NH looks to improve response to consumer complaints about airlines
CONCORD — An effort to assist New Hampshire residents with complaints made against airlines and ticket agents has been announced by state Attorney General John Formella.
An airline passenger protection partnership has been formed between the New Hampshire Department of Justice and the U.S. Department of Transportation, Formella, to ensure complaints are properly reviewed and resolved.
The agreement "outlines a new process for addressing consumer complaints, strengthens the state's ability to investigate complaints, and ensures that US DOT will prioritize the review of complaints referred by NH DOJ for potential action when the air carrier or ticket agent is unwilling to address the complaints directly with NH DOJ," according to Formella.
“This new partnership comes at a critical time, as we know that the airlines and the US DOT are receiving large volumes of complaints from passengers about flight disruptions, lack of refunds, and lost or delayed baggage concerns,” Formella said. “We hope this new agreement will better protect Granite State airline passengers from unfair or deceptive practices and hold airlines accountable by strengthening the state and US DOT's ability to police violations of federal aviation consumer protection requirements.”
Federal law places central responsibility for protecting airline consumers with the US DOT, Formella said, adding the NH DOJ now will be authorized to investigate consumer complaints against air carriers, ticket agents, and other air travel companies supervised by the US DOT and with its assistance in a multi-step process.
The agreement will last for two years, and New Hampshire and the US DOT may agree to extend it at two-year intervals after it ends. New Hampshire is one of 25 states or territories that signed an agreement with the US DOT or expressed interest in executing such an agreement, Formella said.
Consumers can file complaints against airlines or any other business engaged in trade or commerce in New Hampshire at: doj.nh.gov/consumer/complaints/index.htm