Guidance

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Guidance on responding to complaints filed on behalf of airline passengers

About this Notice

This notice provides additional guidance to airlines on how to respond to individuals who submit written complaints to airlines on behalf of passengers other than themselves (“third-party complaints”). It clarifies that, before responding to third-party complaints, airlines may require complainants to provide evidence or assurance that they have authorization to act on a passenger’s behalf if doing so is necessary to comply with applicable privacy laws or the airlines’ own privacy policies.

Updated: Thursday, January 30, 2014