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

Com pensation

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

R estrictions [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 transpor tation unacceptable

11 Alternate transportation

scheduled to arrive after one hour period

12 Alternate transpor tation

scheduled to arrive after two (4 int'l) hour period

13 Alternate transpor tation 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."

N OTES

1 “Smaller” aircraft in code 06 means passengers were bumped because the

carrier substituted a smaller aircraft

than the o n e 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

CG 2 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

CU 3 Failure to Provide Assistance

CY Unsatisfactory Information

CZ Other 00 NA

10 Elderly

11 Child

12 Unaccompanied minor 5

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 leg 4

19 Other 00 NA/other

01 [Reserved]

02 1 Delay in transporting

03 1 Animal escapes

04 1 Neglect

77 Opinion

88 Compliment

99 Request for Information

N OTES

1 Will only be accepted for "Pets" complaints (center

- column code "14"). N OTE : 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 pa ge “M.”

4 Use with CG/CJ w h en 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 f

ee/ (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

,

e tc.)

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; r efusal 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 p roblems involving compassion/be reavement
fares should be coded as a "Fare" complaint (page "D")

with a center

- column sub

code 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 info rmation

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, 4 00/Montreal)

07 Inappropriate liability limit imposed

08 Other liability re strictions

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 e ff. 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, t ext message, social media, e tc.)

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 Non

Smoking Section

HB Failure to Provide Non

Smoking 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 S moking 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 c hanged 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/AIR

100.

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

IA Failure to Provide Pertinent

Information 1

IB Misleading 1

IC Inaccurate 1

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 informationK. 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

G round 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 informationL. 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 merger 1

41 Opposes merger 1 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, b lackout 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 informationLG 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 informationM. DISABILITY

MG Refusal to Board Passenger 1

MH [R eserved ; formerly

“Refusal to board w/out

Attendant” ]

MI Assistive Device: damage. 2
(See also MV category.)

MK C omplaint Resolution

Official i ssues

ML Failure to provide timely or dispositive r esponse

MO Security issues: disability

MP P re

- boarding

MQ Aircraft Not Accessible

MR Airport Not Accessible

MS Advance Notice Dispute

MT Seating Accommodation 3

MU Failure to provide adequate or timely assistance

MV Assistive Device: storage, loss/delay, liability waiver, etc. (For damage, use MI.)

MW Service Animal Problem 4

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 Se r vice Animal other than ESA/PSA (see above) : other than dog

1 5 Medical Certificate or Medical Clearance 5

1 6 Attendant/ Sa f

ety Assistant 5

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

reason s 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

r equir ing 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