Airports: Navigating Staff Complaints And Your Rights

If you have a complaint about airport staff, there are several avenues you can take to address the issue. It is recommended that you first try to resolve the problem directly with the airline, as they are often best positioned to address your concerns promptly. You can usually do this by speaking to a Customer Service Representative at the airport, who may be able to assist with a range of issues, from stranded passengers to baggage problems. If this does not resolve the issue, you can then consider making a formal complaint with the airline, the DOT (Department of Transportation), or the FAA (Federal Aviation Administration), depending on the nature of your complaint. Each of these bodies has different procedures and requirements for submitting complaints, so be sure to review their guidelines before proceeding.

How to complain about airport staff: a step-by-step guide

Step 1: Contact the airline directly

Before seeking external assistance with your issue, you should first give the airline a chance to resolve it. Airlines have customer service representatives at the airport who can address many problems immediately. If you are unable to reach a resolution at the airport, you may want to file a complaint with the airline.

Step 2: File a complaint with the airline

Airlines are required to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days. They must also make it clear how to complain. This can often be done by email or post to their consumer office. There may also be a form on the airline's website.

Step 3: File a complaint with the DOT

If the airline does not resolve the issue to your satisfaction, you can file a complaint with the US Department of Transportation (DOT). This can be done online or by mail. When mailing a letter, include your full address, email address, phone number, and complete and accurate information about your trip and the problem.

Step 4: Understand the DOT's complaint process

The DOT will forward your complaint to the airline, which will be required to respond to both you and the DOT. The DOT will then review the complaint and the airline's response to determine if a violation occurred. You will receive an analysis of the DOT's findings by mail. Due to the volume of cases, this process may take some time.

Step 5: Understand other complaint avenues

For issues related to airline safety (e.g. airworthiness of aircraft, certification of pilots), visit the Federal Aviation Administration's (FAA) website. For concerns about aviation security (e.g. passenger screening, baggage screening), contact the Transportation Security Administration (TSA) by phone or email. For disability-related issues, ask to speak to the airline's Complaint Resolution Official (CRO), who has the authority to resolve complaints on behalf of the airline.

Who to contact to complain about airport staff

If you have a complaint about airport staff, the first step is to try and resolve the issue with the airline. Airlines have customer service representatives at the airport who can resolve many problems on the spot. If you are unable to resolve the issue with the airline, you can file a complaint with the airline's consumer office at its corporate headquarters. The U.S. Department of Transportation (DOT) requires airlines to acknowledge consumer complaints within 30 days and to provide a written response within 60 days. You can also find information on how and where to submit complaints on the airline's website.

If you are still not satisfied with the resolution, you can file a complaint with the DOT's Office of Aviation Consumer Protection. This can be done through their online complaint form or by mail. When submitting a complaint, be sure to include your full name and contact information, a description of the problem, your booking and flight details, and any supporting documentation. The DOT will then forward your complaint to the airline and require them to respond to you and the DOT.

In addition, if your complaint is related to disability-related issues or discrimination, you can contact the airline's Complaint Resolution Official (CRO), who is the airline's expert in disability-related issues. You can also call the DOT's toll-free hotline for air travelers with disabilities at 1-800-778-4838.

For complaints specifically about airport compliance with Federal grant funds or the transfer of Federal property, you can file an informal or formal complaint with the Federal Aviation Administration (FAA). Informal complaints can be made verbally or in writing, while formal complaints must be made in writing and adhere to certain deadlines and requirements.

What to include in your complaint

When making a complaint about airport staff, it is important to include as much detail as possible. Here are some key things to include:

Details of the Incident

Provide a clear and detailed description of the incident, including the date, time, and location. If there were any witnesses to the incident, be sure to include their contact information as well. A detailed account of the incident will help the relevant authorities understand your complaint and investigate the matter thoroughly.

Staff Member Information

If possible, provide the name and role of the staff member(s) involved in the incident. This information can be crucial in identifying the individuals involved and holding them accountable for their actions. If you cannot provide names, try to include any distinctive features or characteristics that may help identify them.

Your Booking and Flight Details

Include your booking details, such as your ticket or itinerary information, as well as your flight details, including dates, flight numbers, and the cities involved. This information will help identify the specific flight and staff members on duty during the incident.

Description of the Issue

Clearly describe the issue you encountered with the airport staff. Be as specific as possible, outlining the actions or behaviour of the staff member(s) that you believe were inappropriate or unsatisfactory. If you have already attempted to resolve the issue with the staff member(s) involved, include the details of those interactions as well.

Supporting Documentation

Provide any relevant supporting documentation or evidence that may strengthen your complaint. This could include emails, photos, videos, or any other form of documentation that helps demonstrate the validity of your complaint. Such evidence can be crucial in substantiating your claims and facilitating a thorough investigation.

Your Contact Information

Include your full name and up-to-date contact information, such as your physical address, email address, and telephone number. This will ensure that the relevant authorities can easily reach you to discuss your complaint and keep you informed of its progress.

How to complain about disability-related issues with airport staff

Air travel for people with disabilities can be challenging due to infrastructure, information, and customer service barriers at airports. If you experience disability-related issues with airport staff and wish to file a complaint, here is a step-by-step guide to help you through the process:

Step 1: Contact the Airline Directly

Before reaching out to external entities for assistance, it is advisable to first address the issue directly with the airline. Most airlines have customer service representatives at the airport who are authorized to resolve various problems on the spot. These representatives can assist with matters such as arranging meals and accommodations for stranded passengers, providing compensation for bumped flights, and helping with baggage issues.

Step 2: File a Complaint with the Airline

If the issue cannot be resolved at the airport, the next step is to file a formal complaint with the airline. The U.S. Department of Transportation (DOT) mandates that airlines acknowledge consumer complaints within 30 days of receiving them and provide written responses within 60 days. Airlines are also required to clearly state on their websites how and where complaints can be submitted. This is often done through a designated form on the airline's website or by emailing/writing to their consumer office at their corporate headquarters.

Step 3: Contact the DOT

If you feel that the airline's response is unsatisfactory or you experienced unlawful discriminatory treatment based on your disability, you can escalate the issue to the DOT. The DOT will forward your complaint to the airline and require them to respond to both you and the DOT. This process may take some time due to the volume of cases received and the thoroughness of the review process.

Step 4: Await DOT's Analysis and Findings

Once the DOT has received the airline's response, they will review the complaint and response to determine if a violation occurred. The DOT will then mail you an analysis of their findings. It is important to note that the DOT does not investigate every air travel service complaint due to the high volume of cases. However, your complaint will help them identify problem areas and trends in the airline industry, potentially leading to enforcement actions or rule changes.

Additional Resources

The DOT publishes a monthly Air Travel Consumer Report, which includes information about the number of complaints received for each airline and the nature of the problems. This report is publicly available for consumers and air travel companies to compare the complaint records of individual airlines and tour operators. It also contains statistics on flight delays, cancellations, bumping, mishandled baggage, and other relevant information.

How to take further action if you're not satisfied with the response to your complaint

If you're not satisfied with the response to your complaint about airport staff, there are several further actions you can take. Here are some steps you can follow:

• Contact the Airport Management: If your initial complaint was with an individual staff member, you can escalate the issue by contacting the airport's management or customer service department. Explain the situation and express your dissatisfaction with how it was previously handled. Provide any relevant details, such as the date, time, and location of the incident, as well as the names of the staff members involved.
• File a Formal Complaint: Airports usually have a formal complaint process in place. Find out the procedure for filing a formal complaint and follow it. This may involve submitting a written complaint, either through an online form or via mail. Make sure to include all the necessary details and supporting evidence.
• Seek External Assistance: If you feel that your complaint has not been adequately addressed by the airport, you can seek assistance from external organisations or authorities. This could include government consumer protection agencies, transport regulatory bodies, or aviation ombudsman services, depending on your location. They can provide impartial advice and help mediate between you and the airport.
• Engage Legal Options: In some cases, you may need to explore legal avenues to seek redress. Consult with a legal professional to understand your rights and the potential avenues for legal recourse. They can advise you on the best course of action, which may include sending a legal letter, initiating mediation, or pursuing a claim in court.
• Share Your Experience: Consider sharing your experience through online reviews, social media, or other public forums. This can help raise awareness about the issue and put pressure on the airport to address it. However, be mindful to only share factual information and avoid making defamatory statements.
• Contact the Media: If your complaint involves a significant issue or affects a large number of people, you may consider contacting local or national media outlets. They may be interested in investigating and reporting on the story, which can bring attention to the issue and prompt action from the airport.

Remember to keep records of all your communications and responses throughout this process. It's important to remain calm, professional, and persistent in your pursuit of a resolution. Each airport and jurisdiction may have different procedures and options for further action, so be sure to inform yourself of the relevant processes.

Frequently asked questions