HARRISBURG, Pa. — Do you have an accusation against your airline? A beef regarding baggage claim? Lamenting an unplanned layover?
Pennsylvania’s top law enforcement official wants to help.
“It is no longer a secret that Pennsylvanians and consumers across the country are finding less and less convenience when traveling by air. This form makes it easier for travelers who encounter problems to file a complaint, and is part of an ongoing initiative with federal partners to hold airlines and agents accountable when they mistreat consumers.”Pennsylvania Attorney General Michelle Henry in a release
A new complaint form is available online for Pennsylvanians — or those traveling through the Commonwealth — encountering issues with airline travel, state Attorney General Michelle Henry announced Wednesday.
The new form can be found on the Office of the Attorney General website and is designed to handle numerous complaints, ranging from flight delays and cancellations to boarding problems, Henry’s office said in a release.
It comes in response to a nationwide increase in consumer complaints regarding air travel.
“It is no longer a secret that Pennsylvanians and consumers across the country are finding less and less convenience when traveling by air,” Henry said in the release.
“This form makes it easier for travelers who encounter problems to file a complaint, and is part of an ongoing initiative with federal partners to hold airlines and agents accountable when they mistreat consumers.”
What the form asks for
Residents of Pennsylvania or those who face airline issues in the state are eligible to use the form, which requires specific information.
The form asks for: name, address, county, phone number, email, age, flight information (including itinerary, flight date, date of ticket purchase, price, form of payment) and the main subject matter of the complaint.
Henry’s office said the form follows the signing of a memorandum of understanding between her office and the U.S. Department of Transportation.
The memorandum outlines how the agencies will work together to review complaints and identify violations of federal aviation consumer protection requirements.
What’s unclear about the complaints
A question at the end of the form asks, “What would you like the business to do to resolve your complaint?”
What’s not clear is whether Henry’s office can help to make the resolution possible.
A disclaimer at the bottom of the form reads, “The Attorney General, through the Bureau of Consumer Protection, provides a mediation service to consumers where an attempt may be made to mediate your individual consumer complaint if it falls within the jurisdiction of the office.”
“The Office of the Attorney General will provide information on how to submit complaints directly to the Department of Transportation in the future."Pennsylvania Attorney General's office news release
Henry’s office didn’t say how long it might take for complaints to be reviewed or resolved, or what happens if an amicable resolution can’t be reached.
It’s also unclear what the role of a state attorney general may be after The Department of Transportation launches its own modernized system for handling air travel service complaints later this year.
“The Office of the Attorney General will provide information on how to submit complaints directly to the Department of Transportation in the future,” the release said.
