49 U.S. Code § 42302 - Consumer complaints
(a)In General.—The Secretary of Transportation shall establish a consumer complaints toll-free hotline telephone number for the use of passengers in air transportation and shall take actions to notify the public of—
(b)Notice to Passengers on the Internet.—An air carrier or foreign air carrier providing scheduled air transportation using any aircraft that as originally designed has a passenger capacity of 30 or more passenger seats shall include on the Internet Web site of the carrier—
(c)Notice to Passengers on Boarding Documentation.—An air carrier or foreign air carrier providing scheduled air transportation using any aircraft that as originally designed has a passenger capacity of 30 or more passenger seats shall include the hotline telephone number established under subsection (a) on—
any electronic confirmation of the purchase of a passenger ticket for air transportation issued by the air carrier.
DOT Airline Consumer Complaint Investigations
“The Secretary of Transportation may investigate consumer complaints regarding—
compliance with Federal regulations concerning overbooking seats on flights;
lost, damaged, or delayed baggage, and difficulties with related airline claims procedures;
problems in obtaining refunds for unused or lost tickets or fare adjustments;
incorrect or incomplete information about fares, discount fare conditions and availability, overcharges, and fare increases;
the rights of passengers who hold frequent flyer miles or equivalent redeemable awards earned through customer-loyalty programs; and
deceptive or misleading advertising.”
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