The Transportation Department’s Aviation Consumer Protection Division is supposed to look out for the interests of the traveling public. But a new policy that is quietly being implemented this morning may give the airlines a big break by dramatically reducing the number of complaints reported by the government agency.
Until today, you could send your grievances to the DOT by e-mail. But the department is switching to a new system that requires air travelers to fill out an online form.
We are implementing a new system for filing air travel complaints electronically with our office. Effective this Monday morning (October 1), our web site will include a new page that will allow consumers to file their complaints with us on a web form. This web form will be linked from our web site’s home page as well as the “Air Travel Problems and Complaints” section of the site. The direct URL to the web complaint form is http://airconsumer.ost.dot.gov/escomplaint/es.cfm
As part of this change, effective Monday we will discontinue processing e-mail complaints sent to the e-mail address airconsumer@ost.dot.gov. Starting Monday morning, individuals who send messages to that address will receive an automated reply advising them about the new procedure for filing an electronic complaint with us and directing them to the location of the web form.
“This will significantly reduce the number of complaints received by the DOT, and will cause a false reduction in the numbers that will be publicly reported,” says Todd Curtis, director of the Web site AirSafe.com.
There is no question that forcing travelers to use a Web form would deter some people from writing. I don’t have a problem with offering a form — I actually think that’s a good idea — but refusing to process e-mail complaints, particularly when there’s been no public announcement about this change, is not helpful.
If I didn’t know better, I might conclude that the government watchdogs were cutting the airlines a break. I don’t think they are, at least not intentionally. We’re talking about an underfunded department that is overwhelmed with cases, and that is probably just trying make a little order from the chaos.
This is not the right way to do it.
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Even worse -how about a web form that DOES NOT WORK??? Just tried to use it, and although first name and last name are not on the form, they are required fields… so now when you try to file a complaint you CAN’T!! That will REALLY reduce complaints!!
First name and last name are on the form. You have to pull down the menu item at the top of the page titled “I am: Select One” and choose if you are a passenger, relative of a passenger, Lawyer on behalf of client or Travel agency or other.
Selecting the item that refers to you will open up the first name and last name section of the form.
Ed
web/gadget guru
I did pick I am a passenger, and nothing opened up. Maybe it is only written for certain browsers, or certain code…if so they should have that information on the form!