NOTICE
We make every effort to keep Fly-Rights up to date, but
airlines frequently change the way they do business. So by
the time you read this a few procedures we explain may be
different. Contact DOT or your airline or travel agent if
you have any questions.
The elimination of government economic regulation
of the airlines has resulted in lower fares and a wide
variety of price/service options. In this new
commercial environment, consumers have had to
take a more active role in choosing their air service
by learning to ask a number of questions.
-Am I more concerned with price or
scheduling? Am I willing to fly at an odd hour if it
means saving $25?
-Will the airline penalize me for changing my
reservation?
-What will the airline do for me if it cancels
my flight?
This booklet is designed to explain your
rights and responsibilities as an air traveler. We
hope it helps you become a resourceful consumer.
Because of the emphasis on price competition,
consumers may choose from a wide variety of air
fares. Some airlines are trying a ôback to basicsö
approachùoffering flights at bargain basement
prices with few extras.
For fare information, you can contact a
travel agent, another ticket outlet or an airline
serving the places you want to visit. Ask them to tell
you the names of all airlines flying there. A travel
agent can find virtually all airlines fares in his or
her computer. Or, if you prefer you can call each
airline to ask about the fares they charge,
particularly any special promotional fares they may
be offering at the time. You can also pay attention to
newspaper and radio ads, where airlines advertise
many of the discount plans that apply to your city.
Finally, be alert to new companies serving the
market. They may offer lower fares or different
services than older established airlines.
Here are some tips to help you decide
among air fares:
Be flexible in your travel plans in order to get the
lowest fare. The best deals may be limited to travel
on certain days of the week or particular hours of the
day. After you get a fare quote, ask the reservations
agent if you could save even more by leaving a day
earlier or later, or by taking a different flight on the
same day.
Plan as far ahead as you can. Some airlines set aside
only a few seats on each flight at the lower rates.
The real bargains often sell out very quickly. On the
other hand, air carriers sometimes make more
discount seats available later. If you had decided
against a trip because the discount fare you wanted
was not available on the desired date, try again,
especially just before the advance-purchase
deadline.
Some airlines may have discounts that others don't
offer. In a large metropolitan area, the fare could
depend on which airport you use. Also, a connection
(change of planes) or a one-stop flight is sometimes
cheaper than a nonstop.
Find out what will happen if you switch flights or dates.
Does the air fare include types of service that
airlines have traditionally provided, such as meals or
free baggage handling? If you have a connection
involving two airlines, will your bags be
transferred? Can you get advance seat assignments?
If you are stranded, will the ticket be good on
another carrier at no extra charge? Will the first
airline pay for meals or hotel rooms during the wait?
Many discount fares are non-refundable; if you buy
one of these fares and later cancel your trip, you will
not get your money back. Some fares also have a
penalty for changing flights or dates even if you
don't want a refund. You may also have to pay any
difference in air fares if your fare is not available on
the new flight.
Some airlines will not increase the fare after the
ticket is issued and paid for. (Simply holding a
reservation without a ticket does not guarantee the
fare.) Other airlines may reserve the right to collect
more money from you if the fare that you had
purchased goes up before departure time. Find out
from the airline before you buy your ticket what its
policy is on assessing fare increases after the ticket
is purchased.
After you buy your ticket, call the airline or travel
agent once or twice before departure to check the
fare. Fares change all the time, and if that same fare
goes down before you fly, some airlines will refund
the difference. But you have to ask.
Differences in air fares can be substantial. Careful
comparison shopping among airlines does take time,
but it can lead to real savings.
Once you decide when and where you want to go, and
which airline you want to use, getting reservations
and tickets is a fairly simple process. You can make
all of your arrangements by telephone, at the
airlines ticket office, or through a travel agent or
other ticket outlet. There are a few potential pitfalls,
however, and these pointers should help you avoid
them.
If your travel plans fall into a busy period, call for
reservations early. Flights for holidays may sell out
weeksùsometimes monthsùahead of time. Don't
buy a standby fare or an open return ticket if you
need to fly during a high-demand period, especially
the end of August. You could be stranded for a week
or more before a seat becomes available.
Ask the reservations agent for your flight's on-time
performance code.
Ask the reservations agent to give you the on-time
performance code for any flights that you are
considering. This is a one-digit code in the
reservations computer that shows how often that
flight arrived on time (within 15 minutes) during the
most recent reported month. For example, an ô8ö
means that flight arrived within 15 minutes of the
scheduled arrival time between 80% and 89.9% of
the time. If you are deciding between two flights
with similar schedules and fares, you may want to
choose the one with the better on-time record. (Only
the largest U.S. airlines are required to maintain
these codes.)
When you make a reservation, be sure the agent
records the information accurately. Before you hang
up or leave the ticket office, review all of the
essential information with the agentùthe spelling of
your name, the flight numbers and travel dates, and
the cities you are traveling between. If there is more
than one airport at either city, be sure you check
which one you'll be using. It's also important to
give the airline your home and work telephone
numbers so they can let you know if there is any
change in their schedule.
Your ticket will show the flight number, departure
time, date, and status of your reservation for each
flight of your itinerary. The ôstatusö box is
important. ôOKö means you're confirmed. Anything
else means that the reservation is not yet certain
(e.g., waitlisted).
A direct (or through) flight can have one or
more stops. Sometimes flights with only one flight
number can even involve a change of planes. Ask
about your exact routing.
If you are flying to a small city and your flight
number has four digits, you may be booked on a
commuter airline that has an agreement with the
major carrier in whose name the flight is held out. If
you are unsure, ask the reservations agent about the
airline and the aircraft type; these flights are
identified in the computer.
When a reservations agent asks you to buy your
tickets by a specific time or date, this is a deadline.
And if you don't make the deadline, the airline may
cancel your reservations without telling you.
Try to have your tickets in hand before you go to the
airport. This speeds your check-in and helps you
avoid some of the tension you might otherwise feel
if you had to wait in a slow-moving ticketing line
and worry about missing your flight.
If your reservations are booked far enough ahead of
time, the airline may offer to mail your tickets to
you. However, if you don't receive the tickets and
the airline's records show that they mailed them,
you may have to go through cumbersome lost-ticket
procedures (see the end of this chapter). It is safer to
check the telephone directory for a conveniently
located travel agency or airline ticket office and buy
your tickets there.
As soon as you receive your ticket check to make
sure all the information on it is correct, especially
the airports (if any of the cities have more than one)
and the flight dates. Have any necessary corrections
made immediately.
Bring a photo I.D. when you fly, and have your
airline ticket issued using your name as it appears on
that I.D. Many airlines are requesting such
identification at check-in in order to reduce the re-
selling of discount tickets. (Airlines don't permit
tickets to be sold or given to other persons.) On
international flights, make sure your name is the
same on your ticket and your passport. If your name
has recently changed and the name on your ticket
and your I.D. are different, bring documentation of
the change (e.g., a marriage certificate or court
order).
It's a good idea to reconfirm your reservations
before you start your trip; flight schedules
sometimes change. On international trips, most
airlines require that you reconfirm your onward or
return reservations at least 72 hours before each
flight. If you don't, your reservations may be
canceled.
Check your ticket as you board each flight to ensure
that only the correct coupon has been removed by
the airline agent.
Paying for and refunding airline
tickets
If you plan to pay in person and with your own bank
check, take at least two forms of identification with
you like a driver's license, major credit card, or
employee I.D. card. Particularly when you purchase
tickets far from your home town, airlines, travel
agencies and other ticket outlets will want to
confirm your identity.
Count your ticket coupons after checking in for each
flight.
If you paid for your ticket with cash and you have a
refundable fare, you can often get an immediate
refund from the issuing airline or travel agency. If
you paid by personal check, the refund will gen-
erally have to be mailed to you. NOTE: In some
cases tickets purchased overseas in foreign currency
can only be refunded in that same currency and
country, due to foreign government monetary
restrictions. Keep this in mind if you are considering
buying a ticket in a foreign country.
When you pay by credit card, your charge account is
billed whether you use your tickets or not. You
won't receive credit unless the original unused
tickets are returned to the airline. You usually can't
get a cash refund for a credit card purchase.
If you buy your tickets with a credit card and then
change your flights, the ticket agent may want to
credit the amount of the old tickets and issue another
set with a second charge to your account. You may
want to insist that the value of your old tickets be
applied to the new ones, with the difference in price
charged or credited to your account. While this
creates a little extra work for the airlines, it prevents
double-billing to your charge account.
Airline tickets should be treated like cash; lost tickets
are not easy to refund.
Payment by credit card provides certain protections
under federal credit laws. When a refund is due, the
airline must forward a credit to your card company
within seven business days after receiving a
complete refund application. If you paid by credit
card for a refundable fare and you have trouble
getting a refund that you are due, report this in
writing to your credit card company. If you write to
them within 60 days from the time that they mailed
your first monthly statement showing the charge for
the airline ticket, the card company should credit
your account even if the airline doesn't. This
procedure is particularly useful if your airline ceases
operations before your flight.
Lost tickets
Airline tickets are similar to negotiable documents.
Because of this, refunds can be difficult to obtain if
tickets are lost or stolen. Many passengers believe
that air tickets can be replaced as easily as travelers
checks just because the reservation is in the
computer, but that is not the case.
Your ticket number may be shown on your
credit card receipt or travel agency itinerary. If it is
not, jot down the number on a sheet of paper and
carry it separately from your ticket. Bring it with
you on your trip. If the ticket does go astray, the
airline can process your refund application more
quickly, and perhaps issue an on-the-spot
replacement ticket, if you can give them this
number.
You should report a lost ticket immediately
to the airline that is shown as the issuing carrier at
the top of the ticket. You may be required to
repurchase a ticket in order to continue your trip. If
you no longer meet all of the restrictions on your
discount fare (e.g., seven-day advance purchase) the
new ticket may cost more than the old one did. In
that event, however, it is generally the higher fare
that is eventually refunded, as long as you don't
change any of the cities, flights or dates on your trip.
Once the airline establishes that you
actually bought the ticket, they will begin processing
your refund application. There is often a waiting
period of two to six months. If anyone uses or
cashes in your ticket while the refund is pending, the
airline may refuse to give you your money back.
Finally, there is a handling charge that the airline
may deduct from the refund.
All in all, getting a refund or replacement
for a lost ticket is a lot of trouble, and there's no
guarantee you'll receive either one. So the best
advice is don't lose the ticket in the first place.
Airlines don't guarantee their schedules, and you
should realize this when planning your trip. There
are many things that canùand often doùmake it
impossible for flights to arrive on time. Some of
these problems, like bad weather, air traffic delays,
and mechanical repairs, are hard to predict and
beyond the airlines control.
If your flight is delayed, try to find out how
late it will be. But keep in mind that it is sometimes
difficult for airlines to estimate the total duration of
a delay during its early stages. In so-called ôcreeping
delays, developments occur which were not
anticipated when the carrier made its initial estimate
of the length of the delay. Weather that had been
forecast to improve can instead deteriorate, or a
mechanical problem can turn out to be more
complex than initially determined.
If the problem is with local weather or air
traffic control, all flights will probably be late and
there's not much you or the airline can do to speed
up your departure. If there's a mechanical problem
with the plane for your particular flight or if the
crew is delayed on an incoming flight, you might be
better off trying to arrange another flight, as long as
you don't have to pay a cancellation penalty or
higher fare for changing your reservations. (It is
sometimes easier to make such arrangements from a
pay phone than at a ticket counter.) If you find a
flight on another airline, ask the first airline to
endorse your ticket to the new carrier; this could
save you a fare increase. Remember, however, that
there is no rule requiring them to do this.
If your flight is canceled, most airlines will
rebook you on the first flight of theirs to your
destination on which space is available, at no
additional charge. If this involves a significant delay
find out if another carrier has space, and ask the first
airline to endorse your ticket. Finding extra seats
may be difficult, however, especially over holidays
and other peak travel times.
A departure early in the day is less likely to be delayed
than a later flight.
Each airline has its own policies about what
it will do for delayed passengers waiting at the
airport; there are no federal requirements. If you are
delayed, ask the airline staff if they will pay for
meals or a phone call. Some airlines, often those
charging very low fares, do not provide any
amenities to stranded passengers. Others may not
offer amenities if the delay is caused by bad weather
or something else beyond the airline's control.
Contrary to popular belief, airlines are not
required to compensate passengers whose flights are
delayed or canceled. As discussed in the chapter on
overbooking, compensation is required by law only
when you are ôbumpedö from a flight that is
oversold. Airlines almost always refuse to pay
passengers for financial losses resulting from a
delayed flight. If the purpose of your trip is to close
a potentially lucrative business deal, to give a speech
or lecture, to attend a family function, or to be
present at any time-sensitive event, you might want
to allow a little extra leeway and take an earlier
flight. In other words, airline delays and
cancellations aren't unusual, and defensive counter-
planning is a good idea when time is your most
important consideration.
When booking your flight remember that a
departure early in the day is less likely to be delayed
than a later flight, due to cripple effects throughout
the day. Also, if an early flight does get delayed or
canceled, you have more rerouting options. If you
book the last flight of the day and it is canceled, you
could get stuck overnight.
You may select a connection (change of
planes) over a nonstop or direct flight because of the
convenient departure time or lower fare. However, a
change of planes always involves the possibility of a
misconnection.
If you have a choice of connections and the fares
and service are equivalent, choose the one with the least-congested
connecting airport, so it will be easier to get to your
second flight. You may wish to take into
consideration the potential for adverse weather if
you have a choice of connecting cities. When
making your reservation for a connection, always
check the amount of time between flights. Ask
yourself what will happen if the first flight is
delayed; if you don't like the answer, pick another
flight or ask the agent to construct a connection
that allows more time.
Overbooking is not illegal, and most airlines overbook
their scheduled flights to a certain extent in order to
compensate for ôno-shows.ö Passengers are
sometimes left behind or ôbumpedö as a result.
When an oversale occurs, the Department of
Transportation (DOT) requires airlines to ask
people who aren't in a hurry to give up their seats
voluntarily, in exchange for compensation. Those
passengers bumped against their will are, with a few
exceptions, entitled to compensation.
Voluntary bumping
Almost any group of airline passengers includes
some people with urgent travel needs and others
who may be more concerned about the cost of their
tickets than about getting to their destination on
time. Our rules require airlines to seek out people
who are willing to give up their seats for some
compensation before bumping anyone involuntarily.
Here's how this works.
At the check-in or boarding area, airline
employees will look for volunteers when it appears
that the flight has been oversold. If you're not in a
rush to arrive at your next destination, you can give
your reservation back to the airline in exchange for
compensation and a later flight.
But before you do this, you may want to
get answers to these important questions:
When is the next flight on which the airline can
confirm your seat? The alternate flight may be just
as acceptable to you. On the other hand, if they offer
to put you on standby on another flight that's full,
you could be stranded.
Will the airline provide other amenities such as free
meals, a hotel room, phone calls, or ground
transportation? If not, you might have to spend the
money they offer you on food or lodging while you
wait for the next flight.
DOT has not said how much the airline has
to give volunteers. This means carriers may
negotiate with their passengers for a mutually
acceptable amount of moneyùor maybe a free trip
or other benefits. Airlines give employees guidelines
for bargaining with passengers, and they may select
those volunteers willing to sell back their
reservations for the lowest price.
If the airline offers you a free ticket, ask
about restrictions. How long is the ticket good for?
Is it ôblacked outö during holiday periods when you
might want to use it? Can it be used for international
flights? Most importantly, can you make a
reservation, and if so, how far before departure are
you permitted to make it?
Involuntary bumping
DOT requires each airline to give all passengers
who are bumped involuntarily a written statement
describing their rights and explaining how the
carrier decides who gets on an oversold flight and
who doesn't. Those travelers who don't get to fly
are frequently entitled to an on-the-spot payment of
denied boarding compensation. The amount depends
on the price of their ticket and the length of the
delay:
If you are bumped involuntarily and the airline
arranges substitute transportation that is scheduled
to get you to your final destination (including later
connections) within one hour of your original
scheduled arrival time, there is no compensation.
If the airline offers you a free ticket, ask about
restrictions
If the airline arranges substitute transportation that is
scheduled to arrive at your destination between one
and two hours after your original arrival time
(between one and four hours on international
flights), the airline must pay you an amount equal to
your one-way fare to your final destination, with a
$200 maximum.
If the substitute transportation is scheduled to get
you to your destination more than two hours later
(four hours internationally), or if the airline does not
make any substitute travel arrangements for you, the
compensation doubles (200% of your fare, $400
maximum).
You always get to keep your original ticket and use
it on another flight. If you choose to make your own
arrangements, you can request an ôinvoluntary
refundö for the ticket for the flight you were bumped
from. The denied boarding compensation is
essentially a payment for your inconvenience.
Like all rules, however, there are a few
conditions and exceptions:
To be eligible for compensation, you must have a
confirmed reservation. An ôOKö in the Status box of
your ticket qualifies you in this regard even if the
airline can't find your reservation in the computer,
as long as you didn't cancel your reservation or miss
a reconfirmation deadline.
You must meet the airlines deadline for buying
your ticket. Discount tickets must usually be
purchased within a certain number of days after the
reservation was made. Other tickets normally have
to be picked up no later than 30 minutes before the
flight.
You must appear at the gate at least 10 minutes before
departure, even if you already have a boarding pass and
seat assignment.
In addition to the ticketing deadline, each airline has
a check-in deadline, which is the amount of time
before scheduled departure that you must present
yourself to the airline at the airport. For domestic
flights most carriers have a deadline of 10 minutes
before scheduled departure, but some can be an hour
or longer. (Many airlines require passengers with
advance seat assignments to check in 30 minutes
before scheduled departure, even if they already
have advance boarding passes. If you miss this
deadline you may lose the specific seats you were
promised, although not the reservation itself.)
Check-in deadlines on international flights can be as
much as three hours before scheduled departure
time, due partially to security procedures. Some
airlines may simply require you to be at the
ticket/baggage counter by this time; most, however,
require that you get all the way to the boarding area.
If you miss the ticketing or check-in deadline, you
may have lost your reservation and your right to
compensation if the flight is oversold.
As noted above, no compensation is due if the
airline arranges substitute transportation which is
scheduled to arrive at your destination within one
hour of your originally scheduled arrival time.
If the airline must substitute a smaller plane for the
one it originally planned to use, the carrier isn't
required to pay people who are bumped as a result.
The rules do not apply to charter flights, or to
scheduled flights operated with planes that hold 60
or fewer passengers. They don't apply to
international flights inbound to the United States,
although some airlines on these routes may follow
them voluntarily. Also, if you are flying between
two foreign cities from Paris to Rome, for
exampleùthese rules will not apply. The European
Community has a rule on bumpings that occur in an
EC country; ask the airline for details, or contact
DOT.
The best way to avoid getting 'bumped' is to check in
early.
The most effective way to reduce the risk
of being bumped is to get to the airport early. On
oversold flights the last passengers to check in are
usually the first to be bumped, even if they have met
the check-in deadline. Allow extra time; assume that
the airport access road is backed up, the parking lot
is full, and there is a long line at the check-in
counter. However, if you arrive so early that your
airline has another flight to your destination leaving
before the one that you are booked on, either switch
to the earlier flight or don't check your bag until
after the first flight leaves. If you check your bag
right away, it might get put on the earlier flight and
remain unattended at your destination airport for
hours.
Airlines may offer free transportation on
future flights in place of a check for denied boarding
compensation. However, if you are bumped
involuntarily you have the right to insist on a check
if that is your preference. Once you cash the check
(or accept the free flight), you will probably lose the
right to demand more money from the airline later
on. However, if being bumped costs you more
money than the airline will pay you at the airport,
you can try to negotiate a higher settlement with
their complaint department. If this doesn't work,
you usually have 30 days from the date on the check
to decide if you want to accept the amount of the
check. You are always free to decline the check and
take the airline to court to try to obtain more
compensation. The government's denied boarding
regulation spells out the airlines' minimum
obligation to people they bump involuntarily.
Finally, don't be a ôno-show.ö If you are
holding confirmed reservations you don't plan to
use, notify the airline. If you don't, they will cancel
all onward or return reservations on your trip.
Between the time you check your luggage in and the
time you claim it at your destination, it may have
passed through a maze of conveyor belts and
baggage carts; once airborne, baggage may tumble
around the cargo compartment if the plane hits
rough air. In all fairness to the airlines, however,
relatively few bags are damaged or lost. With some
common-sense packing and other precautions, your
bags will probably be among the ones that arrive
safely.
Packing
You can pack to avoid problems. Some items should
never be put into a bag you plan to check into the
cargo compartment:
Small valuables: cash, credit cards, jewelry,
cameras.
Critical items: medicine, keys, passport, tour
vouchers, business papers.
Irreplaceable items: manuscript, heirlooms.
Fragile items: eyeglasses, glass containers,
liquids.
Things like this should be carried on your person or
packed in a carry-on bag that will fit under the seat.
Remember, the only way to be sure your valuables
are not damaged or lost is to keep them with you.
Even if your bag is not lost, it could be
delayed for a day or two. Don't put perishables in a
checked bag; they may spoil if it is delayed. It is
wise to put items that you will need during the first
24 hours in a carry-on bag (e.g. toiletries, a change
of underwear).
Check with the airline for its limits on the
size, weight, or number of carry-on pieces. (There is
no single federal standard.) If you are using more
than one airline, check on all of them. Inquire about
your flight; different airplanes can have different
limits. Don't assume that the flight will have
unlimited closet space for carry-on garment bags;
some may have to be checked. If you plan to go
shopping at your destination and bring your
purchases aboard as carry-on, keep the limits in
mind. If you check these purchases, however, carry
the receipts separately; they may be necessary for a
claim if the merchandise is lost or damaged. Don't
put anything into a carry-on bag that could be
considered a weapon (e.g. scissors, pen knife).
Bring toiletries and a change of underwear in a carry-
on bag, in case your checked luggage is delayed.
Checked baggage is also subject to limits.
On most domestic and international flights, it's two
checked bags (three if you don't have any carry-on
luggage). There can be an extra charge if you bring
more, or if you exceed the airline's limits on the size
of the bags.
On some flights between two foreign cities,
your allowance may be based on the weight of the
bags rather than the number of pieces. The same two
bags that cost you nothing to check when you
started your trip could result in expensive excess-
baggage charges under a weight system. Ask the
airlines about the limit for every segment of your
international trip before you leave home, especially
if you have a stopover of a day or two or if you are
changing carriers.
The bags you check should be labeledù
inside and outùwith your name, address and phone
number. Add the name and address of a person to
contact at your destination if it's practical to do so.
Almost all of the bags that are misplaced by airlines
do turn up sooner or later. With proper labeling, the
bag and its owner can usually be reunited within a
few hours.
Don't overpack a bag. This puts pressure
on the latches, making it easier for them to pop
open. Also, lock your bags. The locks aren't very
effective against pilferage, but they help to keep the
latches from springing.
If you plan to check any electrical
equipment, glassware, small appliances, pottery,
typewriters, musical instruments or other fragile
items, they should be packed in a container
specifically designed to survive rough handling*
preferably a factory-sealed carton or a padded hard-
shell carrying case.
Check-in
Don't check in at the last minute. Even if you make
the flight, your bag may not. If you miss the airline's
check-in deadline, the carrier might not assume
liability for your bag if it is delayed or lost.
If you have a choice, select flights that
minimize the potential for baggage disruption. The
likelihood of a bag going astray increases from #1 to
#4 below (i.e., #1 is safest):
1) nonstop flight
2) direct or æthrough' flight (one or more
stops, but no change of aircraft)
3) online connection (change of aircraft but
not airlines)
4) interline connection (change of aircraft and
airlines)
When you check in, remove straps and
hooks from garment bags that you are sending as
checked baggage. These can get caught in baggage
processing machinery, causing damage to the bag.
The airline will put baggage destination
tags on your luggage and give you the stubs to use
as claim checks. Make sure you get a stub for every
bag. Don't throw them away until after you get your
bags back and you check the contents. Not only will
you need them if a claim is necessary, but you may
need to show them to security upon leaving the
baggage-claim area.
Each tag has a three-letter code and flight
number that show the baggage sorters on which
plane and to which airport your luggage is supposed
to go. Double-check the tag before your bags go
down the conveyor belt. (The airline will be glad to
tell you the code for your destination when you
make reservations or buy your tickets.) Your bags
may only be checked to one of your intermediate
stops rather than your destination city if you must
clear Customs short of your final destination, or if
you are taking a connection involving two airlines
that don't have an interline agreement. Be sure all of
the tags from previous trips are removed from your
bag, since they may confuse busy baggage handlers.
Claiming your bags
Many bags look alike. After you pull what you think
is your bag off the carousel, check the name tag or
the bag tag number.
Remove straps and hooks from garment bags; they can
get caught in the machinery.
If your bag arrives open, unlocked or
visibly damaged, check right away to see if any of
the contents are missing or damaged. Report any
problems to the airline before leaving the airport;
insist on filling out a form. Open your suitcase
immediately when you get to where you are staying.
Any damage to the contents or any pilferage should
be immediately reported to the airline by telephone.
Make a note of the date and time of the call, and the
name and telephone number of the person you spoke
with. Follow up immediately with a certified letter
to the airline.
Damage
If your suitcase arrives smashed or torn, the airline
will usually pay for repairs. If it can't be fixed, they
will negotiate a settlement to pay you its depreciated
value. The same holds true for belongings packed
inside.
Airlines may decline to pay for damage
caused by the fragile nature of the broken item or
inadequate packing, rather than the airline's rough
handling. Carriers may also refuse to give you
money for your damaged items inside the bag when
there's no evidence of external damage to the
suitcase. But airlines generally don't disclaim
liability for fragile merchandise packed in its
original factory sealed carton, a cardboard mailing
tube, or other container designed for shipping and
packed with protective padding material.
When you check in, airline personnel
should let you know if they think your suitcase or
package may not survive the trip intact. Before
accepting a questionable item, they will ask you to
sign a statement in which you agree to check it at
your own risk. But even if you do sign this form, the
airline might be liable for damage if it is caused by
its own negligence shown by external injury to the
suitcase or package.
Delayed bags
If you and your suitcase don't connect at your
destination, don't panic. The airlines have very
sophisticated systems that track down about 98% of
the bags they misplace and return them to their
owners within hours. In many cases they will absorb
reasonable expenses you incur while they look for
your missing belongings. You and the airline may
have different ideas of what's reasonable, however,
and the amount they will pay is subject to
negotiation.
If your delayed bag is declared lost, you will have to
fill out a second form.
If your bags don't come off the conveyor
belt, report this to the airline before you leave the
airport. Insist that they fill out a form and give you a
copy, even if they say the bag will be in on the next
flight. If the form doesn't contain the name of the
person who filled it out, ask for it. Get an
appropriate phone number for following up (not the
Reservations number). Don't assume that the airline
will deliver the bag without charge when it is found;
ask them about this.
Most carriers set guidelines for their airport
employees that allow them to disburse some money
at the airport for emergency purchases. The amount
depends on whether or not you're away from home
and how long it takes to track down your bags and
return them to you.
If the airline does not provide you a cash
advance, it may still reimburse you later for the
purchase of necessities. Discuss with the carrier the
types of articles that would be reimbursable, and
keep all receipts.
If the airline misplaces sporting equipment,
it will sometimes pay for the rental of replacements.
For replacement clothing or other articles, the carrier
might offer to absorb only a portion of the purchase
cost, on the basis that you will be able to use the
new items in the future. (The airline may agree to a
higher reimbursement if you turn the articles over to
them.)
When you've checked in fresh foods or any
other perishable goods and they are ruined because
their delivery is delayed, the airline won't reimburse
you. Carriers may be liable if they lose or damage
perishable items, but they won't accept
responsibility for spoilage caused by a delay in
delivery.
Airlines are liable for provable
consequential damages up to the amount of their
liability limit (see below) in connection with the
delay. If you can't resolve the claim with the
airline's airport staff, keep a record of the names of
the employees with whom you dealt, and hold on to
all travel documents and receipts for any money you
spent in connection with the mishandling. (It's okay
to surrender your baggage claim tags to the airline
when you fill out a form at the airport, as long as
you get a copy of the form and it notes that you gave
up the tags.) Call or write the airline's consumer
office when you get home.
Lost luggage
Once your bag is declared officially lost, you will
have to submit a claim. This usually means you have
to fill out a second, more detailed form. Check on
this; failure to complete the second form when
required could delay your claim. Missing the
deadline for filing it could invalidate your claim
altogether. The airline will usually refer your claim
form to a central office, and the negotiations
between you and the airline will begin. If your flight
was a connection involving two carriers, the final
carrier is normally the one responsible for
processing your claim even if it appears that the first
airline lost the bag.
Airlines don't automatically pay the full
amount of every claim they receive. First, they will
use the information on your form to estimate the
value of your lost belongings. Like insurance
companies, airlines consider the depreciated value of
your possessions, not their original price or the
replacement costs.
If you're tempted to exaggerate your claim,
don't. Airlines may completely deny claims they
feel are inflated or fraudulent. They often ask for
sales receipts and other documentation to back up
claims, especially if a large amount of money is
involved. If you don't keep extensive records, you
can expect to dicker with the airline over the value
of your goods.
Generally, it takes an airline anywhere
from six weeks to three months to pay you for your
lost luggage. When they tender a settlement, they
may offer you the option of free tickets on future
flights in a higher amount than the cash payment.
Ask about all restrictions on these tickets, such as
ôblackoutö periods and how far before departure you
are permitted to make a reservation.
Limits on liability
The airlines' domestic liability limit is generally
$1250 per person.
If your bags are delayed, lost or damaged on a
domestic trip, the airline can invoke a ceiling of
$1250 per passenger on the amount of money they'll
pay you. When your luggage and its contents are
worth more than that, you may want to purchase
ôexcess valuation,ö if available, from the airline as
you check in. This is not insurance, but it will
increase the carrier's potential liability. The airline
may refuse to sell excess valuation on some items
that are especially valuable or breakable, such as
antiques, musical instruments, jewelry, manuscripts,
negotiable securities and cash.
On international trips, the liability limit is
set by a treaty called the Warsaw Convention.
Unless you buy excess valuation, the liability limit is
$9.07 per pound ($20 per kilo). In order to limit its
liability to this amount, the airline must use one of
the following procedures:
1) The carrier weighs your bags at check-in
and records this weight on your ticket. The
airline's maximum liability to you is that
weight multiplied by $9.07 (or by $20, if
the weight was recorded in kilos).
2) Instead of weighing your luggage, the
carrier assumes that each of your bags
weighs the maximum that it agrees to
accept as checked baggage, usually 70
pounds (32 kilos). This yields a liability
limit of about $640 per bag.
This international limit also applies to domestic
segments of an international journey. This is the
case even if the domestic and international flights
are on separate tickets and you claim and re-check
your bag between the two flights.
Keep in mind that the liability limits are
maximums. If the depreciated value of your property
is worth less than the liability limit, this lower
amount is what you will be offered. If the airline's
settlement doesn't fully reimburse your loss, check
your homeowner's or renter's insurance; it
sometimes covers losses away from the residence.
Some credit card companies and travel agencies
offer optional or even automatic supplemental
baggage coverage.
Hazardous Items
Except for toiletries and medicines totaling no more
than 75 ounces, it is illegal and extremely
dangerous to carry on board or check in your
luggage any of the following hazardous materials:
Hazardous materials
Aerosols*Polishes, waxes, degreasers, cleaners,
etc.
Corrosives*Acids, cleaners, wet cell batteries,
etc.
Flammables*Paints, thinners, lighter fluid,
liquid reservoir lighters, cleaners, adhesives, camp
stoves or portable gas equipment with fuel, etc.
Explosives*Fireworks, flares, signal devices,
loaded firearms, gunpowder, etc. (Small arms
ammunition for personal use may be transported
in checked luggage if it is securely packed in
material designed for that purpose. These may not
be placed in carry-on baggage.)
Radioactives*Betascopes,
radiopharmaceuticals, uninstalled pacemakers,
etc.
Compressed gases*Tear gas or protective-
type sprays, oxygen cylinders, divers' tanks
(unless they're empty), etc.
Infectious substances
Poisonous materials*Rat poison, etc.
Matches (both æstrike anywhere' matches
and safety or æbook' matches) may only be carried
on your person.
If you must travel with any of these
materials, check with the airline's air freight
department to see if special arrangements can be
made.
A violation of the hazardous materials
restrictions can result in a civil penalty of up to
$25,000 for each violation or a criminal penalty of
up to $500,000 and/or up to 5 years in jail.
On U.S. airlines, you are guaranteed a no-smoking
seat worldwide.
Under U.S. government rules, smoking is prohibited
on all domestic scheduled-service flights except for
flights over six hours to or from Alaska or Hawaii.
This ban applies to domestic segments of
international flights, on both U.S. and foreign
airlines (e.g., the Chicago / New York leg of a flight
that operates Chicago/ New York / London). The
ban does not apply to nonstop international flights,
even during the time that they are in U.S. airspace
(e.g., a Chicago / London flight). The prohibition
applies in the passenger cabin and lavatories, but not
in the cockpit.
Smoking is also banned on other
scheduled-service flights by U.S. airlines that are
operated with planes seating fewer than 30
passengers (e.g., certain ôcommuterö flights to
Canada, Mexico and the Caribbean). Cigar and pipe
smoking is banned on all U.S.-carrier flights
(scheduled and charter, domestic and international).
The following rules apply to U.S. airlines
on flights where smoking is not banned (e.g.
international flights, domestic charter flights). These
regulations do not apply to foreign airlines;
however, most of them provide non-smoking
sections (although they may not guarantee seating
there or expand the section).
The airline must provide a seat in a non-smoking
section to every passenger who asks for one, as long
as the passenger complies with the carrier's seat
assignment deadline and procedures. (Standby
passengers do not have this right.)
If necessary, the airline must expand the non-
smoking section to accommodate the passengers
described above.
The airline does not have to provide a non-smoking
seat of the passenger's choice. It doesn't have to seat
you with your traveling companion, and you don't
have the right to specify a window or aisle non-
smoking seat. Also, the airline is not required by this
rule to provide advance seat assignments before the
flight date in the non-smoking section, as long as
they get you into the non-smoking section on the
day of your flight.
The flight crew must act to keep passengers from
smoking in the non-smoking sections. However,
smoke that drifts from the smoking section into the
non-smoking section does not constitute a violation.
No smoking is allowed while an aircraft is on the
ground or when the ventilation system is not fully
functioning.
Carriers are not required to have a smoking section.
An airline is free to ban smoking on a particular
flight, or on all of its flights.
None of the regulations described in this chapter
apply to charter flights performed with small aircraft
by on-demand air taxi operators.
Over 40 million Americans have disabilities. The Air
Carrier Access Act and the DOT rule that
implements it set out procedures designed to ensure
that these individuals have the same opportunity as
anyone else to enjoy a pleasant flight. Here are some
of the major provisions of the rule.
A person may not be refused transportation on the
basis of disability or be required to have an
attendant or produce a medical certificate, except in
certain limited circumstances specified in the rule.
Airlines must provide enplaning, deplaning and
connecting assistance, including both personnel and
equipment. (Some small commuter aircraft may not
be accessible to passengers with severe mobility
impairments. When making plans to fly to small
cities, such passengers should check on the aircraft
type and its accessibility.)
Airport terminals and airline reservations centers
must have TDD telephone devices for persons with
hearing or speech impairments.
Passengers with vision or hearing impairments must
have timely access to the same information given to
other passengers at the airport or on the plane
concerning gate assignments, delayed flights, safety,
etc.
New widebody aircraft must have a wheelchair-
accessible lavatory and an on-board wheelchair.
Airlines must put an on-board wheelchair on most
other flights upon a passenger's request (48 hours'
notice required).
Air carriers must accept wheelchairs as checked
baggage, and cannot require passengers to sign
liability waivers for them (except for pre-existing
damage).
Most new airplanes must have movable armrests on
half the aisle seats, and on-board stowage for one
folding passenger wheelchair.
Carriers must allow service animals to accompany
passengers in the cabin, as long as they don't block
the aisle or other emergency evacuation route.
FAA safety rules establish standards for passengers
allowed to sit in emergency exit rows; such persons
must be able to perform certain evacuation-related
functions.
FAA rules also prohibit passengers from bringing
their own oxygen. Most airlines will provide
aircraft-approved oxygen for a fee, but aren't
required to.
Airlines may not charge for services that are
required by this rule.
Airlines must make available a specially-trained
Complaints Resolution Official if a dispute arises.
There must be a copy of the DOT rule at every
airport.
It's wise to call the airline again before your trip to
reconfirm any assistance that you have requested.
For additional details, see ôOther Sources of
Informationö at the end of this pamphlet for
information on ordering the booklet New Horizons
for the Air Traveler with a Disability.
Virtually all major U.S. airlines have a frequent-flyer
plan, and many foreign carriers are starting them.
These programs allow you to earn free trips,
upgrades (e.g., from Coach to First Class) or other
awards based on how often you fly on that airline. In
some programs you can earn credit by using
specified hotels, rental car companies, credit cards,
etc.
It doesn't cost anything to join a program,
and you can enroll in the programs of any number of
different airlines. However, it may not be to your
advantage to ôput all your eggs in one basketö with
one plan by accumulating a high mileage balance
only to find out later that another carrier's program
suits your needs better. Here are some things to look
at when selecting a frequent-flyer program.
Does the airline fly where you're likely to want to
go?
Are there tie-ins with other carriers, especially those
with international routes? Is some of the airline's
service provided by commuter-carrier ôpartnersö? In
both cases, can you earn credits and use awards on
those other airlines?
How many miles (or trips) are required for particular
awards?
Is there a minimum award per flight (e.g., you are
only flying 200 miles but the airline always awards
at least 500)?
Is there a deadline for using accumulated miles?
Carefully examine the number and length of any
blackout periods during which awards cannot be
used. On some carriers, the Thanksgiving blackout
may last a week.
If you are planning a big trip and are thinking about
joining that airline's frequent-flyer program, enroll
before you travel. Airlines usually won't credit
mileage that was flown before you became a
member.
After you join a program, there are other things that
you should know:
Is there a deadline for using accumulated miles?
Airlines reserve the right to make changes to their
programs, sometimes on short notice. The number
of miles required for particular awards might be
raised, requiring you to use your old mileage (i.e.,
your current balance) under the more restrictive new
rules. The airline may cease service on a route that
you were particularly interested inùor it may drop
the city you live in! The carrier may eliminate
attractive frequent-flyer tie-ins with particular
airlines or hotel chains.
Cashing in your mileage frequently will limit your
losses in case the carrier changes the rules, merges,
or goes out of business. (Some private companies
sell insurance covering some of these eventualities.)
Accumulating a larger mileage balance will entitle
you to bigger awards, however.
Carriers often limit the number of seats on each
flight for which frequent-flyer awards can be used.
You may not be able to get reservations on your
first- or second-choice dates or flights.
Awards can often be issued in the name of
immediate family members. However, if you sell or
give an award to someone not named on the award
or the travel document and the airline finds out, the
recipient could have his or her ticket confiscated,
and the carrier may penalize the program member's
account balance.
Ask the airline how mileage is registered; you will
probably have to identify yourself as a program
member when you book your flight or when you
check in.
Keep your boarding passes and the passenger
coupon of your ticket until you receive a statement
from the frequent-flyer program reflecting the
correct mileage earnings for that trip. If a problem
arises, get the names of the people you speak with
and keep notes of your conversations.
Throughout this booklet, we have tried to provide you
general information about airline travel. It is
important to realize, however, that each airline has
specific rules that make up your contract of carriage.
These rules may differ among carriers. They include
provisions such as check-in deadlines, refund
procedures, responsibility for delayed flights, and
many other things.
Domestic Travel
For domestic travel, an airline may provide all of its
contract terms on or with your ticket at the time you
buy it. Many small ôcommuterö carriers use this
system. Other airlines may elect to ôincorporate
terms by reference.ö This means that you are not
given all the airline's rules with your ticketùmost
of them are contained in a separate document which
you can inspect on request.
If an airline elects to ôincorporate by
referenceö it must provide conspicuous written
notice with each ticket that:
1) it incorporates terms by reference, and
2) these terms may include liability limitations,
claim-filing deadlines, check-in deadlines,
and certain other key terms.
The airline must also:
Ensure that passengers can receive an explanation of
key terms identified on the ticket from any location
where the carrier's tickets are sold, including travel
agencies;
Make available for inspection the full text of its
contract of carriage at each of its own airport and
city ticket offices;
Mail a free copy of the full text of its contract of
carriage upon request.
There are additional notice requirements
for contract terms that affect your air fare. Airlines
must provide a conspicuous written notice on or
with the ticket concerning any ôincorporatedö
contract terms that:
Restrict refunds;
Impose monetary penalties; or
Permit the airline to raise the price after
you've bought the ticket.
If an airline incorporates contract terms by
reference and fails to provide the required notice
about a particular rule, the passenger will not be
bound by that rule.
International Travel
Not all of the detailed requirements for disclosing
domestic contract terms apply to international travel.
Airlines file ôtariff rulesö with the government for
this transportation. Passengers are generally bound
by these rules whether or not they receive actual
notice about them.
Every international airline must keep a
copy of its tariff rules at its airport and city ticket
offices. You have a right to examine these rules. The
airline agents must answer your questions about
information in the tariff, and they must help you
locate specific tariff rules, if necessary. If the airline
keeps its tariff in a computer rather than on paper,
there are additional disclosure requirements which
are similar to those for domestic contract terms.
The most important point to remember,
whether your travel is domestic or international, is
that you should not be afraid to ask questions about
a carrier's rules. You have a right to know the terms
of your contract of carriage. It is in your best
interest, as well as that of the airline, for you to ask
in advance about any matters of uncertainty.
Unlike most products, travel services usually have to
be paid for before they are delivered. This creates
opportunities for disreputable individuals and
companies. Some travel packages turn out to be very
different from what was presented or what the
consumer expected. Some don't materialize at all!
If you receive an offer by phone or mail for
a free or extremely low-priced vacation trip to a
popular destination (often Hawaii or Florida), there
are a few things you should look for:
Does the price seem too good to be true? If so, it
probably is.
Are you asked to give your credit card number over
the phone?
Are you pressured to make an immediate decision?
Is the carrier simply identified as ôa major airline,ö
or does the representative offer a collection of
airlines without being able to say which one you will
be on?
Is the representative unable or unwilling to give you
a street address for the company?
Are you told you can't leave for at least two
months? (The deadline for disputing a credit card
charge is 60 days, and most scam artists know this.)
If you encounter any of these symptoms, proceed
cautiously. Ask for written information to be sent to
you; any legitimate travel company will be happy to
oblige. If they don't have a brochure, ask for a day
or two to think it over; most bona fide deals that are
good today will still be good two days from now. If
they say no to both requests, this probably isn't the
trip for you. Some other advice:
If you are told that you've won a free vacation, ask
if you have to buy something else in order to get it.
Some packages have promoted free air fare, as long
as you buy expensive hotel arrangements. Others
include a free hotel stay, but no air fare.
If you are seriously considering the vacation offer
and are confident you have established the full price
you will pay, compare the offer to what you might
obtain elsewhere. Frequently, the appeal of free air
fare or free accommodations disguises the fact that
the total price is still higher than that of a regular
package tour.
Get a confirmed departure date, in writing, before
you pay anything. Eye skeptically any promises that
an acceptable date will be arranged later. If the
package involves standby or waitlist travel, or a
reservation that can only be provided much later,
ask if your payment is refundable if you want to
cancel, and don't pay any money you can't afford to
lose.
If the destination is a beach resort, ask the seller how
far the hotel is from the beach. Then ask the hotel.
Determine the complete cost of the trip in dollars,
including all service charges, taxes, processing fees,
etc.
If you decide to buy the trip after checking it out,
paying by credit card gives you certain legal rights
to pursue a chargeback (credit) if promised services
aren't delivered.
For further advice, see Other Sources of
Information at the end of this brochure for details
on how to order the Federal Trade Commission's
pamphlet Telemarketing Travel Fraud.
Flying is a routine activity for millions of Americans,
and raises no health considerations for the great
majority of them. However, there are certain things
you can do to ensure that your flight is as
comfortable as possible.
Changes in pressure can temporarily block
the Eustachian tube, causing your ears to æpop' or to
experience a sensation of fullness. To equalize the
pressure, swallow frequently; chewing gum
sometimes helps. Yawning is also effective. Avoid
sleeping during descent; you may not swallow often
enough to keep ahead of the pressure change.
If yawning or swallowing doesn't help, use
the ævalsalva maneuver':
Pinch your nostrils shut, then breathe in a
mouthful of air.
Using only your cheek and throat muscles,
force air into the back of your nose as if you
were trying to blow your thumb and finger
off your nostrils.
Be very gentle and blow in short successive
attempts. When you hear or feel a pop in your
ears, you have succeeded. Never force air
from your lungs or abdomen (diaphragm);
this can create pressures that are too intense.
Babies are especially troubled by these
pressure changes during descent. Having them feed
from a bottle or suck on a pacifier will often provide
relief.
Avoid flying if you have recently had
abdominal, eye or oral surgery, including a root
canal. The pressure changes that occur during climb
and descent can result in discomfort.
If you have an upper respiratory or sinus
infection, you may also experience discomfort
resulting from pressure changes. Postpone your trip
if possible. (Check to see if your fare has
cancellation or change penalties.)
A final tip on pressure changes: they cause
your feet to swell. Try not to wear new or tight
shoes while flying.
Airliner air is dry; if you wear contact lenses, blink often
and limit reading.
Alcohol and coffee both have a drying
effect on the body. Airliner cabin air is relatively dry
to begin with, and the combination can increase
your chances of contracting a respiratory infection.
If you wear contact lenses, the low cabin humidity
and/or consumption of alcohol or coffee can reduce
your tear volume, leading to discomfort if you don't
blink often enough. Lens wearers should clean their
lenses thoroughly before the flight, use lubricating
eye drops during the flight, read in intervals, and
take the lenses out if they nap. (This may not apply
to extended wear lenses; consult your practitioner.)
If you take prescription medications, bring
enough to last through your trip. Take along a copy
of the prescription, or your doctor's name and
telephone number, in case the medication is lost or
stolen. The medicine should be in the original
prescription bottle in order to avoid questions at
security or Customs inspections. Carry it in a pocket
or a carry-on bag; don't pack it in a checked bag, in
case the bag is lost.
You can minimize the effects of jet lag in
several ways:
Get several good nights' sleep before your trip.
Try to take a flight that arrives at night, so you
can go straight to bed.
Sleep on the plane (although not during descent).
During the flight do isometric exercises, eat
lightly, and drink little or no alcohol.
Try to use a rest room in the airport
terminal before departure. On some flights the cabin
crew begins beverage service shortly after the
Fasten Seat Belts sign is turned off, and the
serving cart may block access to the lavatories.
Air travel is so safe you'll probably never have to use
any of the advice we're about to give you. But if
you ever do need it, this information could save
your life.
Airline passengers usually take safety for
granted when they board an airplane. They tune out
the crew's pre-flight announcements or reach for a
magazine instead of the cards that show how to open
the emergency exit and what to do if the oxygen
mask drops down. Because of this, people are
needlessly hurt or killed in accidents they could
have survived.
Every time you board a plane, here are
some things you should do:
Be reasonable about the amount of carry-on luggage
that you bring. FAA rules require airlines to limit
the amount of carry-on baggage, and if you try to
carry too much with you, the crew may insist that
you check in some items. (There is no universal
limit; it depends on the aircraft type and the
passenger load.) A bag that is not properly stowed
could turn into an unguided missile in an accident or
block the aisles during an evacuation.
Count the number of rows to the nearest emergency
exit.
Be careful about what you put into the storage bins
over your seat. Their doors may pop open during an
accident or even a hard landing, spilling their
contents. Also, passengers in aisle seats have been
injured by heavy items falling out of these
compartments when people are stowing or retrieving
belongings at the beginning or end of a flight. Please
be considerate of others and put hard, heavy items
under the seat in front of you; save the overhead
bins for coats, hats, and small, soft bags.
As soon as you sit down, fasten and unfasten your
seat belt a couple of times. Watch how it works.
There are several kinds of belts, and in an
emergency you don't want to waste time fumbling
with the buckle.
procedures, pointing out emergency exits and
explaining seat belts, life vests and oxygen masks.
Listen carefully and if there's anything you don't
understand ask the flight attendants for help.
The plastic card in the seat pocket in front
of you will review some of the safety information
announced by the flight attendant. Read it. It also
tells you about emergency exits and how to find and
use emergency equipment such as oxygen masks.
As you're reading the card look for your
closest emergency exit, and count the number of
rows between yourself and this exit. Remember, the
losest exit may be behind you. Have a second
escape route planned in case the nearest exit is
blocked. This is important because people
sometimes head for the door they used to board the
plane, usually in the front of the first class cabin.
This wastes time and blocks the aisles.
Oxygen masks aren't the same on all
planes. Sometimes they drop down in front of you.
On some aircraft, however, you'll have to pull them
out of a compartment in front of your seat. In either
case, you must tug the plastic tube slightly to get the
oxygen flowing. If you don't understand the
instructions about how the mask works, ask a flight
attendant to explain it to you.
When the plane is safely in the air and has
reached its cruising level, the pilot usually turns off
the ôfasten seat beltö sign. He or she usually
suggests that passengers keep their belts buckled
anyway during the flight in case the plane hits rough
air. Just as seat belts should always be worn in cars,
they should always be fastened in airplanes.
If you are ever in an air accident, you should
remember these things:
Stay calm.
Listen to the crew members and do what they say.
The cabin crew's most important job is to help you
leave safely.
Before you try to open any emergency exit yourself,
look outside the window. If you see a fire outside
the door, don't open it or the flames may spread into
the cabin. Try to use your alternate escape route.
Remember, smoke rises. So try to stay down if
there's smoke in the cabin. Follow the track of
emergency lights embedded in the floor; they lead to
an exit. If you have a cloth, put it over your nose
and mouth.
After an air accident, the National
Transportation Safety Board always talks to
survivors to try to learn why they were able to make
it through safely. They've discovered that, as a rule,
it does help to be prepared. Avoiding serious injury
or surviving an air accident isn't just a matter of
luck; it's also a matter of being informed and
thinking ahead.
Are you one of those people who jumps up
as soon as the plane lands, gathers up coat, suitcase
and briefcase, and gets ready to sprint while the
plane is still moving? If so, resist the urge. Planes
sometimes make sudden stops when they are taxiing
to the airport gate, and passengers have been injured
when they were thrown onto a seat back or the edge
of a door to an overhead bin. Stay in your seat with
your belt buckled until the plane comes to a
complete halt and the æfasten seat belt' sign is turned
off.
Never smoke in airplane restrooms.
Smoking was banned in all but the designated
smoking sections after an accident killed 116 people
in only 4 minutes, apparently because a careless
smoker left a burning cigarette butt in the trash bin.
There is a penalty of up to $2,000 for disabling a
lavatory smoke detector. Also, don't smoke in the
aisle. If there is a sudden bump you could stumble
and burn yourself or another passenger. Lit
cigarettes have also flown out of passengers' hands
and rolled under seats.
When passengers comment on airline service, most
airlines do listen. They analyze and keep track of the
complaints and compliments they receive and use
the information to determine what the public wants
and to identify problem areas that need special
attention. They also try to resolve individual
complaints.
Like other businesses, airlines have a lot of
discretion in how they respond to problems. While
you do have some rights as a passenger, your
demands for compensation will probably be subject
to negotiation and the kind of action you get
depends in large part on the way you go about
complaining.
Start with the airline. Before you call or
write to DOT or some other agency for help with an
air travel problem, you should give the airline a
chance to resolve it.
As a rule, airlines have trouble-shooters at
the airports (they're usually called Customer Service
Representatives) who can take care of many
problems on the spot. They can arrange meals and
hotel rooms for stranded passengers, write checks
for denied boarding compensation, arrange luggage
repairs and settle other routine claims or complaints
that involve relatively small amounts of money.
A complaint letter should always include a daytime
phone number.
If you can't resolve the problem at the
airport and want to file a complaint, it's best to call
or write the airline's consumer office at its corporate
headquarters. Take notes at the time the incident
occurs and jot down the names of the carrier em-
ployees with whom you dealt. Keep all of your
travel documents (ticket receipts, baggage check
stubs, boarding passes, etc.) as well as receipts for
any out-of-pocket expenses that were incurred as a
result of the mishandling. Here are some helpful tips
should you choose to write a letter.
Type the letter and, if at all possible, limit it to one
page in length.
Include your daytime telephone number (with area
code).
No matter how angry you might be, keep your letter
businesslike in tone and don't exaggerate what
happened. If the complaint sounds very vehement or
sarcastic, you might wait a day and then consider
rewriting it.
Describe what happened, and give dates, cities, and
flight numbers or flight times.
Send copies, never the originals, of tickets and
receipts or other documents that can back up your
claim.
Include the names of any employees who were rude
or made things worse, as well as anyone who might
have been especially helpful.
Don't clutter up your complaint with petty gripes
that can obscure what you're really angry about.
Let the airline know if you've suffered any special
inconvenience or monetary losses.
Say just what you expect the carrier to do to make
amends. An airline may offer to settle your claim
with a check or some other kind of compensation,
possibly free transportation. You might want a
written apology from a rude employee or
reimbursement for some loss you incurredùbut the
airline needs to know what you want before it can
decide what action to take.
Be reasonable. If your demands are way out of line,
your letter might earn you a polite apology and a
place in the airline's crank files.
If you follow these guidelines, the airlines
will probably treat your complaint seriously. Your
letter will help them to determine what caused your
problem, as well as to suggest actions the company
can take to keep the same thing from happening to
other people.
Contacting the Department of
Transportation
If you need assistance or want to put your complaint
about an airline on record with DOT, call the Office
of Consumer Affairs at (202) 366-2220 or write:
Office of Consumer Affairs, I-25
U.S. Department of Transportation
400 Seventh Street, S.W.
Washington, D.C. 20590
If you write, please be sure to include your address
and a daytime telephone number, with area code.
We can provide information about what
rights you may or may not have under Federal laws.
If your complaint was not properly handled by the
airline, we will contact them and get back to you.
Letters from consumers help us spot
problem areas and trends in the airline industry. We
use our complaint files to document the need for
changes in DOT's consumer protection regulations
and, where warranted, as the basis for enforcement
action. In addition, every month we publish a report
with information about the number of complaints we
receive about each airline and what problems people
are having. You can write or call us for a free single
copy of this Air Travel Consumer Report, which
also has statistics that the airlines file with us on
flight delays, oversales and mishandled baggage.
If your complaint is about something you
feel is a safety or security hazard, write to the
Federal Aviation Administration:
Community and Consumer Liaison
Division, APA-200
Federal Aviation Administration
800 Independence Avenue, S.W.
Washington, D.C. 20591
or call: (800) FAA-SURE. After office hours, if you
want to report something that you believe is a
serious safety hazard, call the Aviation Safety
Hotline at 1-800-255-1111.
Local consumer help programs
In most communities there are consumer help
groups that try to mediate complaints about
businesses, including airlines and travel agencies.
Most state governments have a special office that
investigates consumer problems and complaints.
Sometimes it is a separate division in the governor's
or state attorney general's office. Check your
telephone book under the state government's listing.
Many cities and counties have consumer affairs
departments that handle complaints. Often you can
register your complaint and get information over the
phone or in person.
A number of newspapers and radio or TV stations
operate Hot Lines or Action Lines where
individual consumers can get help. Consumer
reporters, with the help of volunteers, try to mediate
complaints and may report the results as a news
item. The possible publicity encourages companies
to take fast action on consumer problems when they
are referred by the media. Some Action Lines,
however, may not be able to handle every complaint
they receive. They often select the most severe
problems or those that are most representative of the
kinds of complaints they receive.
Your last resort
If nothing else works, small claims court might be
the best way for you to help yourself. Many cities
have these courts to settle disputes involving
relatively small amounts of money and to reduce the
red tape and expense that people generally fear
when they sue someone. An airline can generally be
sued in small claims court in any jurisdiction where
it operates flights or does business.
You can usually get the details of how to
use the small claims court in your community by
contacting your city or county office of consumer
affairs, or the clerk of the court. As a rule, small
claims court costs are low, you don't need a lawyer,
and the procedures are much less formal and
intimidating than they are in most other types of
courts.
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