Days after a Burlington County, New Jersey man was charged with disruptive, life-threatening behavior, while on an American Airlines flight, a new complaint form was created for for Pennsylvanians encountering hardships with airline travel, including flight delays, cancellations, and boarding problems.
The new form is available on the PA Office of Attorney General website and is a response to an uptick, nationwide, in consumer complaints regarding air travel. The form is the product of Pennsylvania Attorney General Michell Henry’s partnership with the U.S. Department of Transportation to better assist Pennsylvania travelers.
Consumers may file complaints whether they purchased tickets directly, or through an agent or third party.
Residents of Pennsylvania or those who faced airline issues in Pennsylvania are eligible to use the new complaint form. “It is no longer a secret that Pennsylvanians and consumers across the country are finding less and less convenience when traveling by air,” AG Henry said. “This form makes it easier for travelers who encounter problems to file a complaint, and is part of an ongoing initiative with federal partners to hold airlines and agents accountable when they mistreat consumers.”
The forms require information, such as ticket number, flight itinerary, flight date, ticket date purchase, ticket price, and form of payment. The forms also require specifics on what issues were encountered by the traveler. This information will be useful when reviewing and resolving complaints.
The creation of the new aviation consumer complaint form comes following the signing of a Memorandum of Understanding (MOU) between the PA Office of Attorney General and the U.S. Department of Transportation. The MOU outlines how the agencies will work together to review consumer complaints and identify violations of federal aviation consumer protection requirements. The MOU in its entirety can be accessed here.
The Department of Transportation expects to launch a modernized system for handling air travel service complaints later this year. This system is intended to improve the customer experience for the tens of thousands of consumers who file air travel service complaints with the Department each year. The Office of the Attorney General will provide information on how to submit complaints directly to the Department of Transportation in the future.
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