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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.


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.