see also 30, 

below)

29 Other

30 259.8 notification issues

77 Opinion

88 Compliment

99 Request for information

Bold text is text that changed effective June 1, 2014.
B. OVERSALES

BA Denied Compensation

BB Not Informed of 

Compensation

BC Compensation Less Than 

Required

BD Regulation Amount 

Inadequate

BE Delay in Providing 

Compensation

BF Failure to Solicit Volunteers

BG Other Volunteer Problems

BH Failure to Provide Notice

BI Failure to Board

BJ Offered Travel Vouchers as 

DBC; Failed to Offer or 

Discuss Cash

BK Voucher Accepted; Failure 

to Disclose All Material 

Restrictions [250.2b(c) or 

250.5(c)(3)]

BY Unsatisfactory Information

BZ Other

00 NA

01 No record of confirmed 

reservation

02 Record shows reservation as 

unconfirmed

03 No reconfirmation

04 Reconfirmation disagreement

05 Erroneous cancellation

06 Substitute aircraft (smaller)

or capacity limits

[250.6(b)]1

07 Check-in time disagreement

08 Late for check-in

09 Bumping at a foreign point

10 Alternate transportation 

unacceptable

11 Alternate transportation 

scheduled to arrive after one 

hour period

12 Alternate transportation 

scheduled to arrive after two 

(4 int'l) hour period

13 Alternate transportation 

delayed

14 Misinformed

15 Downgrade

16 Small aircraft (not covered 

by rule, i.e. less than 30 

seats)1

17 Zero-fare ticket issue

[250.5(d)]

19 Other

00 NA

77 Opinion

88 Compliment

99 Request for information

___

'Advance Reprotection' issues 

should be coded under 

RESERVATIONS/TICKETING/

BOARDING as "CL."

NOTES

1 “Smaller” aircraft in code 06 means 

passengers were bumped because the 

carrier substituted a smaller aircraft 

than the one that was scheduled. 

“Small” aircraft in code 16 refers to 

aircraft that are not covered by Part 

250 because they have fewer than 30 

seats.

Bold text is text that changed effective June 1, 2014.
C. RESERVATIONS/TICKETING/BOARDING

CA Unable to Contact

CB Ticket/Reservation Incorrect

CC Ticket Not Received

CD Refusal to Sell Ticket

CE Failure to Confirm 

Reservation

CF Refusal to Accept Other 

Airline Ticket

CG2 Refusal to Board Passenger

CH Refusal to hold reservation 

for 24 hours without 

payment [259.5(b)(4). See 

also code EH.]

CI No Record of Reservation

CJ Erroneous Cancellation

CK Standby Deplaned

CL Advance Reprotection

CM CRS On-time Code

CN Coupon Pulled in Error

CP Required to Repurchase 

Lost Ticket

CU3Failure to Provide Assistance

CY Unsatisfactory Information

CZ Other

00 NA 

10 Elderly

11 Child

12 Unaccompanied minor5

13 Language limitation

14 Pets (See 02 through 04 

in next column)

15 Failure to provide information 

16 Unsatisfactory information

17 Government documents: 

passports, etc.

18 Did not use previous leg4

19 Other

00 NA/other

01 [Reserved]

021 Delay in transporting

031 Animal escapes

041 Neglect

77 Opinion

88 Compliment 

99 Request for Information

NOTES

1 Will only be accepted for "Pets" 

complaints (center-column code 

"14"). NOTE: for complaints about 

the death, injury or permanent loss of 

an animal, use the codes in category 

“N,” even if the death, injury or loss 

resulted from one of the factors in 

codes 02 through 04 above.

2

If complaint involves an oversale 

(even if no compensation due), use 

codes on page "B."

3

If complaint involves a disability, use 

codes on page “M.” 

4 Use with CG/CJ when passenger is 

denied transportation because 

he/she did not use earlier flight 

segment.

5 Complaints about UM fee: use 

DI13.

Bold text is text that changed effective June 1, 2014.
D. FARES / ANCILLARY FEES

DA Increase

DB Decrease

DC Restrictions

DD Fare Too High

DE Discount Unavailable

DF Discount Refused

DG Overcharge

DH Price Fixing (identical 

fares)

DI Ancillary Fees

DY Unsatisfactory 

Information

DZ Other

00 NA

01 Failure to inform

02 Misinformed

03 Monopoly service (incl. 

limited competition)

04 Emergency travel (e.g. 

death/major illness in 

family)

10 Itinerary-related fee, e.g. 

(1) reservation fee/

(fee for booking online, 

by phone or at airport, 

or for paper ticket) or (2) 

penalty for 

changing/canceling res.

11 Baggage fees

[see also FA11 notes, and 

FM]

12 Seat selection fee

13 Unaccompanied minor 

fee. [Other UM issues: 

C-12]

14 Other fees (e.g., pet fee,

etc.)

19 Other

00 NA

01 Unrestricted

02 General discount

03 Extra discount

77 Opinion

88 Compliment

99 Request for information

Bold text is text that changed effective June 1, 2014.
E. REFUNDS

EA Refusal to Provide Refund

EB Refusal to Provide Refund; 

Offer of Tickets/Travel 

Credit Unacceptable

EC Refusal to Provide Refund; 

Offer of Tickets/Travel 

Credit Inadequate

ED Delay in Providing Refund

EE Inadequate Refund

EF Refund Pending Outcome 

of Bankruptcy

EG Incorrect Billing

EH Passenger canceled within 

24 hours; refusal to refund

[(259.5(b)(4). See also code 

CH.]

EY Unsatisfactory Information

EZ Other

00 NA

01 Cash

02 Credit Card

03 Tickets/travel credit

19 Other

NOTE: 

Refund problems involving 

compassion/bereavement 

fares should be coded as a 

"Fare" complaint (page "D") 

with a center-column subcode of "04."

Complaints about refusal 

to refund a baggage fee 

when the bag is lost 

[259.5(b)(3)] should be 

coded FA11. Where the 

complainant disputes the 

validity or applicability of 

the bag fee he/she was 

charged but the bag was 

not lost, use DI11.

00 NA

20 Non-refundable ticket

21 Unused Ticket

22 Lost Ticket

23 Penalties

24 Broken Trip

29 Other

77 Opinion

88 Compliment

99 Request for information

Bold text is text that changed effective June 1, 2014.
F. BAGGAGE

FA Lost Bag

FB Delayed Bag

FC Damaged Bag

FD Damaged Contents

FE Damaged Bag/Contents

FF Damaged Bag/Lost 

Contents

FG Baggage Stolen

FH Contents Stolen

FI Lost Articles

FJ [Reserved; formerly 

“Overcharge”]

FK [Reserved; formerly 

“Charges Too High”]

FL Refusal to Transport

FM Allowances: “first carrier” 

issue (399.87)

FY Unsatisfactory Information

FZ Other

00 NA

01 Claim denied

02 Claim denied–shifts 

responsibility

03 Delay in settling claim

04 Amount of settlement offer 

unacceptable

05 Form of settlement offer 

unacceptable

06 Objects to liability limit 

($3,400/Montreal)

07 Inappropriate liability limit 

imposed

08 Other liability restrictions

09 Insufficient effort to locate

10 Settlement pending outcome 

of bankruptcy

11 Refusal to refund baggage 

fee — bag lost [259.5(b)(3)]

1

19 Other

1

If the complainant has disputed the 

validity or applicability of the bag 

fee he/she was charged but the bag 

was not lost, use DI11.

00 NA

20 Checked baggage

21 Carry-on

22 Freight

23 [Reserved; formerly 

“Wheelchair”]*

24 Checked to/from hotel

29 Other

77 Opinion

88 Compliment

99 Request for information

_________

Bag fees: use DI11

Baggage Liability Limits:

Domestic eff. 6/6/2013: $3,400:

International: 1131 SDR

* 23: All complaints about loss/damage/delay of assistive devices should be coded “MI” or “MV.”

Bold text is text that changed effective June 1, 2014.
G. CUSTOMER SERVICE

GA Poor Attitude

GB Refusal to Provide 

Assistance

GC Unsatisfactory Seat 

Assignment (other than 

disability)

GD Inadequate Facilities

GE Unsatisfactory Food Service

GF Unsatisfactory Inflight 

Services

GG Security issue 

(other than disability 

or discrimination)

GH [Reserved]

GI Failure to Control Other 

Passengers

GJ Complaint Response Time 

[30/60 days, 259.7(c)]

GK Passenger of Size

GL Privacy / Misuse of 

Customer Data

GY Unsatisfactory Information

GZ Other

00 NA

01 Reservationist

02 Ticket counter agent

03 Boarding agent

04 Passenger service supervisor

05 Flight Attendants

06 Cockpit crew

07 Other airline personnel

08 Corporate/HQ

19 Other

00 NA

20 Aircraft

21 Terminal

22 Telephone

23 Electronic (web, email, text 

message, social media, etc.)

29 Other

77 Opinion

88 Compliment

99 Request for information

NOTE: Complaints about airliner cabin air quality other than smoking should be coded as LD0077 and sent 

to FAA/AIR-100.

Bold text is text that changed effective June 1, 2014.
H. SMOKING

HA Failure to Provide Seat in NonSmoking Section

HB Failure to Provide NonSmoking Seats Together

HC Failure to Provide Seats in 

Smoking Section

HD Smoking While Aircraft on 

Ground

HE Smoking While Ventilation 

System Not Fully Functioning 

HF Smoking in Rest 

Rooms/Aisles/Take-off (Safety 

Rules)

HG Smoking in No-Smoking 

Section

HH Smoking on Aircraft With 

Less Than 30 Seats

HI Drifting Smoke

HJ Permitted Cigar Smoking

HK Permitted Pipe Smoking

HL Opinion - Ban Smoking On All 

Flights

HM Opinion - Relax Smoking 

Restrictions, or Don't Add 

New Ones

HN Opinion - Favors 4/23/88 

2-Hour Ban on Smoking

HP Opinion - Opposes 4/23/88 

2-Hour Ban on Smoking

HQ Smoking on a scheduled flight 

in/to/from U.S.1

HR Opinion - Favors 2/25/90 

Domestic Smoking Ban

HS Opinion - Opposes 2/25/90 

Domestic Smoking Ban

HY Unsatisfactory Information

HZ Other

00 NA

01 Late arrival

02 Check-in time disagreement

03 Standby

04 Crew

05 Opinion–carrier policy

06 e-cigarette

19 Other

00 NA

77 Opinion

88 Compliment

99 Request for information

1 HQ changed 11/15/00 from 

“Smoking on A Domestic 

Scheduled Flight”

NOTE: Complaints about airliner 

cabin air quality other than

smoking should be coded as 

LD0077 and sent to FAA/AIR100.

Bold text is text that changed effective June 1, 2014.
I. ADVERTISING

IA Failure to Provide Pertinent 

Information1

IB Misleading1

IC Inaccurate1

ID Poor Taste

IE Full Fare [399.84(a)]

IF “Each Way” [399.84(b)]

IG Opt Out provision/

399.84(c)

IY Unsatisfactory Information

IZ Other

1 Except for IE, IF or IG

00 NA

01 Newspaper

02 Magazine

03 Radio

04 Television

05 Electronic (web, e-mail, text 

message, social media etc.)

19 Other

00 NA

77 Opinion

88 Compliment

99 Request for information

Bold text is text that changed effective June 1, 2014.
J. CREDIT (Airline Credit Program Only)

JA Denial 

JB Credit Withdrawn

JY Unsatisfactory Information

JZ Other

00 NA

01 Refusal to adjust

02 Delay in Resolving

03 Failure to explain

00 NA

77 Opinion

88 Compliment

99 Request for information
K. TOURS or CHARTERS

KA Trip Cancelled

KB Date Change

KC Origin Change

KD Destination Change

KE Price Increase

KF Price Decrease

KG Change of Airline

KH Stranding

KI Deletion of Ground 

Component

KJ Substitution of Ground 

Component

KK Unsatisfactory Ground 

Component

KL Itinerary Change

KM Refusal to Sell Air or 

Ground Separately

KY Unsatisfactory Information

KZ Other

00 NA

01 No advance notice

02 Notice not timely

03 Misinformation

04 Contract

19 Other

00 NA

77 Opinion

88 Compliment

99 Request for information
L. MISCELLANEOUS

LA Complaint Record

LB Reports

LC Regulations

LD Aircraft Problems

LE Airport Problems

LF CRS

LG Frequent Flyer Program 

(See list of codes on next 

two pages)

LH Cargo

LI Personal Injury

LJ Contract of Carriage/Tariff 

Availability

LK Deregulation

LL Air Ambulance

LM Mergers/Acquisitions

LZ Other

00 NA

40 Favors merger1

41 Opposes merger1

00 NA

77 Opinion

88 Compliment

99 Request for information

1 Center-column codes 40 and 41 are only to be used with first-column code LM.

NOTE: Complaints about airliner cabin air quality other than smoking should be coded as LD0077 and sent 

to FAA/AIR-100.
LG: FREQUENT FLYER PROGRAMS

LG Frequent Flyer Program 01 Mileage Credit–Failure to 

credit earnings, total or 

partial

02 Mileage Credit–Delay in 

crediting earnings

03 Mileage Credit–Objects to 

Amount of Earnings

09 Mileage Credit–Other

10 Terms & Conditions, Basic 

Provision–Failure to Notify

11 Terms & Conditions, Basic 

Provisions–Delay in 

Notifying

12 Terms & Conditions, Basic 

Provisions–Objects

13 Terms & Conditions, 

Change(s) in–Failure to 

Notify

14 Terms & Conditions, 

Change(s) in–Delay in 

Notifying

15 Terms & Conditions, 

Change(s) in–Objects

19 Terms & Conditions, Other

20 Inability to Use Reward–

Failure to Provide Voucher

21 Inability to Use Reward–

delay in providing voucher

22 Inability to Use Reward–

space unavailable: capacity 

control, blackout period, etc. 

23 Inability to Use Reward–

package components 

unavailable simultaneously 

(e.g. air & hotel)

29 Inability to Use Reward–

Other

[Continued next page]

00 NA

77 Opinion

88 Compliment

99 Request for information
LG Frequent Flyer Program 

30 Program Management–

unable to contact

31 Program Management–

failure to respond

32 Program Management–delay 

in responding

33 Program Management–

unsatisfactory information

34 Program Management–

misinformation

39 Program Management–other

49 Other

00 NA

77 Opinion

88 Compliment

99 Request for information
M. DISABILITY

MG Refusal to Board Passenger1

MH [Reserved; formerly 

“Refusal to board w/out 

Attendant”]

MI Assistive Device: damage.2

(See also MV category.)

MK Complaint Resolution 

Official issues

ML Failure to provide timely 

or dispositive response

MO Security issues: disability

MP Pre-boarding

MQ Aircraft Not Accessible

MR Airport Not Accessible

MS Advance Notice Dispute

MT Seating Accommodation3

MU Failure to provide adequate 

or timely assistance

MV Assistive Device: storage, 

loss/delay, liability waiver, 

etc. (For damage, use MI.)

MW Service Animal Problem4

MY Unsatisfactory Information

MZ Other

01 Vision impairment

02 Hearing impairment

03 Vision/hearing impairment

04 Paraplegic

05 Quadriplegic

06 Other wheelchair

07 Oxygen

08 Stretcher

09 Other disability

10 Allergies (pet, perfume, food, 

etc.)

11 Emotional Support Animal 

(ESA) or Psychiatric 

Service Animal (PSA):

dog

12 Emotional Support Animal 

(ESA) or Psychiatric 

Service Animal (PSA):

other than dog

13 Service Animal other than 

ESA/PSA (see above): dog

14 Service Animal other than 

ESA/PSA (see above): other 

than dog 

15 Medical Certificate or

Medical Clearance5

16 Attendant/Safety Assistant5

20 Other assistive device

21 Mental impairment

22 Communicable disease

00 NA

77 Opinion

88 Compliment

99 Request for Information

1

If passenger was bumped due to 

reasons other than disability, use 

“CG” or the “B” codes.

2 This subcategory added effective 

1/1/2004. Use MV for all assistive 

device problems other than damage. 

When a device experiences both an 

MI problem and an MV problem on 

the same flight, code only the MI.

3 Disability only: movable armrest, 

bulkhead, etc. Use GC (Customer 

Service) for others.

4

Only for service animals used by a 

person with a disability. For pets, use 

center-column code 14 on page “C.” 

Use center-column code 11, 12, 13 

or 14.

5 Use with MG code, even if 

passenger was eventually boarded 

(e.g., passenger provided the 

certificate or passed the clearance,

or carrier changed its mind about 

requiring it.)

Bold text is text that changed effective June 1, 2014.
N. ANIMALS: LOSS/INJURY/DEATH

NA Loss

NB Injury

NC Death

00 NA 00 NA

77 Opinion

88 Compliment

99 Request for information

Codes on this page are only for complaints about the death, injury or permanent loss of an animal. For other 

complaints about the treatment or handling of animals, including temporary loss or escape, use the codes in 

category C (Reservations/Ticketing/Boarding), center-column code 14.
O. DISCRIMINATION (except disability)

OA Security-related

(other than disability)

OB Non-security-related

(other than disability)

00 NA

01 Reservationist

02 Ticket counter agent

03 Boarding gate agent

04 Passenger service 

supervisor

05 Flight Attendants

06 Cockpit crew

07 Other airline personnel

19 Other

30 Race

31 Ethnicity

32 National Origin

33 Color

34 Age

35 Religion

36 Sex

37 Marital Status

39 Other Discrimination

(except disability)

77 Opinion

88 Compliment

99 Request for information