The Department of Transportation is issuing a final rule to improve the air travel environment for consumers by: Increasing the number of carriers that are required to adopt tarmac delay contingency plans and the airports at which they must adhere to the plan’s terms; increasing the number of carriers that are required to report tarmac delay information to the Department; expanding the group of carriers that are required to adopt, follow, and audit customer service plans and establishing minimum standards for the subjects all carriers must cover in such plans; adding carriers to those required to include their contingency plans and customer service plans on\ their websites; increasing the number of carriers that must respond to consumer complaints; enhancing protections afforded passengers in oversales situations, including increasing the maximum denied boarding compensation airlines must pay to passengers bumped from flights; strengthening, codifying and clarifying the Department’s enforcement policies concerning air transportation price advertising practices; requiring carriers to notify consumers of optional fees related to air transportation and of increases in baggage fees; prohibiting post-purchase price increases; requiring carriers to provide passengers timely notice of flight status changes such as delays and cancellations; and prohibiting carriers from imposing unfair contract of carriage choice-offorum provisions. The Department is taking this action to strengthen the rights of air travelers in the event of oversales, flight cancellations and delays, ensure that passengers have accurate and adequate information to make informed decisions when selecting flights, prohibit unfair and deceptive practices such as postpurchase price increases and contract of carriage choice-of-forum provisions, and to ensure responsiveness to consumer complaints.
SUMMARY: This document requires most certificated U.S. air carriers and foreign air carriers operating to and from the U.S. that conduct passenger-carrying service to record and categorize complaints that they receive alleging inadequate accessibility or discrimination on the basis of disability according to the type of disability and nature of complaint, prepare a summary report of those complaints, submit the report annually to the Department of Transportation’s (Department or DOT) Aviation Consumer Protection Division, and retain copies of correspondence and record of action taken on disabilityrelated complaints for three years.
DEPARTMENT OF TRANSPORTATION
Office of the Secretary
14 CFR Part 382
[OST Docket No. 2003–11473]
Reporting Requirements for Disability- Related Complaints
AGENCY: Office of the Secretary, Department of Transportation (DOT).
ACTION: Guidance on final rule and notice of information collection approval.
SUMMARY: A July 8, 2003, final rule (68 FR 40488) requires, among other things, that certain certificated U.S. air carriers and foreign air carriers record disabilityrelated complaints and submit a summary report of those complaints annually to the Department.
TIGER Federal Register Jan 2012