FLYING DILEMMAS. CONSUMER PROBLEMS AND COMPLAINT MECHANISMS FOR AIRLINE PASSENGERS

This report consists of four parts. The first section looks at the types of problems (for example, baggage loss and damage and overbooking) which generate complaints about the airlines and the usual consequences in terms of monetary loss and inconvenience. The bargaining power of the passenger is analyzed in light of the CAB-approved tariffs, which constitute the passenger's contract with the airline. The second section examines avenues by which aggrieved passengers seek help and the assistance which is provided. The third part consists of case histories which illustrate the various tactics used by passengers when they complain, and the final section proposes changes in the rules of the CAB and the courts which would allow airline passengers easier and fairer redress for disputes involving monetary compensation. /Author/

  • Supplemental Notes:
    • Work on this report was supported by a grant from the Carnegie Corporation of New York.
  • Corporate Authors:

    Center for Study of Responsive Law

    1028 Connecticut Avenue, NW
    Washington, DC  USA  20036
  • Authors:
    • Kennedy, P
  • Publication Date: 1978-1

Media Info

  • Features: Appendices;
  • Pagination: 145 p.

Subject/Index Terms

Filing Info

  • Accession Number: 00196048
  • Record Type: Publication
  • Source Agency: Center for Study of Responsive Law
  • Files: TRIS
  • Created Date: Jul 31 1979 12:00AM