I have heard horror stories about travelers being groped during random security screenings at various airports post 9-11. I have also been chosen at random and experienced “pat-downs” that have left me a bit uneasy, but nothing that would prompt me to file a formal compliant. My business-traveling friend who flies three times a week says I should consider myself lucky. She has been groped in ways that have made for terse conversations with workers at the Transportation Security Administration.
So what do you do when questionable practices occur on your flight or during your security screening process? I found out that there are three different agencies that deal with aviation-related complaints. I have added them to my address book. (Perhaps, you will think of doing the same with the hope that you will never have to use them.)
The Aviation Consumer Protection Division (ACPD) operates a complaint handling system for consumers who experience air travel service problems. You can call, write or e-mail the ACPD to register your concerns about airline service. (I suggest you also contact the individual airline that you had a problem with.) The ACPD’s 24 hour hotline is: (202) 366-2220. Calls are returned Monday through Friday, generally between 7:30 a.m. and 5:00 p.m. Eastern time.
Letters can be sent to:
Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
400 7th Street, S.W.
Washington, D.C. 20590
If you write, you should also include a copy of your airline ticket (not the original) and any correspondence you have already exchanged with the company.
You can send e-mail complaints to airconsumer@dot.gov. E-mails will be reviewed and acknowledged and will be forwarded to an airline official for further consideration
Whether you call, write or e-mail, you are asked to briefly describe your problem and be sure to include your name, address, daytime phone number, name of airline about which you are complaining, flight date and flight number, and the origin and destination of your trip.
If you have a complaint about airline safety you need to contact the Federal Aviation Administration. Their number is: 1-800-255-1111. If your complaint is regarding aviation security you need to contact the Transportation Security Administration at www.tsa.gov/public/contactus.