C.F.R. » Title 14 » CHAPTER II—OFFICE OF THE SECRETARY, DEPARTMENT OF TRANSPORTATION (AVIATION PROCEEDINGS) › SUBCHAPTER D—SPECIAL REGULATIONS › PART 382—NONDISCRIMINATION ON THE BASIS OF DISABILITY IN AIR TRAVEL › Subpart K—Complaints and Enforcement Procedures

14 C.F.R. § 382.159

How are complaints filed with DOT?

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(a) Any person believing that a carrier has violated any provision of this part may seek assistance or file an informal complaint at the Department of Transportation no later than 6 months after the date of the incident by either:

(1) Going to the web site of the Department's Aviation Consumer Protection Division at http://airconsumer.ost.dot.gov and selecting “Air Travel Problems and Complaints,” or

(2) Writing to Department of Transportation, Aviation Consumer Protection Division (C-75), 1200 New Jersey Avenue, SE., Washington, DC 20590.

(b) Any person believing that a carrier has violated any provision of this part may also file a formal complaint under the applicable procedures of 14 CFR part 302.

(c) You must file a formal complaint under this part within six months of the incident on which the complaint is based in order to ensure that the Department of Transportation will investigate the matter.

Notes of Decisions
Cited in 4 cases (1 in the last 5 years), 2011–2023 · leading case: Robert Segalman v. Sw. Airlines Co., 895 F.3d 1219 (9th Cir. 2018).
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Robert Segalman v. Sw. Airlines Co., 895 F.3d 1219 (9th Cir. 2018). “§ 46101(a)(4), revoke an air carrier’s 8 The ACAA’s implementing regulations explain how such complaints should be filed, 14 C.F.R. § 382.159 , and require that air carriers designate at least one Complaints Resolution Official (“CRO”) at every airport, id.”
Summers v. Delta Airlines, Inc., 805 F. Supp. 2d 874 (N.D. Cal. 2011). “§ 41705 ; 14 C.F.R. § 382.159 , it does not appear that this administrative enforcement mechanism would provide plaintiffs any remedy or recovery for personal injury claims.”
Lucas Wall v. TSA (D.C. Cir. 2023). “§ 41705 (c)(1); 14 C.F.R. § 382.159 ; 49 U.S.C. § 46110 (a).”
Compass Airlines, LLC v. Montana Dep't of Labor & Indus., 914 F. Supp. 2d 1170 (D. Mont. 2012). “A formal complaint may be filed with the DOT to obtain a full evidentiary hearing, 14 C.F.R. § 382.159 (b), and an adverse decision by the Secretary or the Administrator of the FAA may be appealed to the court of appeals where the complainant resides.”
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