How to File a Complaint With the Department of Transportation
On Wednesday, the National Association for the Advancement of Colored People warned African Americans about traveling with American Airlines and the potential for unfair treatment when flying with the carrier. The Department of Transportation allows air passengers to file complaints about discrimination if they feel they were discriminated against for a number of reasons.
Complaints about discrimination against airlines happen with more frequency than you might think. In August 2017, the Department of Transportation received a total of 11 complaints from passengers for discrimination. American Airlines had two complaints about race discrimination — more than any of the other airlines listed. Other Airlines receiving complaints included Aeromexico, Bahamas Air, Delta, Frontier, PSA Airlines, Southwest, Spirit and United.
There are some important things to know about filing a complaint with the Department of Transportation. On the DOT's website, the agency encourages passengers to file complaints if they've experienced a number of forms of discrimination. More specifically, it says:
"If your complaint alleges discriminatory treatment in air travel by personnel of an air carrier or its contractors (e.g., pilots, gate agents, flight attendants) on the basis of disability or on the basis of race, color, national origin, sex, religion or ancestry, we encourage you to file your complaint with DOT's Aviation Consumer Protection Division by using our web form."
The DOT investigates each complaint against an airline or its contractors. To file a complaint, you'll want to do so using the DOT's web form, or, if you'd like to do so the traditional way, you can send a paper complaint to:
Aviation Consumer Protection Division (C-75)
US Department of Transportation
1200 New Jersey Ave. S.E.
Washington, D.C. 20590
In the complaint, you should be sure to include the following information: full name; address; telephone number including area code of complaint; name of the party who suffered the discriminatory conduct, if other than the person submitting the complaint; name of the airline involved in the incident; the flight date, flight number, origin and destination cities of the aggrieved party's trip; a detailed description of the incident; and a statement that the aggrieved party would like the matter to be investigated by ACPD (Aviation Consumer Protection Department).
After your complaint has been reviewed, acknowledged and investigated, the ACPD will then mail your letter to the airline and ask for the airline to respond to you with another copy to ACPD, as well as a separate response from the airline with any information that will remain confidential. The carrier's responses will then be reviewed and ACPD will then determine if any further action will be taken.
If, indeed, the Enforcement Office finds an airline's policy is not in compliance with the law, it'll direct the carrier to change it. The EO will also warn the carrier about additional action if similar complaints are received and, if not solved, the EO may bring enforcement action against the carrier.
Discrimination isn't the only basis for filing a complaint. You can also file a complaint with the DOT for a number of other reasons, including safety and security, service and more. In general, though, filing a complaint with the Department of Transportation should be one of your last moves. Airlines create their own policies and procedures, so try resolving your issue with the carrier first. If that gets you nowhere or if you're not satisfied with the result, then considering going to the DOT and filing a complaint.
The process for filing complaints about issues other than discrimination works about the same — you'll file a complaint, the complaint will go to the airline and you'll hear about the result. Check out this page on the DOT's website for more information.
While you might not hear about it often — or submit one yourself — complaints filed with the DOT are fairly common. Generally speaking, they shouldn't be your first move after a sour experience, but if the result you're looking from doesn't come from the carrier, it could be worth turning to the DOT.
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- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
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Rewards Rate
| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 3X | Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com. |
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You may be eligible for as high as 100,000 Membership Rewards® Points after spending $6,000 in eligible purchases on your new Card in your first 6 months of Membership. Welcome offers vary and you may not be eligible for an offer.As High As 100,000 points. Find Out Your Offer.Annual Fee
$325Recommended Credit
Credit ranges are a variation of FICO® Score 8, one of many types of credit scores lenders may use when considering your credit card application.Excellent to Good
Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.