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The Aviation Consumer Protection Division of the US Department of Transportation receives complaints from members of the public regarding air travel consumer issues. According to their website:

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.

Consumer protection compliance and enforcement activities relate to areas such as unfair and deceptive practices and unfair competition by air carriers and travel agents, deceptive airline advertising (e.g., fare, on-time performance, schedule, code sharing, etc.), and violations of rules concerning denied boarding compensation, ticket refunds, baggage liability requirements, and charter flights.

The Office is also very active in civil rights enforcement. The Department is charged with prohibiting discrimination by airlines and has committed to protecting consumers in this regard. The Office focuses on ensuring that individuals with disabilities obtain nondiscriminatory access to the air transportation system and that the public is not subjected by airlines to unlawful discrimination on the basis of race, religion, national origin or sex during the course of their air transportation.

Source: http://airconsumer.ost.dot.gov



Senator Harkin’s Bills Expand Access to Captioning at the Movies and in the Air

Apr 1 2013

HLAA is thrilled to announce that Senator Tom Harkin, long time advocate for people with disabilities who was a sponsor of the Americans with Disabilities Act and is now chairman of Senate Committee Health, Education, Labor, and Pensions (HELP) introduced two bills ensuring greater access to captioning at the movies and on airlines. According to the news release issued March 13 by the HELP Committee:

TSA Shares Tips to Streamline Summer Travel

Jun 11 2012

WASHINGTON – As more than 200 million passengers begin their summer travel, the Transportation Security Administration (TSA) reminds travelers of recent modifications to airport screening procedures and provides tips for travel preparations.  

TSA Launches TSA Cares

Jan 17 2012

WASHINGTON – The Transportation Security Administration (TSA) announced the launch of TSA Cares December 22, 2011, a new helpline number designed to assist travelers with disabilities and medical conditions, prior to getting to the airport. Travelers may call TSA Cares toll free at 1-855-787-2227 prior to traveling with questions about screening policies, procedures and what to expect at the security checkpoint.

AAPR Calls on DOT to Require Subtitles On All Airline Carriers

Mar 22 2010

Hearing Loss Association of America has been advocating for visual access to air travel information for a very long time. We have filed comments with the U.S. Department of Transportation (DOT) and held meetings in concert with other consumer organizations urging DOT to mandate as visual display of audible information at the gates and other areas, as well as providing captions for in-flight videos. DOT requires that captioning be available on all safety and information related videos, but still does not have a mandate for in-flight entertainment, such as movies or other videos provided.