Dot Launches Faster, More Secure System For Airline Complaints

FAA, DOT reveal plans to modernize air traffic control, reduce delays

In the wake of technology failures at Newark Liberty International Airport, the plans are aimed at improving safety and efficiency for air travel.

• The Department of Transportation (DOT) launched a modernized system for air travel-related consumer complaints.
• The updated system replaces outdated 1990s technology, enabling faster complaint processing and resolution.
• The DOT encourages travelers to first attempt resolving issues directly with airlines or travel agencies before filing a complaint.

The Department of Transportation announced an updated process for travelers to file air travel-related complaints. The agency said Wednesday, Aug. 13, that the change would make the resolution process more streamlined.

According to the DOT, the complaint system previously relied on technology from the 1990s, which slowed the process for airlines and ticket agents to receive copies of the complaint and work toward its resolution.

The new system, which users can access online, will automatically notify relevant parties once a complaint is filed.

“I’m committed to making USDOT work better for the American people. By modernizing our technology and getting rid of outdated legacy systems, we can better serve the traveling public and maximize efficiencies,” Transportation Secretary Sean P. Duffy said in a statement.

The DOT said the new system also improves data and privacy protection for users.

The agency recommends travelers try to resolve their issue directly with the airline or their travel agency before filing a consumer complaint.

Consumer complaints help the DOT's Office of Aviation Consumer Protection (OCAP) track industry trends and identify when enforcement action is needed for a particular problem.

"For civil rights complaints, OACP will investigate every complaint that it receives and provide its findings to the consumer at the conclusion of the investigation," the agency's website explains. "For all other complaints, OACP is not able to respond to each complaint individually given the volume of complaints received. Although OACP does not respond to individual consumers who file complaints not involving civil rights, OACP will review and analyze non-civil rights related complaints from consumers when conducting targeted or sample reviews to determine airlines’ and travel agencies’ compliance with aviation consumer protection requirements."

Zach Wichter is a travel reporter and writes the Cruising Altitude column for USA TODAY. He is based in New York and you can reach him at zwichter@usatoday.com.