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Happy Monday, Travel Friend! Sometimes, things go south when dealing with airlines, and getting those issues resolved can feel like a gamble. While some problems are resolved quickly, others can drag on for months without a clear resolution. Today, I’m breaking down the official timeline airlines have to address your concerns—and, more importantly, what steps you should take if that time has passed with no response. Let’s get into it!
This Monday’s edition:
How Long Do Airlines Have to Respond to Your Complaint?
The Quick List (Essential Travel News & Updates in Under 3 Sentences)
Checkpoint: 60 Tips Passengers Should Know When Going Through TSA Screening. Read Full E-Guide Now.
How Long Do Airlines Have to Respond to Your Complaint?
The quickest way to resolve an issue is to speak directly with an airline customer service representative at the airport where the incident occurred. While customer service reps can offer solutions like gift cards, miles, or even luggage, they have limitations. If the matter involves damage to carry-on items, take what they offer, as airlines are typically not liable for such damage.
Should the rep be unable to help, the next step is to file a complaint online through the airline’s website. Per Department of Transportation regulations, airlines must acknowledge complaints within 30 days and provide a written response within 60 days, though they rarely inform passengers of these time limits. If 30 days pass without a response, or if you’re unsatisfied with the resolution, file a complaint directly with the DOT. You can do so via this link.
The Quick List
Essential Travel News & Updates Regarding Passenger Rights in Under 3 Sentences.
Government
The U.S. Department of Transportation (DOT) has launched an inquiry into the rewards programs of the four largest U.S. airlines—American Airlines, Delta Air Lines, Southwest Airlines, and United Airlines—focused on protecting consumers from potential unfair or deceptive practices. DOT is investigating issues such as the devaluation of earned rewards, hidden or dynamic pricing, extra fees, and the impact on competition and consumer choice. As part of the probe, the airlines are required to provide detailed reports and records on their rewards practices, with DOT aiming to ensure these programs are transparent, fair, and beneficial to travelers. Read the full letter here.
Gate Access E-Guide
Read the first official Gate Access e-guide! Checkpoint: 60 Tips Passengers Should Know When Going Through TSA Screening. I discovered these tips during my time at TSA, and I’ve broken them down into bite-sized chunks for you to refer to when needed. Check it out now! You can also ask for additional tips regarding this topic, and I’ll add those tips to the downloadable version when it’s ready.
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