Filing DOT Complaints?
 

Does anyone have any experiences to share on filing complaints with DOT over poor customer service or other issues? How long does it take to get a response from DOT and what is the process? Did your issue actually get resolved or was it just another place to vent?

DOT's website has an address to which complaints need to be directed.

They will generally send an acknowledgment (and some stupid government pamphlet on consumer rights...) within a 3-4 week period.

Normally DOT passes along the complaint to various regulatory affairs folk within the airline. Sometimes that will result in compensation and/or an equitable resolution, sometimes not. IIRC, the regulatory affairs folks need to respond back to DOT and indicate how they resolved it.

I've probably filed 2-3 complaints with DOT over my 25 years of heavy traveling. In two cases I've received compensation (in one case it was $200 vouchers each for me and my companion), in the other it was some kind of voucher and a promise to treat me better. In the third case, I never heard anything back other than the acknowledgment. In both cases where I got vouchers, I was top-tier in the FF program.

YMMV.

I once have a complaint about United. I went to United customer service asking for compensation for downgrading me. Within a 6 months period, I emailed them several times, no response. I called several times, and been told each time someone will call me back. So i finally contacted DOT via their website. Within 3 days, UA customer service e-mailed me and gave me compensation and that's the end of it. So i think complaining to DOT is effective

Moving this to TravelBuzz! since it is not a UA-specific topic and might be of interest to all FTers.

iluv2fly
Moderator, UA