Guidance Regarding Website Information on Consumer Complaints and Use of Insecticides in Aircraft Cabins

About this Document

The Department of Transportation’s (DOT or Department) Office of Aviation Enforcement and Proceedings (Enforcement Office) is issuing this notice in order to provide guidance to U.S. air carriers, foreign air carriers, and U.S. ticket agents regarding compliance with the aviation consumer information-related requirements contained in the FAA Modernization and Reform Act of 2012 (Act, P.L. 112-95, Feb. 14, 2012). The Act requires U.S. and foreign air carriers operating scheduled service using aircraft originally designed to have 30 or more passenger seats to post on or before April 14, 2012, certain contact information on their websites in order to facilitate a consumer’s ability to file a complaint.

More specifically, the Act requires covered airlines to include on their websites the email address, telephone number, and mailing address of the carrier for the submission of complaints by passengers about air travel service problems, as well as the web and mailing addresses of the Department’s Aviation Consumer Protection Division (ACPD). This guidance document also addresses the requirements in the Act that U.S. and foreign air carriers post the DOT consumer hotline telephone number on their websites, on e-ticket confirmations, and at airport ticket counters in the U.S., as well as the requirement that a U.S carrier, foreign air carrier, or ticket agent selling tickets, in the U.S., for a flight in foreign air transportation refer the ticket purchaser to the Department’s website on the use of insecticides in passenger aircraft.