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HOWTO: Correctly Complain To The Airlines

WSJ scribe Scott McCartney reports that sending a copy of your airline complaint to the Department of Transportation (DOT) will give you a better shot of getting results.

Southwest Airlines Co., for one, says it does special reporting on complaints forwarded from the DOT, and a special report on DOT complaints goes out to company executives. "We pay huge attention to that," says Jim Ruppel, vice president of customer relations.

Here's what to do:

Email
airconsumer@dot.gov

Call
202-366-2220 for voice mail complaints

Snail Mail
Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
400 7th Street, S.W.
Washington, D.C. 20590

Make sure to include:

• name
  
• address
  
• daytime phone number (including area code)
  
• name of the airline or company about which you are complaining
  
• flight date
  
• flight number
  
• origin and destination cities of your trip.
  
• copy of your ticket
  
• copies of any correspondence you've had with the airline

Yeah, that is a laundry list of includes, and there are no guarantees you will get results, but following best practices might just get your complaint heard.

[Photo: Paul Davidson]

Related Stories:
· Taking Airline Complaints to the Government [Wall Street Journal]
· Kick Your Airline Complaint Up A Notch [Consumerist]