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Aviation Consumer Protection Division
This organization receives formal complaints from consumers on issues relating to air travel and "provides guidance to the industry and members of the public." Includes complaint procedures, travel tips, selected news, and monthly consumer reports that discuss flight delays, mishandled baggage, oversales, and consumer complaints. Some information available in several languages and Braille. From the Office of Aviation Enforcement and Proceedings of the U.S. Department of Transportation (DOT).
http://airconsumer.ost.dot.gov/

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