Filing DOT Complaints?
Jun 4, 2008 | 7:38 am
#1
Original Poster
Join Date: Mar 2008
Programs: UA 1P, various worthless hotel status levels
Posts: 45
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?
Jun 4, 2008 | 7:44 am
#2
Join Date: Aug 2006
Location: DCA / WAS
Programs: DL 2+ million/PM, YX, Marriott Plt, *wood gold, HHonors, CO Plt, UA, AA EXP, WN, AGR
Posts: 9,386
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.
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.
Jun 4, 2008 | 8:42 am
#3
Join Date: Jul 2006
Programs: AA, UA, Jetblue
Posts: 67
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
