BALTIMORE, MD—To address the ever-increasing number of consumer complaints regarding flights disruptions, baggage delays, and lost or delayed flights, the U.S. Department of Transportation (DOT) and the Maryland Attorney General’s Office have established a memorandum of understanding (PDF) to streamline the process of reviewing and resolving these complaints.
The new collaboration between the two parties will result in a more efficient and effective process for investigating and resolving consumer complaints related to air travel companies, ticket agents, and other air travel entities overseen by the DOT.
The DOT’s Office of Aviation Consumer Protection (OACP) will have the primary responsibility for handling complaints, with the Maryland Consumer Protection Division providing support and guidance. Under the OACP’s efforts, the Complaint Handling and Resolution process will be completed in a timely manner, ensuring that customers receive the compensation they are entitled to.
The agreement also mandates that the DOT provide technical assistance and training to staff in the Consumer Protection Division, in order to enhance their understanding of aviation consumer protection issues and laws. The DOT will also make a commitment to consult with the Maryland Consumer Protection Division before determining next steps in the resolution of a complaint.
The successful implementation of this collaboration will benefit not only the individual consumers but also the airline industry as a whole by enhancing customer trust and service. By streamlining the complaint resolution process, the DOT and the Maryland Attorney General’s Office can help to minimize the negative impact of flight disruptions and baggage delays on travelers.
The MOU will last for two years, and Maryland and the DOT may agree to extend it at two-year intervals after the agreement ends.
Others that have signed an MOU with the DOT include the attorneys general from California, Colorado, Connecticut, the District of Columbia, Illinois, Maine, Michigan, Nevada, New York, New Hampshire, North Carolina, the Northern Mariana Islands, Oklahoma, Pennsylvania, Rhode Island, the U.S. Virgin Islands, and Wisconsin.
This article was written with the assistance of AI and reviewed by a human editor.
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