Depending on your case, many resources are ready to help deliver resolution, Every so often, a traveler will have a poor experience. Perhaps a travel carrier lost luggage in transit, or a tour operator over-promised and under-delivered for the price. In any event, the booked travels did not go as planned, and the travel provider may be to blame. How can travelers make sure their voice is heard?
In many cases, complaining directly to the airline, rental car company, or tour provider will result in a number of generic responses from customer service agents that may or may not exist. For travelers who are looking for resolution, there are multiple channels through which they can seek assistance and resolution. For those who experience a problem in their next journey, consider taking your compliant to one of these groups.
Federal Government Consumer Protection Divisions
In the United States, the Department of Transportation holds responsibility over all common carriers that operate within the United States and in American territories. Depending on which form of transportation the traveler utilized, a complaint may go to one of a number of departments.
For airlines that operate in the United States (including foreign carriers that fly to American airports), the Airline Consumer Protection Division addresses all complaints against air carriers. The ACPD will accept and investigate complaints at multiple levels, including possible safety violations, customer service issues, and lost baggage complaints. While the ACPD will accept the complaint and notify the carrier in question, the agency cannot mediate between the airline and the consumer.
Travelers who are riding the rails also have an avenue of recourse as well. The Federal Railroad Administration holds authority of the railroad lines across the country, including those of Amtrak. Travelers who experience a problem while riding the rails (like lost luggage), or experience a safety issue, can take their complaints to the FRA.
Finally, every traveler may have at least one poor experience with the Transportation Security Administration. Those travelers who feel that their rights were violated by the TSA, or had an otherwise poor experience passing through the security checkpoint, can express their complaints to one of two special offices within the administration. The Office of Civil Rights and Liberties handles all complaints related to civil rights, while the Claims Management Division handles all complaints against lost or stolen articles.
State-Level Consumer Protection Offices and the Better Business Bureau
When a complaint is so egregious that a regulatory complaint will not work, there are other options for travelers. Depending on the severity of the situation, offices at the state level and the Better Business Bureau can help travelers resolve problems experienced a long way from home.
While the U.S. Department of Transportation is the primary level of protection for common carriers, state-level consumer protection divisions can help travelers resolve their complaints against hotels, tour operators, and other travel providers. Depending on where the situation takes place, consumer protection divisions in either a home or destination state can help travelers get resolution for their travel problems.
Every state organizes their consumer protection divisions differently. Those who wish to file a consumer protection complaint should check with the state government to make sure the complaint goes to the right place. Those who are not sure where to begin can start with the Better Business Bureau.
Independent assistance between travelers and travel providers
Of course, even after filing regulatory and consumer protection complaints, sometimes the response is not enough. For those travelers who want another level of resolution, independent assistance can offer travelers a solution.
Many services offer travelers assistance services, in order to gain resolution. For international travelers, services like refund.me can help travelers get due compensation when flights are cancelled or delayed departing or arriving in Europe. In addition, Elliott.org offers travelers the opportunity to apply for assistance in getting resolution in their individual cases. Finally, credit cards can also assist travelers as well. Bad charges can be submitted to credit card providers as a dispute, for investigation and possible resolution.
Not every traveler has a great experience when they travel around the world. When things go wrong, consumer protection agencies and independent assistance may be on your side. Make sure you keep these steps in mind if your travels go wrong.