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A Consumer Guide to Air Travel

 

Contents

* Introduction 1

 

* Air Fares 3

 

* Reservations and Tickets 6

 

* Delayed and Canceled Flights 12

 

* Overbooking 15

 

* Baggage 21

 

* Smoking 31

 

* Passengers with Disabilities 33

 

* Frequent-Flyer Programs 35

 

* Contract Terms 38

 

* æTravel Scams 40

 

* To Your Health 42

 

* Airline Safety 45

 

* Complaining 49

 

* Other Sources of Information 55

 

NOTICE

We make every effort to keep Fly-Rights up to date, but

airlines frequently change the way they do business. So by

the time you read this a few procedures we explain may be

different. Contact DOT or your airline or travel agent if

you have any questions.

 

Tenth Revised Edition, September 199

 

The elimination of government economic regulation

of the airlines has resulted in lower fares and a wide

variety of price/service options. In this new

commercial environment, consumers have had to

take a more active role in choosing their air service

by learning to ask a number of questions.

 

-Am I more concerned with price or

scheduling? Am I willing to fly at an odd hour if it

means saving $25?

 

-Will the airline penalize me for changing my

reservation?

 

-What will the airline do for me if it cancels

my flight?

 

This booklet is designed to explain your

rights and responsibilities as an air traveler. We

hope it helps you become a resourceful consumer.

 

Because of the emphasis on price competition,

consumers may choose from a wide variety of air

fares. Some airlines are trying a ôback to basicsö

approachùoffering flights at bargain basement

prices with few extras.

For fare information, you can contact a

travel agent, another ticket outlet or an airline

serving the places you want to visit. Ask them to tell

you the names of all airlines flying there. A travel

agent can find virtually all airlines fares in his or

her computer. Or, if you prefer you can call each

airline to ask about the fares they charge,

particularly any special promotional fares they may

be offering at the time. You can also pay attention to

newspaper and radio ads, where airlines advertise

many of the discount plans that apply to your city.

Finally, be alert to new companies serving the

market. They may offer lower fares or different

services than older established airlines.

Here are some tips to help you decide

among air fares:

 

Be flexible in your travel plans in order to get the

lowest fare. The best deals may be limited to travel

on certain days of the week or particular hours of the

day. After you get a fare quote, ask the reservations

agent if you could save even more by leaving a day

earlier or later, or by taking a different flight on the

same day.

 

Plan as far ahead as you can. Some airlines set aside

only a few seats on each flight at the lower rates.

The real bargains often sell out very quickly. On the

other hand, air carriers sometimes make more

discount seats available later. If you had decided

against a trip because the discount fare you wanted

was not available on the desired date, try again,

especially just before the advance-purchase

deadline.

 

Some airlines may have discounts that others don't

offer. In a large metropolitan area, the fare could

depend on which airport you use. Also, a connection

(change of planes) or a one-stop flight is sometimes

cheaper than a nonstop.

 

Find out what will happen if you switch flights or dates.

 

Does the air fare include types of service that

airlines have traditionally provided, such as meals or

free baggage handling? If you have a connection

involving two airlines, will your bags be

transferred? Can you get advance seat assignments?

If you are stranded, will the ticket be good on

another carrier at no extra charge? Will the first

airline pay for meals or hotel rooms during the wait?

 

Many discount fares are non-refundable; if you buy

one of these fares and later cancel your trip, you will

not get your money back. Some fares also have a

penalty for changing flights or dates even if you

don't want a refund. You may also have to pay any

difference in air fares if your fare is not available on

the new flight.

 

Some airlines will not increase the fare after the

ticket is issued and paid for. (Simply holding a

reservation without a ticket does not guarantee the

fare.) Other airlines may reserve the right to collect

more money from you if the fare that you had

purchased goes up before departure time. Find out

from the airline before you buy your ticket what its

policy is on assessing fare increases after the ticket

is purchased.

 

After you buy your ticket, call the airline or travel

agent once or twice before departure to check the

fare. Fares change all the time, and if that same fare

goes down before you fly, some airlines will refund

the difference. But you have to ask.

 

Differences in air fares can be substantial. Careful

comparison shopping among airlines does take time,

but it can lead to real savings.

 

Once you decide when and where you want to go, and

which airline you want to use, getting reservations

and tickets is a fairly simple process. You can make

all of your arrangements by telephone, at the

airlines ticket office, or through a travel agent or

other ticket outlet. There are a few potential pitfalls,

however, and these pointers should help you avoid

them.

 

If your travel plans fall into a busy period, call for

reservations early. Flights for holidays may sell out

weeksùsometimes monthsùahead of time. Don't

buy a standby fare or an open return ticket if you

need to fly during a high-demand period, especially

the end of August. You could be stranded for a week

or more before a seat becomes available.

 

Ask the reservations agent for your flight's on-time

performance code.

 

Ask the reservations agent to give you the on-time

performance code for any flights that you are

considering. This is a one-digit code in the

reservations computer that shows how often that

flight arrived on time (within 15 minutes) during the

most recent reported month. For example, an ô8ö

means that flight arrived within 15 minutes of the

scheduled arrival time between 80% and 89.9% of

the time. If you are deciding between two flights

with similar schedules and fares, you may want to

choose the one with the better on-time record. (Only

the largest U.S. airlines are required to maintain

these codes.)

When you make a reservation, be sure the agent

records the information accurately. Before you hang

up or leave the ticket office, review all of the

essential information with the agentùthe spelling of

your name, the flight numbers and travel dates, and

the cities you are traveling between. If there is more

than one airport at either city, be sure you check

which one you'll be using. It's also important to

give the airline your home and work telephone

numbers so they can let you know if there is any

change in their schedule.

 

Your ticket will show the flight number, departure

time, date, and status of your reservation for each

flight of your itinerary. The ôstatusö box is

important. ôOKö means you're confirmed. Anything

else means that the reservation is not yet certain

(e.g., waitlisted).

 

A direct (or through) flight can have one or

more stops. Sometimes flights with only one flight

number can even involve a change of planes. Ask

about your exact routing.

 

If you are flying to a small city and your flight

number has four digits, you may be booked on a

commuter airline that has an agreement with the

major carrier in whose name the flight is held out. If

you are unsure, ask the reservations agent about the

airline and the aircraft type; these flights are

identified in the computer.

 

When a reservations agent asks you to buy your

tickets by a specific time or date, this is a deadline.

And if you don't make the deadline, the airline may

cancel your reservations without telling you.

 

Try to have your tickets in hand before you go to the

airport. This speeds your check-in and helps you

avoid some of the tension you might otherwise feel

if you had to wait in a slow-moving ticketing line

and worry about missing your flight.

 

If your reservations are booked far enough ahead of

time, the airline may offer to mail your tickets to

you. However, if you don't receive the tickets and

the airline's records show that they mailed them,

you may have to go through cumbersome lost-ticket

procedures (see the end of this chapter). It is safer to

check the telephone directory for a conveniently

located travel agency or airline ticket office and buy

your tickets there.

 

As soon as you receive your ticket check to make

sure all the information on it is correct, especially

the airports (if any of the cities have more than one)

and the flight dates. Have any necessary corrections

made immediately.

 

Bring a photo I.D. when you fly, and have your

airline ticket issued using your name as it appears on

that I.D. Many airlines are requesting such

identification at check-in in order to reduce the re-

selling of discount tickets. (Airlines don't permit

tickets to be sold or given to other persons.) On

international flights, make sure your name is the

same on your ticket and your passport. If your name

has recently changed and the name on your ticket

and your I.D. are different, bring documentation of

the change (e.g., a marriage certificate or court

order).

 

It's a good idea to reconfirm your reservations

before you start your trip; flight schedules

sometimes change. On international trips, most

airlines require that you reconfirm your onward or

return reservations at least 72 hours before each

flight. If you don't, your reservations may be

canceled.

 

Check your ticket as you board each flight to ensure

that only the correct coupon has been removed by

the airline agent.

 

Paying for and refunding airline

tickets

 

If you plan to pay in person and with your own bank

check, take at least two forms of identification with

you like a driver's license, major credit card, or

employee I.D. card. Particularly when you purchase

tickets far from your home town, airlines, travel

agencies and other ticket outlets will want to

confirm your identity.

 

Count your ticket coupons after checking in for each

flight.

 

If you paid for your ticket with cash and you have a

refundable fare, you can often get an immediate

refund from the issuing airline or travel agency. If

you paid by personal check, the refund will gen-

erally have to be mailed to you. NOTE: In some

cases tickets purchased overseas in foreign currency

can only be refunded in that same currency and

country, due to foreign government monetary

restrictions. Keep this in mind if you are considering

buying a ticket in a foreign country.

 

When you pay by credit card, your charge account is

billed whether you use your tickets or not. You

won't receive credit unless the original unused

tickets are returned to the airline. You usually can't

get a cash refund for a credit card purchase.

 

If you buy your tickets with a credit card and then

change your flights, the ticket agent may want to

credit the amount of the old tickets and issue another

set with a second charge to your account. You may

want to insist that the value of your old tickets be

applied to the new ones, with the difference in price

charged or credited to your account. While this

creates a little extra work for the airlines, it prevents

double-billing to your charge account.

 

Airline tickets should be treated like cash; lost tickets

are not easy to refund.

 

Payment by credit card provides certain protections

under federal credit laws. When a refund is due, the

airline must forward a credit to your card company

within seven business days after receiving a

complete refund application. If you paid by credit

card for a refundable fare and you have trouble

getting a refund that you are due, report this in

writing to your credit card company. If you write to

them within 60 days from the time that they mailed

your first monthly statement showing the charge for

the airline ticket, the card company should credit

your account even if the airline doesn't. This

procedure is particularly useful if your airline ceases

operations before your flight.

 

Lost tickets

 

Airline tickets are similar to negotiable documents.

Because of this, refunds can be difficult to obtain if

tickets are lost or stolen. Many passengers believe

that air tickets can be replaced as easily as travelers

checks just because the reservation is in the

computer, but that is not the case.

Your ticket number may be shown on your

credit card receipt or travel agency itinerary. If it is

not, jot down the number on a sheet of paper and

carry it separately from your ticket. Bring it with

you on your trip. If the ticket does go astray, the

airline can process your refund application more

quickly, and perhaps issue an on-the-spot

replacement ticket, if you can give them this

number.

You should report a lost ticket immediately

to the airline that is shown as the issuing carrier at

the top of the ticket. You may be required to

repurchase a ticket in order to continue your trip. If

you no longer meet all of the restrictions on your

discount fare (e.g., seven-day advance purchase) the

new ticket may cost more than the old one did. In

that event, however, it is generally the higher fare

that is eventually refunded, as long as you don't

change any of the cities, flights or dates on your trip.

Once the airline establishes that you

actually bought the ticket, they will begin processing

your refund application. There is often a waiting

period of two to six months. If anyone uses or

cashes in your ticket while the refund is pending, the

airline may refuse to give you your money back.

Finally, there is a handling charge that the airline

may deduct from the refund.

All in all, getting a refund or replacement

for a lost ticket is a lot of trouble, and there's no

guarantee you'll receive either one. So the best

advice is don't lose the ticket in the first place.

 

Airlines don't guarantee their schedules, and you

should realize this when planning your trip. There

are many things that canùand often doùmake it

impossible for flights to arrive on time. Some of

these problems, like bad weather, air traffic delays,

and mechanical repairs, are hard to predict and

beyond the airlines control.

If your flight is delayed, try to find out how

late it will be. But keep in mind that it is sometimes

difficult for airlines to estimate the total duration of

a delay during its early stages. In so-called ôcreeping

delays, developments occur which were not

anticipated when the carrier made its initial estimate

of the length of the delay. Weather that had been

forecast to improve can instead deteriorate, or a

mechanical problem can turn out to be more

complex than initially determined.

If the problem is with local weather or air

traffic control, all flights will probably be late and

there's not much you or the airline can do to speed

up your departure. If there's a mechanical problem

with the plane for your particular flight or if the

crew is delayed on an incoming flight, you might be

better off trying to arrange another flight, as long as

you don't have to pay a cancellation penalty or

higher fare for changing your reservations. (It is

sometimes easier to make such arrangements from a

pay phone than at a ticket counter.) If you find a

flight on another airline, ask the first airline to

endorse your ticket to the new carrier; this could

save you a fare increase. Remember, however, that

there is no rule requiring them to do this.

If your flight is canceled, most airlines will

rebook you on the first flight of theirs to your

destination on which space is available, at no

additional charge. If this involves a significant delay

find out if another carrier has space, and ask the first

airline to endorse your ticket. Finding extra seats

may be difficult, however, especially over holidays

and other peak travel times.

A departure early in the day is less likely to be delayed

than a later flight.

 

Each airline has its own policies about what

it will do for delayed passengers waiting at the

airport; there are no federal requirements. If you are

delayed, ask the airline staff if they will pay for

meals or a phone call. Some airlines, often those

charging very low fares, do not provide any

amenities to stranded passengers. Others may not

offer amenities if the delay is caused by bad weather

or something else beyond the airline's control.

Contrary to popular belief, airlines are not

required to compensate passengers whose flights are

delayed or canceled. As discussed in the chapter on

overbooking, compensation is required by law only

when you are ôbumpedö from a flight that is

oversold. Airlines almost always refuse to pay

passengers for financial losses resulting from a

delayed flight. If the purpose of your trip is to close

a potentially lucrative business deal, to give a speech

or lecture, to attend a family function, or to be

present at any time-sensitive event, you might want

to allow a little extra leeway and take an earlier

flight. In other words, airline delays and

cancellations aren't unusual, and defensive counter-

planning is a good idea when time is your most

important consideration.

When booking your flight remember that a

departure early in the day is less likely to be delayed

than a later flight, due to cripple effects throughout

the day. Also, if an early flight does get delayed or

canceled, you have more rerouting options. If you

book the last flight of the day and it is canceled, you

could get stuck overnight.

You may select a connection (change of

planes) over a nonstop or direct flight because of the

convenient departure time or lower fare. However, a

change of planes always involves the possibility of a

misconnection.

If you have a choice of connections and the fares

and service are equivalent, choose the one with the least-congested

connecting airport, so it will be easier to get to your

second flight. You may wish to take into

consideration the potential for adverse weather if

you have a choice of connecting cities. When

making your reservation for a connection, always

check the amount of time between flights. Ask

yourself what will happen if the first flight is

delayed; if you don't like the answer, pick another

flight or ask the agent to construct a connection

that allows more time.

Overbooking is not illegal, and most airlines overbook

their scheduled flights to a certain extent in order to

compensate for ôno-shows.ö Passengers are

sometimes left behind or ôbumpedö as a result.

When an oversale occurs, the Department of

Transportation (DOT) requires airlines to ask

people who aren't in a hurry to give up their seats

voluntarily, in exchange for compensation. Those

passengers bumped against their will are, with a few

exceptions, entitled to compensation.

 

Voluntary bumping

 

Almost any group of airline passengers includes

some people with urgent travel needs and others

who may be more concerned about the cost of their

tickets than about getting to their destination on

time. Our rules require airlines to seek out people

who are willing to give up their seats for some

compensation before bumping anyone involuntarily.

Here's how this works.

At the check-in or boarding area, airline

employees will look for volunteers when it appears

that the flight has been oversold. If you're not in a

rush to arrive at your next destination, you can give

your reservation back to the airline in exchange for

compensation and a later flight.

But before you do this, you may want to

get answers to these important questions:

 

When is the next flight on which the airline can

confirm your seat? The alternate flight may be just

as acceptable to you. On the other hand, if they offer

to put you on standby on another flight that's full,

you could be stranded.

 

Will the airline provide other amenities such as free

meals, a hotel room, phone calls, or ground

transportation? If not, you might have to spend the

money they offer you on food or lodging while you

wait for the next flight.

DOT has not said how much the airline has

to give volunteers. This means carriers may

negotiate with their passengers for a mutually

acceptable amount of moneyùor maybe a free trip

or other benefits. Airlines give employees guidelines

for bargaining with passengers, and they may select

those volunteers willing to sell back their

reservations for the lowest price.

If the airline offers you a free ticket, ask

about restrictions. How long is the ticket good for?

Is it ôblacked outö during holiday periods when you

might want to use it? Can it be used for international

flights? Most importantly, can you make a

reservation, and if so, how far before departure are

you permitted to make it?

 

Involuntary bumping

 

DOT requires each airline to give all passengers

who are bumped involuntarily a written statement

describing their rights and explaining how the

carrier decides who gets on an oversold flight and

who doesn't. Those travelers who don't get to fly

are frequently entitled to an on-the-spot payment of

denied boarding compensation. The amount depends

on the price of their ticket and the length of the

delay:

 

If you are bumped involuntarily and the airline

arranges substitute transportation that is scheduled

to get you to your final destination (including later

connections) within one hour of your original

scheduled arrival time, there is no compensation.

 

If the airline offers you a free ticket, ask about

restrictions

If the airline arranges substitute transportation that is

scheduled to arrive at your destination between one

and two hours after your original arrival time

(between one and four hours on international

flights), the airline must pay you an amount equal to

your one-way fare to your final destination, with a

$200 maximum.

 

If the substitute transportation is scheduled to get

you to your destination more than two hours later

(four hours internationally), or if the airline does not

make any substitute travel arrangements for you, the

compensation doubles (200% of your fare, $400

maximum).

 

You always get to keep your original ticket and use

it on another flight. If you choose to make your own

arrangements, you can request an ôinvoluntary

refundö for the ticket for the flight you were bumped

from. The denied boarding compensation is

essentially a payment for your inconvenience.

 

Like all rules, however, there are a few

conditions and exceptions:

 

To be eligible for compensation, you must have a

confirmed reservation. An ôOKö in the Status box of

your ticket qualifies you in this regard even if the

airline can't find your reservation in the computer,

as long as you didn't cancel your reservation or miss

a reconfirmation deadline.

 

You must meet the airlines deadline for buying

your ticket. Discount tickets must usually be

purchased within a certain number of days after the

reservation was made. Other tickets normally have

to be picked up no later than 30 minutes before the

flight.

 

You must appear at the gate at least 10 minutes before

departure, even if you already have a boarding pass and

seat assignment.

 

In addition to the ticketing deadline, each airline has

a check-in deadline, which is the amount of time

before scheduled departure that you must present

yourself to the airline at the airport. For domestic

flights most carriers have a deadline of 10 minutes

before scheduled departure, but some can be an hour

or longer. (Many airlines require passengers with

advance seat assignments to check in 30 minutes

before scheduled departure, even if they already

have advance boarding passes. If you miss this

deadline you may lose the specific seats you were

promised, although not the reservation itself.)

Check-in deadlines on international flights can be as

much as three hours before scheduled departure

time, due partially to security procedures. Some

airlines may simply require you to be at the

ticket/baggage counter by this time; most, however,

require that you get all the way to the boarding area.

If you miss the ticketing or check-in deadline, you

may have lost your reservation and your right to

compensation if the flight is oversold.

 

As noted above, no compensation is due if the

airline arranges substitute transportation which is

scheduled to arrive at your destination within one

hour of your originally scheduled arrival time.

 

If the airline must substitute a smaller plane for the

one it originally planned to use, the carrier isn't

required to pay people who are bumped as a result.

 

The rules do not apply to charter flights, or to

scheduled flights operated with planes that hold 60

or fewer passengers. They don't apply to

international flights inbound to the United States,

although some airlines on these routes may follow

them voluntarily. Also, if you are flying between

two foreign cities from Paris to Rome, for

exampleùthese rules will not apply. The European

Community has a rule on bumpings that occur in an

EC country; ask the airline for details, or contact

DOT.

 

The best way to avoid getting 'bumped' is to check in

early.

 

The most effective way to reduce the risk

of being bumped is to get to the airport early. On

oversold flights the last passengers to check in are

usually the first to be bumped, even if they have met

the check-in deadline. Allow extra time; assume that

the airport access road is backed up, the parking lot

is full, and there is a long line at the check-in

counter. However, if you arrive so early that your

airline has another flight to your destination leaving

before the one that you are booked on, either switch

to the earlier flight or don't check your bag until

after the first flight leaves. If you check your bag

right away, it might get put on the earlier flight and

remain unattended at your destination airport for

hours.

Airlines may offer free transportation on

future flights in place of a check for denied boarding

compensation. However, if you are bumped

involuntarily you have the right to insist on a check

if that is your preference. Once you cash the check

(or accept the free flight), you will probably lose the

right to demand more money from the airline later

on. However, if being bumped costs you more

money than the airline will pay you at the airport,

you can try to negotiate a higher settlement with

their complaint department. If this doesn't work,

you usually have 30 days from the date on the check

to decide if you want to accept the amount of the

check. You are always free to decline the check and

take the airline to court to try to obtain more

compensation. The government's denied boarding

regulation spells out the airlines' minimum

obligation to people they bump involuntarily.

Finally, don't be a ôno-show.ö If you are

holding confirmed reservations you don't plan to

use, notify the airline. If you don't, they will cancel

all onward or return reservations on your trip.

 

Between the time you check your luggage in and the

time you claim it at your destination, it may have

passed through a maze of conveyor belts and

baggage carts; once airborne, baggage may tumble

around the cargo compartment if the plane hits

rough air. In all fairness to the airlines, however,

relatively few bags are damaged or lost. With some

common-sense packing and other precautions, your

bags will probably be among the ones that arrive

safely.

 

Packing

 

You can pack to avoid problems. Some items should

never be put into a bag you plan to check into the

cargo compartment:

 

Small valuables: cash, credit cards, jewelry,

cameras.

 

Critical items: medicine, keys, passport, tour

vouchers, business papers.

 

Irreplaceable items: manuscript, heirlooms.

 

Fragile items: eyeglasses, glass containers,

liquids.

 

Things like this should be carried on your person or

packed in a carry-on bag that will fit under the seat.

Remember, the only way to be sure your valuables

are not damaged or lost is to keep them with you.

Even if your bag is not lost, it could be

delayed for a day or two. Don't put perishables in a

checked bag; they may spoil if it is delayed. It is

wise to put items that you will need during the first

24 hours in a carry-on bag (e.g. toiletries, a change

of underwear).

Check with the airline for its limits on the

size, weight, or number of carry-on pieces. (There is

no single federal standard.) If you are using more

than one airline, check on all of them. Inquire about

your flight; different airplanes can have different

limits. Don't assume that the flight will have

unlimited closet space for carry-on garment bags;

some may have to be checked. If you plan to go

shopping at your destination and bring your

purchases aboard as carry-on, keep the limits in

mind. If you check these purchases, however, carry

the receipts separately; they may be necessary for a

claim if the merchandise is lost or damaged. Don't

put anything into a carry-on bag that could be

considered a weapon (e.g. scissors, pen knife).

Bring toiletries and a change of underwear in a carry-

on bag, in case your checked luggage is delayed.

 

Checked baggage is also subject to limits.

On most domestic and international flights, it's two

checked bags (three if you don't have any carry-on

luggage). There can be an extra charge if you bring

more, or if you exceed the airline's limits on the size

of the bags.

On some flights between two foreign cities,

your allowance may be based on the weight of the

bags rather than the number of pieces. The same two

bags that cost you nothing to check when you

started your trip could result in expensive excess-

baggage charges under a weight system. Ask the

airlines about the limit for every segment of your

international trip before you leave home, especially

if you have a stopover of a day or two or if you are

changing carriers.

The bags you check should be labeledù

inside and outùwith your name, address and phone

number. Add the name and address of a person to

contact at your destination if it's practical to do so.

Almost all of the bags that are misplaced by airlines

do turn up sooner or later. With proper labeling, the

bag and its owner can usually be reunited within a

few hours.

Don't overpack a bag. This puts pressure

on the latches, making it easier for them to pop

open. Also, lock your bags. The locks aren't very

effective against pilferage, but they help to keep the

latches from springing.

If you plan to check any electrical

equipment, glassware, small appliances, pottery,

typewriters, musical instruments or other fragile

items, they should be packed in a container

specifically designed to survive rough handling*

preferably a factory-sealed carton or a padded hard-

shell carrying case.

 

Check-in

 

Don't check in at the last minute. Even if you make

the flight, your bag may not. If you miss the airline's

check-in deadline, the carrier might not assume

liability for your bag if it is delayed or lost.

If you have a choice, select flights that

minimize the potential for baggage disruption. The

likelihood of a bag going astray increases from #1 to

#4 below (i.e., #1 is safest):

1) nonstop flight

2) direct or æthrough' flight (one or more

stops, but no change of aircraft)

3) online connection (change of aircraft but

not airlines)

4) interline connection (change of aircraft and

airlines)

When you check in, remove straps and

hooks from garment bags that you are sending as

checked baggage. These can get caught in baggage

processing machinery, causing damage to the bag.

The airline will put baggage destination

tags on your luggage and give you the stubs to use

as claim checks. Make sure you get a stub for every

bag. Don't throw them away until after you get your

bags back and you check the contents. Not only will

you need them if a claim is necessary, but you may

need to show them to security upon leaving the

baggage-claim area.

Each tag has a three-letter code and flight

number that show the baggage sorters on which

plane and to which airport your luggage is supposed

to go. Double-check the tag before your bags go

down the conveyor belt. (The airline will be glad to

tell you the code for your destination when you

make reservations or buy your tickets.) Your bags

may only be checked to one of your intermediate

stops rather than your destination city if you must

clear Customs short of your final destination, or if

you are taking a connection involving two airlines

that don't have an interline agreement. Be sure all of

the tags from previous trips are removed from your

bag, since they may confuse busy baggage handlers.

 

Claiming your bags

 

Many bags look alike. After you pull what you think

is your bag off the carousel, check the name tag or

the bag tag number.

 

Remove straps and hooks from garment bags; they can

get caught in the machinery.

 

If your bag arrives open, unlocked or

visibly damaged, check right away to see if any of

the contents are missing or damaged. Report any

problems to the airline before leaving the airport;

insist on filling out a form. Open your suitcase

immediately when you get to where you are staying.

Any damage to the contents or any pilferage should

be immediately reported to the airline by telephone.

Make a note of the date and time of the call, and the

name and telephone number of the person you spoke

with. Follow up immediately with a certified letter

to the airline.

 

Damage

 

If your suitcase arrives smashed or torn, the airline

will usually pay for repairs. If it can't be fixed, they

will negotiate a settlement to pay you its depreciated

value. The same holds true for belongings packed

inside.

Airlines may decline to pay for damage

caused by the fragile nature of the broken item or

inadequate packing, rather than the airline's rough

handling. Carriers may also refuse to give you

money for your damaged items inside the bag when

there's no evidence of external damage to the

suitcase. But airlines generally don't disclaim

liability for fragile merchandise packed in its

original factory sealed carton, a cardboard mailing

tube, or other container designed for shipping and

packed with protective padding material.

When you check in, airline personnel

should let you know if they think your suitcase or

package may not survive the trip intact. Before

accepting a questionable item, they will ask you to

sign a statement in which you agree to check it at

your own risk. But even if you do sign this form, the

airline might be liable for damage if it is caused by

its own negligence shown by external injury to the

suitcase or package.

 

Delayed bags

 

If you and your suitcase don't connect at your

destination, don't panic. The airlines have very

sophisticated systems that track down about 98% of

the bags they misplace and return them to their

owners within hours. In many cases they will absorb

reasonable expenses you incur while they look for

your missing belongings. You and the airline may

have different ideas of what's reasonable, however,

and the amount they will pay is subject to

negotiation.

 

If your delayed bag is declared lost, you will have to

fill out a second form.

 

If your bags don't come off the conveyor

belt, report this to the airline before you leave the

airport. Insist that they fill out a form and give you a

copy, even if they say the bag will be in on the next

flight. If the form doesn't contain the name of the

person who filled it out, ask for it. Get an

appropriate phone number for following up (not the

Reservations number). Don't assume that the airline

will deliver the bag without charge when it is found;

ask them about this.

Most carriers set guidelines for their airport

employees that allow them to disburse some money

at the airport for emergency purchases. The amount

depends on whether or not you're away from home

and how long it takes to track down your bags and

return them to you.

If the airline does not provide you a cash

advance, it may still reimburse you later for the

purchase of necessities. Discuss with the carrier the

types of articles that would be reimbursable, and

keep all receipts.

If the airline misplaces sporting equipment,

it will sometimes pay for the rental of replacements.

For replacement clothing or other articles, the carrier

might offer to absorb only a portion of the purchase

cost, on the basis that you will be able to use the

new items in the future. (The airline may agree to a

higher reimbursement if you turn the articles over to

them.)

When you've checked in fresh foods or any

other perishable goods and they are ruined because

their delivery is delayed, the airline won't reimburse

you. Carriers may be liable if they lose or damage

perishable items, but they won't accept

responsibility for spoilage caused by a delay in

delivery.

Airlines are liable for provable

consequential damages up to the amount of their

liability limit (see below) in connection with the

delay. If you can't resolve the claim with the

airline's airport staff, keep a record of the names of

the employees with whom you dealt, and hold on to

all travel documents and receipts for any money you

spent in connection with the mishandling. (It's okay

to surrender your baggage claim tags to the airline

when you fill out a form at the airport, as long as

you get a copy of the form and it notes that you gave

up the tags.) Call or write the airline's consumer

office when you get home.

 

Lost luggage

 

Once your bag is declared officially lost, you will

have to submit a claim. This usually means you have

to fill out a second, more detailed form. Check on

this; failure to complete the second form when

required could delay your claim. Missing the

deadline for filing it could invalidate your claim

altogether. The airline will usually refer your claim

form to a central office, and the negotiations

between you and the airline will begin. If your flight

was a connection involving two carriers, the final

carrier is normally the one responsible for

processing your claim even if it appears that the first

airline lost the bag.

Airlines don't automatically pay the full

amount of every claim they receive. First, they will

use the information on your form to estimate the

value of your lost belongings. Like insurance

companies, airlines consider the depreciated value of

your possessions, not their original price or the

replacement costs.

If you're tempted to exaggerate your claim,

don't. Airlines may completely deny claims they

feel are inflated or fraudulent. They often ask for

sales receipts and other documentation to back up

claims, especially if a large amount of money is

involved. If you don't keep extensive records, you

can expect to dicker with the airline over the value

of your goods.

Generally, it takes an airline anywhere

from six weeks to three months to pay you for your

lost luggage. When they tender a settlement, they

may offer you the option of free tickets on future

flights in a higher amount than the cash payment.

Ask about all restrictions on these tickets, such as

ôblackoutö periods and how far before departure you

are permitted to make a reservation.

 

Limits on liability

 

The airlines' domestic liability limit is generally

$1250 per person.

 

If your bags are delayed, lost or damaged on a

domestic trip, the airline can invoke a ceiling of

$1250 per passenger on the amount of money they'll

pay you. When your luggage and its contents are

worth more than that, you may want to purchase

ôexcess valuation,ö if available, from the airline as

you check in. This is not insurance, but it will

increase the carrier's potential liability. The airline

may refuse to sell excess valuation on some items

that are especially valuable or breakable, such as

antiques, musical instruments, jewelry, manuscripts,

negotiable securities and cash.

On international trips, the liability limit is

set by a treaty called the Warsaw Convention.

Unless you buy excess valuation, the liability limit is

$9.07 per pound ($20 per kilo). In order to limit its

liability to this amount, the airline must use one of

the following procedures:

 

1) The carrier weighs your bags at check-in

and records this weight on your ticket. The

airline's maximum liability to you is that

weight multiplied by $9.07 (or by $20, if

the weight was recorded in kilos).

 

2) Instead of weighing your luggage, the

carrier assumes that each of your bags

weighs the maximum that it agrees to

accept as checked baggage, usually 70

pounds (32 kilos). This yields a liability

limit of about $640 per bag.

 

This international limit also applies to domestic

segments of an international journey. This is the

case even if the domestic and international flights

are on separate tickets and you claim and re-check

your bag between the two flights.

Keep in mind that the liability limits are

maximums. If the depreciated value of your property

is worth less than the liability limit, this lower

amount is what you will be offered. If the airline's

settlement doesn't fully reimburse your loss, check

your homeowner's or renter's insurance; it

sometimes covers losses away from the residence.

Some credit card companies and travel agencies

offer optional or even automatic supplemental

baggage coverage.

 

Hazardous Items

 

Except for toiletries and medicines totaling no more

than 75 ounces, it is illegal and extremely

dangerous to carry on board or check in your

luggage any of the following hazardous materials:

 

Hazardous materials

Aerosols*Polishes, waxes, degreasers, cleaners,

etc.

Corrosives*Acids, cleaners, wet cell batteries,

etc.

Flammables*Paints, thinners, lighter fluid,

liquid reservoir lighters, cleaners, adhesives, camp

stoves or portable gas equipment with fuel, etc.

Explosives*Fireworks, flares, signal devices,

loaded firearms, gunpowder, etc. (Small arms

ammunition for personal use may be transported

in checked luggage if it is securely packed in

material designed for that purpose. These may not

be placed in carry-on baggage.)

Radioactives*Betascopes,

radiopharmaceuticals, uninstalled pacemakers,

etc.

Compressed gases*Tear gas or protective-

type sprays, oxygen cylinders, divers' tanks

(unless they're empty), etc.

Infectious substances

Poisonous materials*Rat poison, etc.

 

Matches (both æstrike anywhere' matches

and safety or æbook' matches) may only be carried

on your person.

If you must travel with any of these

materials, check with the airline's air freight

department to see if special arrangements can be

made.

A violation of the hazardous materials

restrictions can result in a civil penalty of up to

$25,000 for each violation or a criminal penalty of

up to $500,000 and/or up to 5 years in jail.

 

On U.S. airlines, you are guaranteed a no-smoking

seat worldwide.

Under U.S. government rules, smoking is prohibited

on all domestic scheduled-service flights except for

flights over six hours to or from Alaska or Hawaii.

This ban applies to domestic segments of

international flights, on both U.S. and foreign

airlines (e.g., the Chicago / New York leg of a flight

that operates Chicago/ New York / London). The

ban does not apply to nonstop international flights,

even during the time that they are in U.S. airspace

(e.g., a Chicago / London flight). The prohibition

applies in the passenger cabin and lavatories, but not

in the cockpit.

Smoking is also banned on other

scheduled-service flights by U.S. airlines that are

operated with planes seating fewer than 30

passengers (e.g., certain ôcommuterö flights to

Canada, Mexico and the Caribbean). Cigar and pipe

smoking is banned on all U.S.-carrier flights

(scheduled and charter, domestic and international).

The following rules apply to U.S. airlines

on flights where smoking is not banned (e.g.

international flights, domestic charter flights). These

regulations do not apply to foreign airlines;

however, most of them provide non-smoking

sections (although they may not guarantee seating

there or expand the section).

 

The airline must provide a seat in a non-smoking

section to every passenger who asks for one, as long

as the passenger complies with the carrier's seat

assignment deadline and procedures. (Standby

passengers do not have this right.)

 

If necessary, the airline must expand the non-

smoking section to accommodate the passengers

described above.

 

The airline does not have to provide a non-smoking

seat of the passenger's choice. It doesn't have to seat

you with your traveling companion, and you don't

have the right to specify a window or aisle non-

smoking seat. Also, the airline is not required by this

rule to provide advance seat assignments before the

flight date in the non-smoking section, as long as

they get you into the non-smoking section on the

day of your flight.

 

The flight crew must act to keep passengers from

smoking in the non-smoking sections. However,

smoke that drifts from the smoking section into the

non-smoking section does not constitute a violation.

 

No smoking is allowed while an aircraft is on the

ground or when the ventilation system is not fully

functioning.

 

Carriers are not required to have a smoking section.

An airline is free to ban smoking on a particular

flight, or on all of its flights.

 

None of the regulations described in this chapter

apply to charter flights performed with small aircraft

by on-demand air taxi operators.

 

Over 40 million Americans have disabilities. The Air

Carrier Access Act and the DOT rule that

implements it set out procedures designed to ensure

that these individuals have the same opportunity as

anyone else to enjoy a pleasant flight. Here are some

of the major provisions of the rule.

 

A person may not be refused transportation on the

basis of disability or be required to have an

attendant or produce a medical certificate, except in

certain limited circumstances specified in the rule.

 

Airlines must provide enplaning, deplaning and

connecting assistance, including both personnel and

equipment. (Some small commuter aircraft may not

be accessible to passengers with severe mobility

impairments. When making plans to fly to small

cities, such passengers should check on the aircraft

type and its accessibility.)

 

Airport terminals and airline reservations centers

must have TDD telephone devices for persons with

hearing or speech impairments.

 

Passengers with vision or hearing impairments must

have timely access to the same information given to

other passengers at the airport or on the plane

concerning gate assignments, delayed flights, safety,

etc.

 

New widebody aircraft must have a wheelchair-

accessible lavatory and an on-board wheelchair.

Airlines must put an on-board wheelchair on most

other flights upon a passenger's request (48 hours'

notice required).

 

Air carriers must accept wheelchairs as checked

baggage, and cannot require passengers to sign

liability waivers for them (except for pre-existing

damage).

 

Most new airplanes must have movable armrests on

half the aisle seats, and on-board stowage for one

folding passenger wheelchair.

 

Carriers must allow service animals to accompany

passengers in the cabin, as long as they don't block

the aisle or other emergency evacuation route.

 

FAA safety rules establish standards for passengers

allowed to sit in emergency exit rows; such persons

must be able to perform certain evacuation-related

functions.

 

FAA rules also prohibit passengers from bringing

their own oxygen. Most airlines will provide

aircraft-approved oxygen for a fee, but aren't

required to.

 

Airlines may not charge for services that are

required by this rule.

 

Airlines must make available a specially-trained

Complaints Resolution Official if a dispute arises.

There must be a copy of the DOT rule at every

airport.

 

It's wise to call the airline again before your trip to

reconfirm any assistance that you have requested.

For additional details, see ôOther Sources of

Informationö at the end of this pamphlet for

information on ordering the booklet New Horizons

for the Air Traveler with a Disability.

Virtually all major U.S. airlines have a frequent-flyer

plan, and many foreign carriers are starting them.

These programs allow you to earn free trips,

upgrades (e.g., from Coach to First Class) or other

awards based on how often you fly on that airline. In

some programs you can earn credit by using

specified hotels, rental car companies, credit cards,

etc.

It doesn't cost anything to join a program,

and you can enroll in the programs of any number of

different airlines. However, it may not be to your

advantage to ôput all your eggs in one basketö with

one plan by accumulating a high mileage balance

only to find out later that another carrier's program

suits your needs better. Here are some things to look

at when selecting a frequent-flyer program.

 

Does the airline fly where you're likely to want to

go?

 

Are there tie-ins with other carriers, especially those

with international routes? Is some of the airline's

service provided by commuter-carrier ôpartnersö? In

both cases, can you earn credits and use awards on

those other airlines?

 

How many miles (or trips) are required for particular

awards?

 

Is there a minimum award per flight (e.g., you are

only flying 200 miles but the airline always awards

at least 500)?

 

Is there a deadline for using accumulated miles?

 

Carefully examine the number and length of any

blackout periods during which awards cannot be

used. On some carriers, the Thanksgiving blackout

may last a week.

 

If you are planning a big trip and are thinking about

joining that airline's frequent-flyer program, enroll

before you travel. Airlines usually won't credit

mileage that was flown before you became a

member.

 

After you join a program, there are other things that

you should know:

 

Is there a deadline for using accumulated miles?

 

Airlines reserve the right to make changes to their

programs, sometimes on short notice. The number

of miles required for particular awards might be

raised, requiring you to use your old mileage (i.e.,

your current balance) under the more restrictive new

rules. The airline may cease service on a route that

you were particularly interested inùor it may drop

the city you live in! The carrier may eliminate

attractive frequent-flyer tie-ins with particular

airlines or hotel chains.

 

Cashing in your mileage frequently will limit your

losses in case the carrier changes the rules, merges,

or goes out of business. (Some private companies

sell insurance covering some of these eventualities.)

Accumulating a larger mileage balance will entitle

you to bigger awards, however.

 

Carriers often limit the number of seats on each

flight for which frequent-flyer awards can be used.

You may not be able to get reservations on your

first- or second-choice dates or flights.

 

Awards can often be issued in the name of

immediate family members. However, if you sell or

give an award to someone not named on the award

or the travel document and the airline finds out, the

recipient could have his or her ticket confiscated,

and the carrier may penalize the program member's

account balance.

 

Ask the airline how mileage is registered; you will

probably have to identify yourself as a program

member when you book your flight or when you

check in.

 

Keep your boarding passes and the passenger

coupon of your ticket until you receive a statement

from the frequent-flyer program reflecting the

correct mileage earnings for that trip. If a problem

arises, get the names of the people you speak with

and keep notes of your conversations.

 

Throughout this booklet, we have tried to provide you

general information about airline travel. It is

important to realize, however, that each airline has

specific rules that make up your contract of carriage.

These rules may differ among carriers. They include

provisions such as check-in deadlines, refund

procedures, responsibility for delayed flights, and

many other things.

 

Domestic Travel

 

For domestic travel, an airline may provide all of its

contract terms on or with your ticket at the time you

buy it. Many small ôcommuterö carriers use this

system. Other airlines may elect to ôincorporate

terms by reference.ö This means that you are not

given all the airline's rules with your ticketùmost

of them are contained in a separate document which

you can inspect on request.

If an airline elects to ôincorporate by

referenceö it must provide conspicuous written

notice with each ticket that:

1) it incorporates terms by reference, and

2) these terms may include liability limitations,

claim-filing deadlines, check-in deadlines,

and certain other key terms.

The airline must also:

 

Ensure that passengers can receive an explanation of

key terms identified on the ticket from any location

where the carrier's tickets are sold, including travel

agencies;

 

Make available for inspection the full text of its

contract of carriage at each of its own airport and

city ticket offices;

 

Mail a free copy of the full text of its contract of

carriage upon request.

 

There are additional notice requirements

for contract terms that affect your air fare. Airlines

must provide a conspicuous written notice on or

with the ticket concerning any ôincorporatedö

contract terms that:

 

Restrict refunds;

 

Impose monetary penalties; or

 

Permit the airline to raise the price after

you've bought the ticket.

 

If an airline incorporates contract terms by

reference and fails to provide the required notice

about a particular rule, the passenger will not be

bound by that rule.

 

International Travel

 

Not all of the detailed requirements for disclosing

domestic contract terms apply to international travel.

Airlines file ôtariff rulesö with the government for

this transportation. Passengers are generally bound

by these rules whether or not they receive actual

notice about them.

Every international airline must keep a

copy of its tariff rules at its airport and city ticket

offices. You have a right to examine these rules. The

airline agents must answer your questions about

information in the tariff, and they must help you

locate specific tariff rules, if necessary. If the airline

keeps its tariff in a computer rather than on paper,

there are additional disclosure requirements which

are similar to those for domestic contract terms.

The most important point to remember,

whether your travel is domestic or international, is

that you should not be afraid to ask questions about

a carrier's rules. You have a right to know the terms

of your contract of carriage. It is in your best

interest, as well as that of the airline, for you to ask

in advance about any matters of uncertainty.

 

Unlike most products, travel services usually have to

be paid for before they are delivered. This creates

opportunities for disreputable individuals and

companies. Some travel packages turn out to be very

different from what was presented or what the

consumer expected. Some don't materialize at all!

If you receive an offer by phone or mail for

a free or extremely low-priced vacation trip to a

popular destination (often Hawaii or Florida), there

are a few things you should look for:

 

Does the price seem too good to be true? If so, it

probably is.

 

Are you asked to give your credit card number over

the phone?

 

Are you pressured to make an immediate decision?

 

Is the carrier simply identified as ôa major airline,ö

or does the representative offer a collection of

airlines without being able to say which one you will

be on?

 

Is the representative unable or unwilling to give you

a street address for the company?

 

Are you told you can't leave for at least two

months? (The deadline for disputing a credit card

charge is 60 days, and most scam artists know this.)

 

If you encounter any of these symptoms, proceed

cautiously. Ask for written information to be sent to

you; any legitimate travel company will be happy to

oblige. If they don't have a brochure, ask for a day

or two to think it over; most bona fide deals that are

good today will still be good two days from now. If

they say no to both requests, this probably isn't the

trip for you. Some other advice:

 

If you are told that you've won a free vacation, ask

if you have to buy something else in order to get it.

Some packages have promoted free air fare, as long

as you buy expensive hotel arrangements. Others

include a free hotel stay, but no air fare.

 

If you are seriously considering the vacation offer

and are confident you have established the full price

you will pay, compare the offer to what you might

obtain elsewhere. Frequently, the appeal of free air

fare or free accommodations disguises the fact that

the total price is still higher than that of a regular

package tour.

 

Get a confirmed departure date, in writing, before

you pay anything. Eye skeptically any promises that

an acceptable date will be arranged later. If the

package involves standby or waitlist travel, or a

reservation that can only be provided much later,

ask if your payment is refundable if you want to

cancel, and don't pay any money you can't afford to

lose.

 

If the destination is a beach resort, ask the seller how

far the hotel is from the beach. Then ask the hotel.

 

Determine the complete cost of the trip in dollars,

including all service charges, taxes, processing fees,

etc.

 

If you decide to buy the trip after checking it out,

paying by credit card gives you certain legal rights

to pursue a chargeback (credit) if promised services

aren't delivered.

 

For further advice, see Other Sources of

Information at the end of this brochure for details

on how to order the Federal Trade Commission's

pamphlet Telemarketing Travel Fraud.

Flying is a routine activity for millions of Americans,

and raises no health considerations for the great

majority of them. However, there are certain things

you can do to ensure that your flight is as

comfortable as possible.

Changes in pressure can temporarily block

the Eustachian tube, causing your ears to æpop' or to

experience a sensation of fullness. To equalize the

pressure, swallow frequently; chewing gum

sometimes helps. Yawning is also effective. Avoid

sleeping during descent; you may not swallow often

enough to keep ahead of the pressure change.

If yawning or swallowing doesn't help, use

the ævalsalva maneuver':

 

Pinch your nostrils shut, then breathe in a

mouthful of air.

 

Using only your cheek and throat muscles,

force air into the back of your nose as if you

were trying to blow your thumb and finger

off your nostrils.

 

Be very gentle and blow in short successive

attempts. When you hear or feel a pop in your

ears, you have succeeded. Never force air

from your lungs or abdomen (diaphragm);

this can create pressures that are too intense.

 

Babies are especially troubled by these

pressure changes during descent. Having them feed

from a bottle or suck on a pacifier will often provide

relief.

Avoid flying if you have recently had

abdominal, eye or oral surgery, including a root

canal. The pressure changes that occur during climb

and descent can result in discomfort.

If you have an upper respiratory or sinus

infection, you may also experience discomfort

resulting from pressure changes. Postpone your trip

if possible. (Check to see if your fare has

cancellation or change penalties.)

A final tip on pressure changes: they cause

your feet to swell. Try not to wear new or tight

shoes while flying.

 

Airliner air is dry; if you wear contact lenses, blink often

and limit reading.

 

Alcohol and coffee both have a drying

effect on the body. Airliner cabin air is relatively dry

to begin with, and the combination can increase

your chances of contracting a respiratory infection.

If you wear contact lenses, the low cabin humidity

and/or consumption of alcohol or coffee can reduce

your tear volume, leading to discomfort if you don't

blink often enough. Lens wearers should clean their

lenses thoroughly before the flight, use lubricating

eye drops during the flight, read in intervals, and

take the lenses out if they nap. (This may not apply

to extended wear lenses; consult your practitioner.)

If you take prescription medications, bring

enough to last through your trip. Take along a copy

of the prescription, or your doctor's name and

telephone number, in case the medication is lost or

stolen. The medicine should be in the original

prescription bottle in order to avoid questions at

security or Customs inspections. Carry it in a pocket

or a carry-on bag; don't pack it in a checked bag, in

case the bag is lost.

 

You can minimize the effects of jet lag in

several ways:

 

Get several good nights' sleep before your trip.

 

Try to take a flight that arrives at night, so you

can go straight to bed.

 

Sleep on the plane (although not during descent).

 

During the flight do isometric exercises, eat

lightly, and drink little or no alcohol.

 

Try to use a rest room in the airport

terminal before departure. On some flights the cabin

crew begins beverage service shortly after the

Fasten Seat Belts sign is turned off, and the

serving cart may block access to the lavatories.

Air travel is so safe you'll probably never have to use

any of the advice we're about to give you. But if

you ever do need it, this information could save

your life.

Airline passengers usually take safety for

granted when they board an airplane. They tune out

the crew's pre-flight announcements or reach for a

magazine instead of the cards that show how to open

the emergency exit and what to do if the oxygen

mask drops down. Because of this, people are

needlessly hurt or killed in accidents they could

have survived.

Every time you board a plane, here are

some things you should do:

 

Be reasonable about the amount of carry-on luggage

that you bring. FAA rules require airlines to limit

the amount of carry-on baggage, and if you try to

carry too much with you, the crew may insist that

you check in some items. (There is no universal

limit; it depends on the aircraft type and the

passenger load.) A bag that is not properly stowed

could turn into an unguided missile in an accident or

block the aisles during an evacuation.

 

Count the number of rows to the nearest emergency

exit.

Be careful about what you put into the storage bins

over your seat. Their doors may pop open during an

accident or even a hard landing, spilling their

contents. Also, passengers in aisle seats have been

injured by heavy items falling out of these

compartments when people are stowing or retrieving

belongings at the beginning or end of a flight. Please

be considerate of others and put hard, heavy items

under the seat in front of you; save the overhead

bins for coats, hats, and small, soft bags.

 

As soon as you sit down, fasten and unfasten your

seat belt a couple of times. Watch how it works.

There are several kinds of belts, and in an

emergency you don't want to waste time fumbling

with the buckle.

 

procedures, pointing out emergency exits and

explaining seat belts, life vests and oxygen masks.

Listen carefully and if there's anything you don't

understand ask the flight attendants for help.

 

 

The plastic card in the seat pocket in front

of you will review some of the safety information

announced by the flight attendant. Read it. It also

tells you about emergency exits and how to find and

use emergency equipment such as oxygen masks.

As you're reading the card look for your

closest emergency exit, and count the number of

rows between yourself and this exit. Remember, the

losest exit may be behind you. Have a second

escape route planned in case the nearest exit is

blocked. This is important because people

sometimes head for the door they used to board the

plane, usually in the front of the first class cabin.

This wastes time and blocks the aisles.

Oxygen masks aren't the same on all

planes. Sometimes they drop down in front of you.

On some aircraft, however, you'll have to pull them

out of a compartment in front of your seat. In either

case, you must tug the plastic tube slightly to get the

oxygen flowing. If you don't understand the

instructions about how the mask works, ask a flight

attendant to explain it to you.

When the plane is safely in the air and has

reached its cruising level, the pilot usually turns off

the ôfasten seat beltö sign. He or she usually

suggests that passengers keep their belts buckled

anyway during the flight in case the plane hits rough

air. Just as seat belts should always be worn in cars,

they should always be fastened in airplanes.

 

If you are ever in an air accident, you should

remember these things:

 

Stay calm.

 

Listen to the crew members and do what they say.

The cabin crew's most important job is to help you

leave safely.

 

Before you try to open any emergency exit yourself,

look outside the window. If you see a fire outside

the door, don't open it or the flames may spread into

the cabin. Try to use your alternate escape route.

 

Remember, smoke rises. So try to stay down if

there's smoke in the cabin. Follow the track of

emergency lights embedded in the floor; they lead to

an exit. If you have a cloth, put it over your nose

and mouth.

 

After an air accident, the National

Transportation Safety Board always talks to

survivors to try to learn why they were able to make

it through safely. They've discovered that, as a rule,

it does help to be prepared. Avoiding serious injury

or surviving an air accident isn't just a matter of

luck; it's also a matter of being informed and

thinking ahead.

Are you one of those people who jumps up

as soon as the plane lands, gathers up coat, suitcase

and briefcase, and gets ready to sprint while the

plane is still moving? If so, resist the urge. Planes

sometimes make sudden stops when they are taxiing

to the airport gate, and passengers have been injured

when they were thrown onto a seat back or the edge

of a door to an overhead bin. Stay in your seat with

your belt buckled until the plane comes to a

complete halt and the æfasten seat belt' sign is turned

off.

Never smoke in airplane restrooms.

Smoking was banned in all but the designated

smoking sections after an accident killed 116 people

in only 4 minutes, apparently because a careless

smoker left a burning cigarette butt in the trash bin.

There is a penalty of up to $2,000 for disabling a

lavatory smoke detector. Also, don't smoke in the

aisle. If there is a sudden bump you could stumble

and burn yourself or another passenger. Lit

cigarettes have also flown out of passengers' hands

and rolled under seats.

 

When passengers comment on airline service, most

airlines do listen. They analyze and keep track of the

complaints and compliments they receive and use

the information to determine what the public wants

and to identify problem areas that need special

attention. They also try to resolve individual

complaints.

Like other businesses, airlines have a lot of

discretion in how they respond to problems. While

you do have some rights as a passenger, your

demands for compensation will probably be subject

to negotiation and the kind of action you get

depends in large part on the way you go about

complaining.

Start with the airline. Before you call or

write to DOT or some other agency for help with an

air travel problem, you should give the airline a

chance to resolve it.

As a rule, airlines have trouble-shooters at

the airports (they're usually called Customer Service

Representatives) who can take care of many

problems on the spot. They can arrange meals and

hotel rooms for stranded passengers, write checks

for denied boarding compensation, arrange luggage

repairs and settle other routine claims or complaints

that involve relatively small amounts of money.

A complaint letter should always include a daytime

phone number.

If you can't resolve the problem at the

airport and want to file a complaint, it's best to call

or write the airline's consumer office at its corporate

headquarters. Take notes at the time the incident

occurs and jot down the names of the carrier em-

ployees with whom you dealt. Keep all of your

travel documents (ticket receipts, baggage check

stubs, boarding passes, etc.) as well as receipts for

any out-of-pocket expenses that were incurred as a

 

result of the mishandling. Here are some helpful tips

should you choose to write a letter.

 

Type the letter and, if at all possible, limit it to one

page in length.

 

Include your daytime telephone number (with area

code).

 

No matter how angry you might be, keep your letter

businesslike in tone and don't exaggerate what

happened. If the complaint sounds very vehement or

sarcastic, you might wait a day and then consider

rewriting it.

 

Describe what happened, and give dates, cities, and

flight numbers or flight times.

 

Send copies, never the originals, of tickets and

receipts or other documents that can back up your

claim.

 

Include the names of any employees who were rude

or made things worse, as well as anyone who might

have been especially helpful.

Don't clutter up your complaint with petty gripes

that can obscure what you're really angry about.

 

Let the airline know if you've suffered any special

inconvenience or monetary losses.

 

Say just what you expect the carrier to do to make

amends. An airline may offer to settle your claim

with a check or some other kind of compensation,

possibly free transportation. You might want a

written apology from a rude employee or

reimbursement for some loss you incurredùbut the

airline needs to know what you want before it can

decide what action to take.

Be reasonable. If your demands are way out of line,

your letter might earn you a polite apology and a

place in the airline's crank files.

 

If you follow these guidelines, the airlines

will probably treat your complaint seriously. Your

letter will help them to determine what caused your

problem, as well as to suggest actions the company

can take to keep the same thing from happening to

other people.

 

Contacting the Department of

Transportation

 

If you need assistance or want to put your complaint

about an airline on record with DOT, call the Office

of Consumer Affairs at (202) 366-2220 or write:

 

Office of Consumer Affairs, I-25

U.S. Department of Transportation

400 Seventh Street, S.W.

Washington, D.C. 20590

 

If you write, please be sure to include your address

and a daytime telephone number, with area code.

We can provide information about what

rights you may or may not have under Federal laws.

If your complaint was not properly handled by the

airline, we will contact them and get back to you.

Letters from consumers help us spot

problem areas and trends in the airline industry. We

use our complaint files to document the need for

changes in DOT's consumer protection regulations

and, where warranted, as the basis for enforcement

action. In addition, every month we publish a report

with information about the number of complaints we

receive about each airline and what problems people

are having. You can write or call us for a free single

copy of this Air Travel Consumer Report, which

also has statistics that the airlines file with us on

flight delays, oversales and mishandled baggage.

If your complaint is about something you

feel is a safety or security hazard, write to the

Federal Aviation Administration:

 

Community and Consumer Liaison

Division, APA-200

Federal Aviation Administration

800 Independence Avenue, S.W.

Washington, D.C. 20591

 

or call: (800) FAA-SURE. After office hours, if you

want to report something that you believe is a

serious safety hazard, call the Aviation Safety

Hotline at 1-800-255-1111.

 

Local consumer help programs

 

In most communities there are consumer help

groups that try to mediate complaints about

businesses, including airlines and travel agencies.

 

Most state governments have a special office that

investigates consumer problems and complaints.

Sometimes it is a separate division in the governor's

or state attorney general's office. Check your

telephone book under the state government's listing.

 

Many cities and counties have consumer affairs

departments that handle complaints. Often you can

register your complaint and get information over the

phone or in person.

 

A number of newspapers and radio or TV stations

operate Hot Lines or Action Lines where

individual consumers can get help. Consumer

reporters, with the help of volunteers, try to mediate

complaints and may report the results as a news

item. The possible publicity encourages companies

to take fast action on consumer problems when they

are referred by the media. Some Action Lines,

however, may not be able to handle every complaint

they receive. They often select the most severe

problems or those that are most representative of the

kinds of complaints they receive.

 

 

Your last resort

 

If nothing else works, small claims court might be

the best way for you to help yourself. Many cities

have these courts to settle disputes involving

relatively small amounts of money and to reduce the

red tape and expense that people generally fear

when they sue someone. An airline can generally be

sued in small claims court in any jurisdiction where

it operates flights or does business.

You can usually get the details of how to

use the small claims court in your community by

contacting your city or county office of consumer

affairs, or the clerk of the court. As a rule, small

claims court costs are low, you don't need a lawyer,

and the procedures are much less formal and

intimidating than they are in most other types of

courts.