Air travelers with a consumer complaint can contact the Office of Consumer Affairs of the Department of Transportation - preferably after attempting to resolve any problem with the airline directly. The office can provide advice on traveler rights under federal law, and it may contact the airline with which you are in dispute. The number is (202) 366-2220.
In addition to aiding travelers, the Office of Consumer Affairs uses the complaint data to "identify and investigate patterns of unfair or deceptive airline practices," according to the GAO. It notes particularly complaints about flight delays and cancelations, mishandled baggage, refund problems, overbookings and problems associated with fares, ticketing and reservations.About 41,000 complaints were filed in 1987, a peak year when U.S. carriers were in a merging frenzy that caused unusual disruptions in service. Since then, the number has dropped steadily. In 1990, complaints had declined to 7,700.