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Consumer Protection

U.S. Department of Transportation Fines Turkish Airlines Over Late, Incomplete Responses to Consumer Complaints

WASHINGTON – The U.S. Department of Transportation (DOT) today assessed a civil penalty against Turkish Airlines for not responding in a timely manner to complaints filed by consumers, including passengers with disabilities, and for not adequately responding to the passengers’ complaints in its responses.  The airline was ordered to cease and desist from further violations and assessed a civil penalty of $300,000.

DOT Tentatively Approves IATA’s Data Transmission Standard, Adds Measures to Protect Privacy and Address Other Consumer and Industry Concerns

WASHINGTON – The U.S. Department of Transportation today tentatively approved a proposal that would help modernize the marketing and sale of airline products by enabling all of the market players –airlines, travel agents, global distribution systems (GDSs), and consumers – to “speak the same language” in their communications with each other through a common data transmission standard.

DOT Fines Ticket Agent WK Travel for Code-Share Disclosure Violations

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DOT Fines Ticket Agent WK Travel for Code-Share Disclosure Violations

WASHINGTON – The U.S. Department of Transportation (DOT) today fined WK Travel, Inc., also known as OneTravel, $95,000 for violating the Department’s rules on disclosure of code-share flights and ordered the ticket agent to cease and desist from further violations.  Today’s consent order is part of an ongoing effort by DOT to ensure that ticket agents comply with the code-share disclosure rules.

As holiday travel heats up, air consumer complaints down

Historic consumer rules keep air travelers protected

The holiday travel season is upon us, and it's an exciting time of year for visiting loved ones, hitting the slopes, or escaping the cold.  Wherever you and your family are heading, we at DOT want your travel to be as stress-free as possible.

That’s why we’re pleased to report that airline consumer complaints filed with our Aviation Consumer Protection Division between January and September 2013 were down 14.1 percent from the first nine months of 2012. In addition, complaints filed in September 2013 were down 6.8 percent from September 2012.

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Qantas Fined for Failing to Disclose Baggage Fees

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Qantas Fined for Failing to Disclose Baggage Fees

WASHINGTON – The U.S. Department of Transportation (DOT) today assessed a civil penalty of $100,000 against Qantas, an Australian air carrier, for violating the Department’s new rule requiring carriers and ticket agents to inform consumers that they may have to pay baggage fees, and directed Qantas to cease and desist from further violations.

Aviation Consumer Protection

The Office of the Assistant General Counsel for Aviation Enforcement and Proceedings, including its Aviation Consumer Protection Division, monitors compliance with and investigates violations of the Department of Transportation’s (Department) aviation economic, consumer protection, and civil rights requirements. The Office also provides legal review and support on aviation economic licensing matters.