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. 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. Consumer reporters, with the help of volunteers, try to mediate complaints and may report the results as a news item.